Returns & Exchanges Policy

Jothrah Hassawi Rice, Tea & Coffee

At Jothrah, we are committed to providing high-quality food products and maintaining their safety throughout preparation, packaging, and shipping.

This policy explains our return and exchange procedures in accordance with applicable laws and regulations in the Kingdom of Saudi Arabia.

1. Return Period

Customers may request a return within 7 days of receiving their order, subject to applicable legal conditions and exceptions.

For change-of-mind returns, the product must remain unused and meet the applicable return conditions.

2. Return Eligibility

For change-of-mind returns, the following conditions apply:

• The product must be unused.
• Original packaging must remain intact and unopened where opening would affect food safety or resale eligibility.
• All included accessories and packaging must be returned, where applicable.
• The product must not have been damaged by improper customer handling or storage.
• A valid order number or proof of purchase must be provided.
• Customers must follow the return instructions provided by our support team.

Returns may be inspected to verify their condition, without limiting statutory consumer rights.

3. Food Product Returns

Due to the nature of Hassawi rice, tea, and coffee products:

• Food products that have been consumed or used are not eligible for change-of-mind returns.
• Products damaged by improper customer storage or handling are not eligible for change-of-mind returns.
• Food products with opened or compromised packaging may be assessed for safety and eligibility and may be refused where a lawful exception applies.
• These conditions do not affect customer rights regarding defective, damaged, or incorrectly supplied products.

4. Non-Returnable Items

Change-of-mind returns are not available where a statutory exception applies, including:

• Products prepared or customized according to customer specifications, except where defective or nonconforming.
• Products damaged due to improper customer handling.
• Used products that no longer satisfy applicable return conditions.
• Other exclusions recognized under applicable Saudi laws and regulations.

Purchasing a product at a discounted or promotional price does not, by itself, eliminate statutory consumer rights.

5. Exchanges

Customers may request an exchange when:

• An incorrect product was delivered.
• A product arrived damaged or defective.
• An order contains missing items.
• Another circumstance gives rise to a remedy under applicable law.

Change-of-mind exchanges are subject to return eligibility, product condition, and availability.

6. How to Request a Return or Exchange

Contact our customer support team and provide:

• Order number.
• Product name.
• Reason for the request.
• Clear photographs of the product and packaging where damage or an incorrect item is involved.

Please contact us for return instructions before shipping any item back.

The absence of photographs alone does not eliminate statutory consumer rights.

7. Return Shipping Costs

Store Error or Defective Product

Jothrah covers applicable return or exchange shipping costs where the product is defective, damaged due to circumstances attributable to the seller, or incorrectly supplied.

Change-of-Mind Returns

Customers are responsible for the actual costs arising from a change-of-mind return, including return shipping, to the extent permitted by applicable law.

Any applicable charges will be explained before return shipment arrangements are made.

8. Refund Processing

• Return requests are reviewed for eligibility.
• Returned products may be inspected before a refund is approved.
• Approved refunds are processed through the original payment method whenever possible.
• We aim to process approved refunds within 15 days after completion of the return procedure, subject to any shorter mandatory legal period.
• The time required for the refunded amount to appear may depend on the customer's bank or payment provider.

No additional charges will be imposed due to an established store error, product defect, or nonconformity.

9. Products Damaged During Shipping

If an order arrives damaged or incorrect, customers should contact us ly after discovering the issue and retain the product and packaging where possible.

We will coordinate with the shipping provider where necessary without limiting the customer's statutory rights.

10. Return Rejection

A return request may be rejected where legal eligibility conditions are not satisfied, including use, damage caused by customer mishandling, or an applicable statutory exception.

Customers will be informed of the reason for rejection and retain the right to raise a complaint with the appropriate authorities.

11. General Terms

• Returns are accepted subject to applicable legal requirements.
• Customers must take reasonable care of returned products until they are handed over for return shipping, subject to applicable law.
• Nothing in this policy restricts mandatory consumer protections under Saudi law.
• Order cancellation, delayed delivery, and nondelivery are governed by applicable regulations.

12. Contact Information

Jothrah Hassawi Rice, Tea & Coffee

WhatsApp: +966530224228

Email: [email protected]

Address: Kingdom of Saudi Arabia, Riyadh, South Riyadh, Al Aziziyah District.

E-Commerce Verification Number: 0000315171

Freelance Work Document Number: FL-583716360