Rafah Garden

Refund & Exchange Policy

Rafah Garden

Refund & Exchange Policy

Effective Date: December 2024

1. Our Commitment

At Rafah Garden, we take immense pride in the quality of our Dragon Fruit Crush and Jam. We ensure all products are packaged carefully and meet the highest standards before they leave our facility. Your satisfaction is important to us, and we are here to help if your order arrives damaged or defective.

2. General Policy (Non-Returnable Items)

Due to the perishable nature of our food products, we cannot accept returns or offer refunds for items based on a change of mind or personal taste preference. All sales are final, except in the specific circumstances outlined below.

3. Grounds for Refund or Exchange

We will gladly offer a refund or replacement only if one of the following issues occurs:

  • Damage in Transit: The product container (jar or bottle) is broken, cracked, leaking, or the safety seal is compromised upon arrival.
  • Product Defect/Spoilage: The product shows visible signs of spoilage (e.g., mold, significant discoloration, or unusual odor) upon unboxing.
  • Incorrect Item Received: You received a product that does not match your original order (e.g., received Jam when you ordered Crush).

4. How to Submit a Claim

If your order meets one of the criteria above, you must initiate a claim immediately so we can address the issue promptly.

Time Limit

You must contact us within 48 hours of your delivery date. Claims submitted after this period may not be honored due to the nature of perishable goods.

Required Documentation

To process your request for a refund or replacement, we require:

  • Your Order Number or proof of purchase
  • Clear photographs of the damaged, defective, or incorrect item. Please include a photo of the original shipping box if it also shows damage.

Submission Instructions

Please send your claim and documentation to:

5. Resolution: Refund or Replacement

Once we receive and inspect your photo evidence, we will notify you of the approval or rejection of your claim.

If Approved

We will offer you the choice of:

  • Replacement: We will immediately ship you an identical replacement product, free of charge.
  • Full Refund: A full refund will be processed to your original method of payment within 7-10 business days.

6. Order Cancellations

If you need to cancel an order, please contact us immediately. Orders can only be cancelled for a full refund if they have not yet been processed or shipped (typically within 2-4 hours of placing the order). Once an order has been shipped, it cannot be cancelled or recalled.

7. Contact Us

If you have any questions about our Refund & Exchange Policy, please contact us:

📌 Important: We appreciate your understanding of our policies. These guidelines help us maintain the highest quality standards and ensure every customer receives fresh, quality products.