Last Updated: [Date]
At New Muyal, we are committed to providing you with the freshest, highest-quality groceries delivered to your door. We understand that sometimes a product may not meet your expectations. This policy outlines the procedures for returns, refunds, and replacements.
Due to the perishable nature of our products, our policy is designed to be fair to both you and our business, ensuring we can maintain the highest standards of food safety and quality.
1. The 100% Satisfaction Guarantee
Your satisfaction is our priority. If you are not happy with the quality or condition of any item you receive, please let us know. We will happily issue a refund or replacement for any product that is damaged, defective, spoiled, or does not meet the quality standards you expect from us.
2. Eligibility for Returns & Refunds
We offer refunds/replacements for the following reasons:
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Damaged or Broken Items: Items that arrive broken, leaking, or with damaged packaging (e.g., dented cans where the seal is compromised).
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Spoiled or Expired Goods: Any item that is spoiled, rotten, or has expired before the “use-by” or “best-before” date on the package.
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Incorrect Item Received: You received an item different from what you ordered.
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Missing Items: An item from your order confirmation email is missing from your delivery.
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Significant Quality Issues: The product’s quality is not as described or is unsatisfactory (e.g., overripe fruit, wilted vegetables).
What is Not Eligible for Return/Refund:
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Change of Mind: We cannot accept returns or offer refunds if you simply change your mind about a product, ordered it by mistake, or no longer need it.
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Minor Packaging Imperfections: Items with minor cosmetic imperfections to the packaging that do not affect the quality or safety of the product inside.
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Properly Stored Perishables: Items that have spoiled due to not being stored correctly after delivery (e.g., not being refrigerated).
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Products Past Their “Best-Before” Date if a reasonable amount of time has passed since delivery.
3. How to Request a Return, Refund, or Replacement
Timeframe: Please report any issues within 24 hours of receiving your delivery. This allows us to address the problem while the details are fresh and ensures the quality of the product in question can be properly assessed.
To initiate a request, please contact us:
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Email: Send an email to [customer.service@yourwebsite.com].
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Phone: Call us at [Your Phone Number] during business hours.
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Website Contact Form: Use the form on our “Contact Us” page.
Please provide the following information in your request:
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Your Name and Order Number.
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The product name and the issue (e.g., “Bananas were overripe and bruised”).
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Photographic evidence (highly recommended). Please attach clear photos of the product showing the issue (e.g., the spoiled item, the damaged packaging, the incorrect item next to your packing slip).
4. The Process: Refunds & Replacements
For Non-Perishable & Household Items:
For eligible non-perishable items, you may be asked to return the product to us. Once we receive the returned item, we will process your refund to the original method of payment. In many cases, we may simply issue the refund without requiring a physical return.
For Perishable Goods (Fruits, Vegetables, Dairy, Meat, etc.):
You do not need to return the perishable item. For health, safety, and hygiene reasons, we do not want spoiled food returned to us. Simply dispose of the item as you see fit. Upon approval of your claim (often with a photo), we will immediately process a refund or arrange for a replacement in your next order.
5. Refund Methods and Timing
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Refunds will be processed to the original payment method used at the time of purchase.
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Processing Time: Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.
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Store Credit: In some instances, we may offer the option of store credit for immediate use on your next purchase.
6. Delivery Issues
If your entire order is missing or significantly delayed, please contact us immediately. We will investigate with our delivery partner and work to resolve the issue, which may include redelivery, rescheduling, or a full refund.
7. Contact Us
If you have any questions about our Returns and Refunds Policy, please get in touch.
Email: [support@yourwebsite.com]
Phone: [Your Phone Number]
Business Hours: [Your Business Hours, e.g., Mon-Fri, 9 AM – 5 PM]