Product Return Policy

1. Return Eligibility

At Mashal Organics, we want you to be completely satisfied with your purchase. You may return most items within 14 days of delivery for a full refund or exchange, provided the items meet the following conditions:

• Items must be unused, unopened, and in their original packaging
• Items must be in the same condition as when you received them
• Items must include all original tags, labels, and accessories
• Proof of purchase (order confirmation or receipt) must be provided

2. Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

• Perishable food items that have been opened or consumed
• Personal care products that have been opened or used
• Items that have been damaged due to misuse or negligence
• Items purchased on sale or clearance (unless defective)
• Customized or personalized products

3. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us: Email us at returns@mashalorganics.com or contact our customer service team with your order number and reason for return
2. Get Authorization: We will review your request and provide you with a Return Authorization (RA) number if approved
3. Package Items: Securely package the items in their original packaging, if possible
4. Include Documentation: Include a copy of your order confirmation and the RA number
5. Ship Items: Send the package to the address provided by our customer service team

4. Return Shipping

Customer Responsibility: Return shipping costs are the responsibility of the customer, unless the item is defective or we made an error in your order.

Our Responsibility: If you received a defective, damaged, or incorrect item, we will cover the return shipping costs. We will provide you with a prepaid return shipping label.

We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be responsible for items lost in transit.

5. Refund Process

Once we receive and inspect your returned item, we will process your refund:

• Processing Time: Refunds are typically processed within 5-10 business days after we receive your return
• Refund Method: Refunds will be issued to the original payment method used for the purchase
• Cash on Delivery Orders: For COD orders, refunds will be processed via bank transfer or other agreed-upon method
• Partial Refunds: If only part of your order is returned, you will receive a partial refund for the returned items only

6. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item:

1. Return the original item following our return process
2. Once your return is processed and refunded, place a new order for the item you want

We are working on implementing a direct exchange process and will update this policy when available.

7. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately:

• Take photos of the damaged or defective item
• Contact us within 48 hours of delivery
• Provide your order number and photos
• We will arrange for a replacement or full refund, including return shipping costs

8. Wrong Item Received

If you receive the wrong item, please contact us immediately. We will:

• Arrange for the correct item to be sent to you at no additional cost
• Provide a prepaid return label for the incorrect item
• Process a full refund if you prefer not to receive the correct item

9. Late or Missing Refunds

If you haven't received your refund yet:

• Check your bank account or payment method again
• Contact your bank or payment provider, as it may take some time before your refund is officially posted
• If you've done all of this and you still have not received your refund, please contact us at returns@mashalorganics.com

10. Return Address

Please do not send returns to our business address. Always contact us first to receive the correct return address and Return Authorization number. Returns sent without authorization may be refused or delayed.

11. Questions About Returns

If you have questions about our return policy or need assistance with a return, please contact us:

12. Policy Updates

We reserve the right to modify this return policy at any time. Changes will be effective immediately upon posting to this page. Your continued use of our website after any changes constitutes acceptance of the updated policy.