Return and Refund Policy

Article 1: Order Cancellation Policy Before Receiving the Order

Since the relationship between the seller and buyer on this platform is a business-to-business (B2B) relationship, the return and exchange policies used to protect the average consumer do not apply here. A mechanism is required for both parties to control order cancellations and requests for returns or exchanges. Therefore, we outline below the cases in which the buyer is allowed to cancel an order and receive a refund before receiving the order.

1- Cancel the order before the seller approves it.

The buyer may cancel the order and request a refund after placing the order, as long as the order status is still pending the seller's approval. However, the buyer will bear the bank fees and any other costs that may be incurred as a result of this cancellation.

2- Cancel the order due to delay in delivering the shipment to the buyer on time.

If the shipment is delayed beyond the specified time, the buyer must check the shipment status via the platform:

1- If the shipment is in transit (in the delivery stage): The shipment will be delivered soon, and the buyer must contact the seller or shipping company to confirm the delivery date.

2- If the specified delivery time exceeds 10 days, the buyer has the right to submit a cancellation request and receive a refund. In this case, the platform is responsible for returning the funds to the buyer.

~~3- Cancel the order due to the shipment not reaching the buyer, with the order status showing “Delivered”~~

1- The shipping company may be currently delivering your shipment. Please wait or check with the shipping company's offices in the destination country.

2- Verify that the delivery address listed in the logistics information matches your address. If there is any discrepancy, please contact the seller or shipping company to resolve the issue.

3- If the problem is not resolved and the shipment waiting period exceeds 10 days from the specified date, the buyer has the right to submit a cancellation request and receive a refund.

4-~~Cases in which the buyer may not cancel the order~~

The buyer is not entitled to submit a request to cancel the order in the following cases:

1- If the order is submitted after the seller has approved the purchase order, and the order status becomes “Approved”, “Ready for Delivery”, or “Out for Delivery”.

2- If the delivery was made on time and the shipment was intact and free from any damage or defects.

3- The order cancellation policy does not apply to international shipments, as delivery times may be affected by multiple factors, such as customs procedures, local regulations in the destination country, and other factors beyond the seller's control. The seller is not responsible for any delays resulting from these factors, and the buyer has no right to cancel an order due to a delay in the delivery of international shipments unless otherwise agreed upon between the seller and buyer.

Article Two: Return and Refund Policy after Receiving the Order

Since the relationship between the seller and buyer on this platform is a business-to-business (B2B) relationship, the return and exchange policies used to protect the average consumer do not apply here. A mechanism is required for both parties to control order cancellations and requests for returns or exchanges. Therefore, we outline below the cases in which the buyer is allowed to cancel an order and receive a refund after receiving the order.

1- Cases in which the buyer may submit a request for a return and refund

The buyer can submit a return request through the platform or through available communication methods for the following products:

1- Products that are damaged, defective, or delivered in poor condition due to the seller.

2- Products that are damaged, defective, or delivered in poor condition due to the shipping company.

3- Products that were delivered incorrectly.

4- Products that do not conform to the agreed specifications.

2- Cases in which the buyer may not submit a return and refund request

The buyer cannot submit a return or refund request in the following cases:

1- If the received products are intact and free from any defect or damage.

2- If the products are fully consistent with the agreed specifications.

3-If the products are made to the buyer's request.

4-If the products are large freight shipments or international shipments.

5- If more than three days have passed since the buyer received the shipment.

3-~~Determine who caused the return of the shipment and charge the fees~~

The party responsible for returning the shipment will be identified and charged bank and shipping fees according to the following cases:

1- The seller shall bear the bank fees and shipping fees in the following cases:

1- If the products are damaged or defective due to the seller’s fault.

2- If the delivered products are wrong and incorrect.

3- If the products do not conform to specifications.

4- If the shipment delivery is delayed due to a reason attributable to the seller.

2- The shipping company shall bear the bank fees and the fees for returning the shipment to the seller in the following cases:

1-If the products are damaged during transportation due to poor shipping process.

2- If the shipping company delays the delivery of the shipment beyond the specified date after receiving it from the seller.

3- The buyer shall bear the bank fees and the return shipment fees in the following cases:

1- If the buyer requests to cancel the shipment after it has been shipped and before receiving it, this is done by submitting a return request after receiving the shipment in accordance with the seller’s and platform’s return policies.

2- If the buyer provided an incorrect delivery address or incorrect contact information, which resulted in the shipment not being delivered.

3- If the buyer refuses to receive the shipment without a legitimate reason.

4- If the buyer delays receiving the shipment after its arrival at the specified address for a period exceeding the period specified by the shipping company.

4- Refund Policy and Terms

1- Time limit for refund

After the order status becomes "Returned," the system will process the buyer's refund request within 3 business days, and the amount will be returned to the buyer's account within an additional 2 business days.

~~Note:The refund process may take a little longer, so please check your email for the refund message and wait for it to complete.~~

2- Cases in which the buyer recovers an amount less than the amount due.

There are some situations that may result in a refund of less than expected:

1- Transaction fees: Banks may charge transfer fees during the refund process. Buyers can verify the details of the fees with their bank.

2- Exchange rates: If payment is made in local currency, there may be a difference in exchange rates that will result in a lower amount when refunded.

3- Refund in case the credit card expires

~~If payment was made using a credit card that has expired or become invalid, the funds will be refunded to the same card. Please contact the card issuer for instructions.~~

4- Processing fees imposed by the bank

Although Buyer Protection is free, the following costs are not covered:

1- Currency conversion fees imposed by the card issuer.

2- Credit card transaction fees.

3- Exchange rate differences.

Please contact the issuing bank for more information.

5- Sending money to verified accounts

All payment methods supported on the platform include online transfers and bank transfers. The refund will be credited to the original account used by the buyer when making the payment.

6- Procedures to be followed if the buyer does not receive his money

1- Please check the order status to see if it says "Refunded." The system automatically transfers the amount when the refund process is complete.

2- Please wait for the specified business days before verifying your financial account.

3- If you do not receive your money back after the time frame has expired, it is recommended to contact the bank that issued the card for details.

Article 3: Dispute

This article covers all amicable settlements between the buyer and seller on the platform, such as order cancellation, return, or refund. These procedures are a mutual agreement between the seller and buyer. However, if the seller rejects the buyer's request for a return or refund, the buyer must follow further procedures and open a dispute to reach a resolution and settlement.

1- Cases of opening a dispute

The buyer has the right to open a dispute in the following case:

If the buyer receives the shipment and finds it defective, damaged, or does not conform to the specifications outlined in the Returnable Products Policy, the buyer will submit a return and refund request to the seller. If the seller rejects the request, the buyer may file a dispute within three business days from the date of the seller's rejection. If this period exceeds, the buyer is deemed to have accepted the product and is not entitled to a return.

1- How to open a dispute

The buyer can open a dispute by following these steps:

1- Log in to his account on the platform (through which the purchase was made).

2- Go to the orders page, then enter the order number.

3- Click on “Register a dispute” and fill in the dispute details.

Buyers should note that each purchase has only three days to file a dispute after receiving the order. If the buyer does not file a dispute within this period after the return request is rejected, the order will be closed and the order status will be considered "Delivered." In this case, the buyer will not be able to file a dispute, request the platform's intervention, or withhold the seller's payments. If the three-day period expires, the buyer must contact the seller directly to correct the error or replace the product without the platform's intervention.

2- Cases in which the buyer cannot open a dispute

1- If the request does not reach the stage that allows for opening a dispute.

2- If a dispute has been opened previously for the same request, as it is not permitted to open a dispute more than once for the same request.

3- If the return and refund request is accepted and the products are returned, in this case the buyer cannot open a new dispute regarding the order.

3- Procedures to be followed by the buyer after opening the dispute

After opening a dispute, the buyer can track the progress of the dispute by viewing the dispute details on the My Orders page. At this stage, it is recommended that the buyer contact the seller directly to reach an agreement.

1- If an agreement is reached between the buyer and the seller, the dispute is closed.

2- If the seller does not agree, the buyer can submit a new offer and contact the seller to reach a solution.

3- If the seller makes a new offer, the buyer can accept or reject it.

4- If an amicable settlement is not reached between the seller and the buyer, the dispute will be pending and resolved by the platform.

4- Dispute procedures in the competent court

1- If one of the parties decides to resort to the judiciary to resolve the dispute, documents proving the filing of the lawsuit must be submitted to the court. The platform will then freeze the release of funds until a final ruling is issued on the dispute.

2- The buyer acknowledges and agrees that the platform will provide all documents and papers in its possession to either party (seller or buyer) if requested to reach a resolution to the dispute.

5- Dispute closure procedures

The buyer or seller can end the dispute by accessing the dispute page on the platform and selecting the “Dispute Resolved” or “Dispute Closed” option.

Article 4: Buyer Protection

1-What is the warranty?

Escrow is when the purchase is completed. The purchase amount is deposited with the platform to ensure delivery of the products to the seller after the transaction is completed. In online purchases, the buyer transfers funds to the platform, while the seller ships the products. When the buyer confirms receipt of the shipment and is satisfied with the products, the platform releases the payment to the seller.

2-The importance of the warranty to the buyer

Escrow is a safer method, as the platform acts as a third party intermediary that reduces the risk of fraud by managing and distributing funds on behalf of buyers.

3- Buyer Protection Procedures

1- The platform management follows up on shipments and verifies the delivery process through the procedures specified for each party, including the shipping company.

2- In the event of disputes, the platform administration will assist the buyer and seller in reaching a settlement.

3- The amount will not be paid to the seller until the buyer confirms receipt of the products and is satisfied with them, or in the event of a final ruling in the dispute ordering the payment to be delivered to the seller.

4-What if the seller offers to complete the transaction directly without using the platform?

If you receive an offer from a seller to complete a transaction directly, without using the platform, we advise you not to respond. Please notify us immediately. If you decide to complete the transaction directly with the seller, you bear the risk and will not be able to benefit from the platform's protection if the products do not arrive or do not meet your expectations. The platform also cannot assist you with refunds or replacements if you choose to bypass our services during the purchase process. Please note that our escrow system ensures that you will not pay the seller until we are fully satisfied with your purchase.

Hana Food Industries Company

Hana food industries company is owner for hana brand hana water

Riyadh, حي المرسلات, طريق ابو بكر الصديق