At ElOubour Vegetables & Fruits (ElOubour Store), we are committed to delivering the freshest and highest-quality produce directly to your door. Because our products are perishable, our return and refund policies differ from standard e-commerce stores. Please read our policy carefully.

1. Perishable Goods Policy

Due to the nature of fresh vegetables and fruits, we cannot accept returns after a prolonged period. All claims for returns, refunds, or exchanges must be made within [24 hours] of receiving your order. We cannot process claims made after this timeframe.

2. Valid Reasons for Returns or Refunds

We will gladly issue a refund, provide store credit, or replace items under the following circumstances:

  • Damaged or Spoiled Items: The produce arrived in an unacceptable condition (e.g., bruised, spoiled, or damaged during transit).
  • Incorrect Items: You received a product different from what you ordered.
  • Missing Items: An item you were charged for was missing from your delivery.
  • Weight Discrepancies: A significant shortage in the weight of the bulk or retail items ordered.

3. Non-Returnable Items

We do not accept returns or issue refunds for:

  • Items that have been partially consumed, washed, or cut by the customer.
  • Products that deteriorated due to improper storage by the customer after delivery.
  • Claims made after the 24-hour reporting window has passed.
  • Buyer’s remorse (e.g., ordering the wrong item by mistake), given the perishable nature of the goods.

4. How to Request a Refund or Return

To initiate a claim, please follow these steps:

  1. Contact Us Immediately: Reach out to our customer service team within 24 hours of delivery.
  2. Provide Proof: Share your order number and clear photographs of the damaged, spoiled, or incorrect items.
  3. Keep the Items: Please do not dispose of the items until our team has resolved the issue, as we may need to retrieve them for quality control purposes.

5. The Refund Process

Once your claim is received and inspected, we will notify you of the approval or rejection of your request. If approved, you may choose one of the following resolutions:

  • Replacement: We will send a fresh replacement with your next order or schedule a new delivery (subject to availability and location).
  • Store Credit: We will add the item’s value to your ElOubour Store account for your next purchase.
  • Direct Refund: If you paid online, the refund will be processed back to your original method of payment within [5-10 business days]. For Cash on Delivery (COD) orders, refunds will be issued as store credit or via a digital wallet (e.g., Vodafone Cash) upon agreement.

6. Order Cancellations

You may cancel your order free of charge if it has not yet been dispatched for delivery. If the driver is already on the way, the delivery fee may still apply.

7. Contact Information

For any issues regarding your order, please contact us at:

Email: [email protected]

Phone / WhatsApp: 01009972972