We deal in natural food products, so our return rules are specific and clear. Here is when we accept a return, how to request one, and when your money comes back.
This policy applies to products bought directly from the Al-Jamila Farms online store at aljamilafarms.com and shipped within the Arab Republic of Egypt.
Our online store has not launched yet. These terms apply to every order from the first day of sale, and we publish any update to them on this page before it takes effect.
Wholesale and export orders are governed by the contract signed between us and the buyer, not by this policy — see section 12.
Our products are natural, perishable foods subject to health regulations that prevent the resale of any package that has left our custody. For that reason we do not accept returns simply because you changed your mind once a package has been opened or its seal broken.
In return, we take full responsibility for anything that is our fault: a damaged product, one that does not match the specification, or one that arrives in an unacceptable condition.
We recommend checking the shipment in front of the delivery courier, and photographing the package before opening it if it shows any sign of damage.
In all of these cases the choice is yours: a replacement, or a full refund. We cover the shipping cost in both directions.
Please keep the product and its packaging as they are until we finish reviewing the request.
After we receive the returned product or review your photos, we inspect the case and tell you the outcome within 3 working days.
If we approve the request, we start the exchange or refund straight away. If the request does not meet the conditions, we explain why in writing and return the product to you at our expense.
We refund the full value of the product, and the shipping charges too when the error was ours.
If you prefer an exchange over a refund, we send a replacement of the same product as soon as the request is approved, at no extra cost to you.
If the product is out of stock at the time, we offer an alternative of equal value or refund the full amount — the choice is yours.
You can cancel your order in full and free of charge as long as it has not shipped yet. Write to us as soon as possible with your order number.
If the order has already left the farm it cannot be cancelled, but you may refuse delivery from the courier — in which case we refund the value of the product minus the actual shipping cost.
The shipment is our responsibility until it reaches your hands. If it arrives damaged, or does not arrive at all, tell us and we will follow it up with the shipping company on your behalf.
We will not ask you to chase the courier yourself, and we will send a replacement or refund you, whichever you prefer.
This policy does not apply to wholesale, export or supply-contract orders. Those are governed by separate contractual terms covering product specifications, inspection on delivery, the handling of rejected shipments, and the applicable law.
For enquiries about those terms, write to export@aljamilafarms.com.
This policy is governed by the laws in force in the Arab Republic of Egypt, including Consumer Protection Law No. 181 of 2018.
We always aim to settle any disagreement amicably and directly. Where that is not possible, the Egyptian courts have jurisdiction over the dispute.
We may update this policy as our products and shipping services develop. We publish the updated version on this page and change the "last updated" date at the top.
Every order is governed by the terms published at the time it was placed, not by any later version.
Send us a photo of the product and your order number, and we will take it from there. We usually reply within 24 to 48 hours on working days.