Returns and Exchanges

Returns and Exchanges Policy

Omi Moothy’s Farm is committed to offering premium dates and food products that meet the highest quality standards. We always strive to ensure complete customer satisfaction. Due to the nature of food products, the following returns and exchanges policy has been established in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.

1. Exchange Policy

Customers may request an exchange within 24 hours of receiving their order in any of the following cases:

  • The product arrives damaged or in an unsatisfactory condition due to shipping.
  • The product received is incorrect or differs from the order placed.
  • The product has a defect that affects its quality.

The following conditions must be met for an exchange request to be accepted:

  • Customer Service must be contacted within the specified period.
  • The product must remain in its original condition.
  • Clear photographs showing the issue or damage must be provided, where applicable.
  • The store reserves the right to inspect and assess the product before approving the exchange.

If the issue is found to be the store’s responsibility, the product will be exchanged at no additional cost to the customer, and the store will cover all shipping fees.

If the exchange is requested solely due to the customer’s preference, without any error or defect in the product, the customer will be responsible for all shipping and exchange costs.

2. Return Policy

Customers may request a return within 24 hours of receiving their order, provided that:

  • The product remains in its original condition.
  • The product has not been opened, used, or partially consumed.
  • The product has been stored according to the appropriate instructions.
  • Proof of purchase is provided when required.

Once the returned product has been received and confirmed to meet the conditions above, the refund will be issued to the original payment method. Refund processing may take between 7 and 21 business days, depending on the payment provider or bank.

3. Non-Returnable and Non-Exchangeable Products

Products cannot be returned or exchanged in the following cases:

  • The product has been opened or partially consumed.
  • The product was damaged due to improper use or storage after delivery.
  • The product was not stored according to the appropriate instructions.
  • The order was customized, prepared, or packaged according to the customer’s request.
  • More than 24 hours have passed since the order was received.
  • Proof of purchase cannot be provided when required.

4. Store Responsibility

Omi Moothy’s Farm is responsible for ensuring the safety and quality of its products until they are delivered to the customer. The store is not responsible for damage resulting from improper handling, use, or storage after delivery.

If any of the following occurs:

  • The product is damaged.
  • The product type or quantity is incorrect.
  • An error occurs while preparing the order.
  • The product arrives in an unsuitable condition due to shipping.

The customer is entitled to either:

  • A replacement at no additional cost; or
  • A full refund of the amount paid.

5. Shipping Fees

  • The store will cover all shipping costs if the return or exchange is caused by a store error or a damaged or defective product.
  • The customer will cover the shipping costs if the return or exchange is requested due to personal preference or for reasons unrelated to the product’s quality or the accuracy of the order.

6. Refunds for Tabby and Tamara Payments

If an order was paid for using a buy-now-pay-later or installment service such as Tabby or Tamara, and the customer requests a return without any error or defect in the product or order, Omi Moothy’s Farm reserves the right to deduct 2% of the order’s total value. This deduction covers the non-refundable fees and commissions charged to the store by the payment service provider.

If the return is caused by a store error or a damaged or defective product, the full amount paid will be refunded without any deductions.

7. How to Submit a Return or Exchange Request

Customers may submit a return or exchange request by contacting Customer Service, providing the order number, and attaching clear photographs showing the issue. The request will be reviewed, and a response will be provided as soon as possible.

8. General Terms

  • This policy is governed by the laws and regulations of the Kingdom of Saudi Arabia.
  • Omi Moothy’s Farm reserves the right to amend or update this policy at any time. The version published on the website will be considered the official and applicable version.
  • Completing a purchase from the store constitutes acceptance of all applicable terms and conditions, including this Returns and Exchanges Policy.
  • Omi Moothy’s Farm is always committed to providing an exceptional shopping experience and premium-quality products worthy of its customers’ trust.