Refund policy

Sharbatly Club Refund Policy for Defective Produce

  • Defective Perishable Goods (Fresh Produce, Fruits, Vegetables, and Flowers)

    Per Saudi E-Commerce Law (article 13) and its Implementing Regulations (article 11) (**), all perishable goods cannot be physically returned upon delivery or later.

    However, we understand that there might be instances of defective products, inedible or non-consumable fresh produce. In such cases, customers can open a claim within 24 hours of receiving the defective product.

     

    (Notes):

    • Definition of Defective Perishable Goods: Perishable goods are only considered defective and subject to the above refund policy if they are inedible and non-consumable (e.g., affected by mold, rot, wilting, etc.).
    • We do not guarantee specific ripeness or size for fresh produce; therefore, no complaints relating to ripening or size will be accepted.
    • We allow a weight difference tolerance of plus or minus 10% compared to the product description; Therefore, only complaints about weight differences beyond the aforementioned tolerance range will be taken into consideration.
    • The products are delivered as per the second picture on the product page, which is a generic representation.

     

    • Defective Non Perishable- Non-Food Items:

      Customers can open a claim for defective non-food/non-perishable items within 7 days of receiving the product.

     

    • Claim Procedure (for both perishable and non-perishable items):
    1. The customer must send a message to our Customer Service through WhatsApp at 0507716161 or an email to club@sharbatlyfruit.com within 24 hours (for perishable goods), or 7 days (for non-food/non-perishable goods), of receiving the product.
    2. The message must contain the order number, the product's name, and a clear picture of the defective product in its original packaging.
    3. Customer Service will file the claim and assist the customer within 48 hours.
    4. The claim will be processed by the Quality Control Team, and the final response might take up to 72 hours.

    (Notes):

    • Claims not complying with the above procedure will not be processed.
    • Single products cannot be returned to the delivery personnel under any circumstance.

     

    • Refund Policy and Methods:

    Refunds for orders paid online will be issued to the same payment method used at checkout (e.g., MADA, Visa/MasterCard, Apple Pay). Refund processing may take up to 5 business days, depending on the payment provider.

    Refunds for orders paid as "COD" (Cash on Delivery) will be issued exclusively as discount codes. Bank transfer refunds for COD orders are not allowed, except in rare and exceptional cases, and only with written approval from Sharbatly.club.

    No refunds can be issued in cash under any circumstances.


    • Non-Refundable Items:

      Gift cards and delivery fees are not refundable.

    • Product Collection:

      Sharbatly.club may require to physically return the product upon approving a refund

     

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    Sharbatly Club Cancellation Policy:

    Customers can cancel their orders according to the following Cancellation Procedure Terms & Conditions.

    • Cancellation for Perishable Goods (Fresh Produce, Fruits, Vegetables, and Flowers)
    1. Customers can request the cancellation of a purchase order only by sending a Cancellation Request via WhatsApp at 0507716161 or by e-mail to club@sharbatlyfruit.com.
    2. The cancellation request must be made before 12 pm on the scheduled delivery day, any requests for cancellation sent after the aforementioned deadline will not be eligible for a refund and will not be processed. The customer is responsible for making the cancellation request before the specified cut-off time (i.e., 12 pm of the delivery day). Failure to do so may result in the order being processed and delivered as scheduled.
    3. Once the cancellation request is received, our customer service team will process and confirm it with the customer.

     

    • Cancellation of Non-Food/Non-Perishable Products
    1. Customers can request the cancellation of a purchase order only by sending a Cancellation Request via WhatsApp at 0507716161 or by e-mail to club@sharbatlyfruit.com.
    2. The cancellation request must be made within 7 days following the date of receipt of the product, provided that the Customer has not used/benefitted from the goods (any requests for cancellation sent after the aforementioned deadline will not be eligible for a refund and will not be processed).
    3. Once the cancellation request is received, our customer service team will process and confirm it with the customer, provided the cancellation request fully complies with this Policy and the conditions of the Saudi “E-Commerce Law” and the “Implementing Regulations of the E-Commerce Law” (**) and not falls within the limits and exclusions indicated therein.
    4. If the request for cancellation is received after the delivery of the product, the customer will be required to bear and/or reimburse the seller for the shipping costs. The Customer, at his own charge, will take care to return the product to the seller, and the refund of the product price will be processed by Customer Service Team only after verifying that the returned product is intact and in compliance with this Policy and the general regulations.

     

    • Refund Process after Cancellation:
    1. A full refund will be issued to the customer if the cancellation request fully complies with the abovementioned Cancellation Policy for Perishable Goods (Article 1)
    2. A full refund will be issued to the customer if the cancellation request fully complies with the abovementioned Cancellation Policy for Non-Food/Non-Perishable Goods (Article 2) if the request for cancellation is received before the delivery of the product; otherwise, the shipping fees will be deducted from the refund.
    3. Refunds for orders paid online will be processed to the original payment method.
    4. The refund may take up to five (5) days to reflect in the customer's account, depending on the payment provider.

    (Please note that the above Policy rules are subject to the laws and regulations in effect at the time of the refund request. Any changes in the e-commerce laws or regulations may impact the Policy, and we will update our policy accordingly to comply with the latest guidelines).

    (This document is drafted in both the Arabic and English languages.

    In case of any differences between the two versions that may lead to doubts about the correct interpretation of any clause, the Arabic language version will prevail over the English one.)

    (**)

    “E-Commerce Law” 26 July 2019, promulgated by Royal Decree No. M/126 (Cabinet Decision No. 628/1440)

    Article 13

    1. Without prejudice to contractual and regulatory provisions of the warranty, a consumer may, in cases not provided for in paragraph (2) of this Article, rescind the contract within seven days following the date of receipt of the product or the date of the service contract, provided he has not used the product, received the service, or benefitted from either one. In such case, the consumer shall bear the cost of rescinding the contract unless agreed otherwise.
    2. Notwithstanding paragraph (1) of this Article, a consumer may not rescind a contract in the following cases:
      a) If the subject of the contract is a customized product or a product manufactured at the consumer’s request, except for defective products or products that do not meet agreed specifications.
      b) If the subject of the contract is videotapes, records, compact discs, or computer software that have been used.
      c) If the subject of the contract is the purchase of newspapers, magazines, books, or other publications.
      d) If the defect is attributed to the consumer’s mishandling of the product.
      e) If the subject of the contract is the provision of accommodation, transportation, or catering services.
      f) If the subject of the contract is the purchase of an online downloadable software, except for faulty software that cannot be downloaded or does not conform to the agreed specifications.
      g) Other cases specified by the Regulations according to the nature of the product or service.

      “Implementing Regulations of the E-Commerce Law”

      Article 11

      Subject to the provisions of paragraph (2) of Article 13 of the Law, the Consumer shall not be entitled to terminate the contract in the following cases, unless otherwise agreed:

      1. If the subject of the contract is a product liable to deteriorate within the period of permissibility of the contract termination.
      2. If the subject of the contract is a product that cannot be resold for health reasons.
      3. If the subject of the contract is a product containing several elements that have been merged and cannot be returned to its original condition.
      4. If the subject of the contract is a hotel reservation service, travel ticket, vehicle rental, transportation or event management service.
      5. If the subject of the contract is a product designed and produced specifically for the Consumer according to the specifications of the Consumer’s request.
      6. If the contract is concluded at a public auction.
      7. If the subject of the contract is a product or service for which the price may be subject to change during the period in which the contract may be terminated, depending on a market characterized by continuous price volatility outside the control of the Service Provider, such as gold and silver.