At AlQuds Foods, we are committed to providing high-quality wholesale products and
excellent customer service. This Refund and Return Policy outlines our procedures
for handling product returns, replacements, and refunds.
1. Quality Guarantee
We guarantee that all products supplied by AlQuds Foods meet industry quality standards
and are suitable for wholesale distribution at the time of delivery. We take pride in
our quality control processes and work with trusted suppliers to ensure product excellence.
2. Inspection Upon Delivery
2.1 Customer Responsibility
It is the customer's responsibility to inspect all products immediately upon delivery.
This includes checking for:
Correct quantities and items
Product quality and condition
Packaging integrity
Expiry dates (where applicable)
Temperature of frozen/refrigerated items
2.2 Acceptance of Delivery
By accepting delivery and signing the delivery note, the customer acknowledges that
products have been received in satisfactory condition unless otherwise noted on the delivery receipt.
3. Returns and Complaints
3.1 Fresh Produce
Complaints must be made immediately upon delivery
Fresh produce cannot be returned after 24 hours
Issues must be documented with photos if requested
We will arrange for immediate replacement or credit for defective items
3.2 Frozen and Refrigerated Products
Temperature must be checked upon delivery
Complaints about frozen products must be made within 24 hours
Products must remain in frozen/refrigerated condition for returns
Thawed products due to customer storage issues are not eligible for return
3.3 Dry Goods and Packaged Products
Unopened products in original packaging can be returned within 7 days
Products must be in resalable condition
Damaged packaging must be reported at delivery
Opened products cannot be returned except for quality defects
3.4 Utility Products
Defective utility products can be returned within 7 days
Products must be unused and in original packaging
Proof of purchase required
4. Non-Returnable Items
The following items cannot be returned or refunded:
Products that have been used, opened, or consumed
Fresh produce after 24 hours from delivery
Products damaged due to improper storage by customer
Products past the complaint period specified above
Custom or special orders (unless defective)
Products that have been altered or modified
5. Return Process
5.1 How to Initiate a Return
To initiate a return or complaint:
Contact us immediately via phone (+92 317 9974905) or WhatsApp
Provide order number and details of the issue
Send photos of the product/issue if requested
Keep products in original packaging until resolution
5.2 Return Authorization
All returns must be authorized by AlQuds Foods. Do not return products without prior
approval. Unauthorized returns will not be accepted or refunded.
6. Refund Methods
6.1 Resolution Options
Approved returns may be resolved through:
Product Replacement: We will replace defective products at no additional cost
Credit Note: Account credit for future purchases
Monetary Refund: Bank transfer refund (processing time: 5-7 business days)
6.2 Partial Refunds
Partial refunds may be issued in cases where only part of an order is defective or
if products have diminished value due to minor issues.
7. Incorrect Orders
If we deliver incorrect products or quantities:
Notify us immediately upon discovery
We will arrange collection and replacement at no cost
No penalty or restocking fees will apply
Full refund available if replacement is not desired
8. Damaged in Transit
For products damaged during delivery:
Note the damage on the delivery receipt
Take photos of damaged packaging and products
Contact us within 24 hours
We will arrange immediate replacement
9. Canceled Orders
9.1 Customer-Initiated Cancellations
Orders can be canceled free of charge before processing begins
Once order is in preparation or dispatched, cancellation fees may apply
Contact us immediately if you need to cancel an order
9.2 Seller-Initiated Cancellations
We reserve the right to cancel orders due to product unavailability, pricing errors,
or other unforeseen circumstances. Full refund will be provided for canceled orders.
10. Quality Disputes
In case of quality disputes:
We will investigate all quality complaints promptly
Product samples may be required for testing
Independent quality assessment may be conducted if needed
Decision of quality assessment will be final
11. Refund Processing Time
Once a return is approved and received (if applicable):
Replacements: 1-3 business days
Credit Notes: Immediately upon approval
Bank Refunds: 5-7 business days after approval
12. Restocking Fees
Restocking fees of 10-20% may apply to returns that are:
Customer error (wrong product ordered)
Change of mind (for non-perishables only)
Opened packaging (if product is still saleable)
Note: Restocking fees do not apply to defective products or our errors.
13. Wholesale Customer Terms
For established wholesale customers with credit accounts:
Returns and credits will be processed according to account terms
Credit notes can be applied to future invoices
Special arrangements may be available for regular customers
Keep all original packaging until issues are resolved
Proof of purchase (invoice/receipt) is required for all returns
Products must be returned in the same condition as received
We reserve the right to refuse returns that don't meet policy requirements
This policy does not affect your statutory rights
16. Policy Updates
We reserve the right to update this Refund and Return Policy at any time. Changes
will be posted on our website with an updated "Last Updated" date. Continued use
of our services constitutes acceptance of any changes.
📞 Need Help?
Our customer service team is here to assist you with any questions about
returns or refunds. Contact us and we'll resolve your issue quickly.