AL SAMN AL MALAKI | CLEAR AFTER-SALES CARE
Returns & Exchanges
We want every Al Samn Al Malaki order to arrive in a condition worthy of its quality. This page explains when an order can be reviewed, what information we need, and how we handle eligible product concerns fairly.
Our Service Principles
Fair Review
Each request is assessed on its facts, including product condition, packaging, and delivery circumstances.
Clear Response
We explain the required steps and available options once we receive the order details and supporting images.
Food Safety First
Opened or improperly stored food products are never returned to sale, protecting every customer.
When Can an Order Be Reviewed?
Contact us promptly if a container arrives damaged, you receive a different product, or the delivered quantity is clearly incomplete. Early reporting helps us verify the condition with our packing team or delivery partner.
- Your order number, name, and purchasing phone number.
- Clear photographs of the parcel, container, label, and affected area.
- A short description of the issue and delivery date.
- Keep the product and all packaging until the review is complete.
Items That Cannot Normally Be Returned
Because ghee is a food product, opened, used, or improperly stored containers cannot normally be accepted. A change of mind after opening, or a limited natural variation in color or texture caused by temperature and the character of traditional ghee, is not usually considered a defect.
Replacement or Refund Options
After verification, the appropriate solution may be a replacement, compensation for an affected item, or a refund through an available payment method. The decision depends on the order, destination, and delivery feasibility. No refund is approved before the review is completed.
Wholesale and International Orders
Wholesale and international orders follow the terms confirmed before purchase because quantities, packaging, customs, and carrier responsibilities vary by destination. Inspect shipments on arrival and document visible damage before the carrier leaves whenever possible.
Frequently Asked Questions
How long does a review take?
We begin once the order number, photographs, and required details are received. Carrier-related checks may require additional time.
Can I return an opened container?
Opened food containers are not normally accepted unless the reported concern relates to product quality and our team has approved a review.
Who pays return shipping?
When the issue is confirmed as our packing or product error, the proposed resolution will explain the shipping arrangement. In other cases, the customer may be responsible.
Is There a Problem With an Existing Order?
Send your order number, photographs, and a concise description. Our team will guide you through the review step by step.