Refund / Return & Cancellation

Return conditions:

As part of our commitment to Customer satisfaction, it is our customary business practice to allow Customers to return a Product within one (1) day subject to the following conditions:

  1. If the delivered Products were defected or damaged, you may ask for the replacement of the Products. In some cases, Al Rawabi Dairy Company may request for photographic proof and/ or additional information to properly investigate the issue with your order. If we determine that the order and/or Products you received are not of satisfactory condition or quality, we will collect the Products and issue full refund of the purchase price of the defected Products as reflected on Customer’s paid invoice.
    The Provisions of this Section (Returns Conditions) shall constitute Customer’s sole and exclusive remedy with respect to defective Products.
  2. Product returns are permitted during instances where you have received the wrong order. Make sure that the incorrectly delivered Products are in the original condition to arrange return for it.
  3. Al Rawabi Dairy Company does not accept the return of Products for refund or replacement if the Products were consumed or the actual sealing is opened unless it is related to the quality of the Products.

Shipping conditions:

  1. Al Rawabi Dairy Company will deliver your Products according to the selected delivery time slot. In case we face an event outside our control including, without limitation, weather condition, traffic congestion, peak time or distance, this could cause a delay in our deliveries and in such an instance we will keep you informed about the delivery status.
  2. If the Customer fails to accept delivery of the Products at the scheduled time slot, the purchase price shall become due and payable in accordance with the original payment schedule and all risks associated with the Products to be delivered, shall be borne by the Customer. Customer shall be responsible for all storage and handling costs incurred and to be incurred as a result thereof.
  3. Delivery costs shall be the costs associated with moving the Products from Al Rawabi Dairy Company’s Premises to the location where the Customer is shipping to.
  4. We will issue an e-invoice for your purchase and mail it to your registered email address.

Cancellation / Order editing (subscription):

  1. You are permitted to edit your order before the cut off time, i.e., until 3:00pm of the previous day of the scheduled delivery. Editing includes, adding/ removing Products and changing time slots.
  2. You can cancel your order online before the Product(s) is/are shipped before cut off time (3:00 pm) for a refund of your entire order amount. If the cancelation happens after 3:00pm and there is an order for the next day, the cancelation for this order on that specific date will not be possible. In this case, the Products will be delivered for the particular date and we will refund the amount for the rest of the orders in the subscription.

Refund conditions:

  1. In case of refunds, the amount will be directly credited to your wallet, and from your wallet you will have the choice to refund the amount to your credit/debit card or bank account (within 7-14 working days of the purchase).