Return and Refund Policy

1. Cancelling before shipment

Ask to cancel as soon as possible by emailing support@alzarrouk.com with your order number. If fulfillment has not started, we will cancel the order. If the parcel has already been processed or shipped, the request is handled under the return rules below.

2. Withdrawal for eligible products

Subject to applicable law and the exceptions below, a consumer may notify us of withdrawal within 10 working days after receiving the goods. The product must be returned in its received condition with its accessories and, where reasonably possible, original packaging. For a change-of-mind return, the customer normally bears the direct return cost.

After the returned goods are received, the amount paid is refunded within 10 working days, or any shorter period required by applicable law. Contact us first for the authorized return destination; do not send a parcel to an address printed on a supplier label without our instructions.

3. Damaged, defective, incorrect, or non-conforming products

Contact support@alzarrouk.com as soon as possible and within 10 working days of delivery. For fast carrier evidence, reporting visible transport damage within 48 hours is helpful, but this recommendation does not reduce mandatory legal rights.

• Provide the order number and a clear description of the problem.
• Attach clear photos or a short video of the product, packaging, and shipping label.
• Keep the product and packaging until we finish the review; do not destroy or repair the item without approval.
• AL ZARROUK will handle the supplier or carrier claim. The customer does not need to negotiate with the supplier.

When the claim is confirmed, we will arrange an appropriate remedy, such as replacement, reshipment, repair where appropriate, or refund. For an incorrect or non-conforming product, the related reasonable return expense is handled as required by applicable law.

4. Late delivery and unavailable products

If we cannot supply an ordered product, we will inform you and arrange a full refund where payment was received. If a seller-controlled delivery commitment is not respected, you may use the remedies available under applicable law, including returning the product in its received state within the applicable period.

5. Exceptions

Except for visible or hidden defects and other mandatory rights, withdrawal can be excluded where applicable for personalized products, products that cannot be returned or are liable to deteriorate or expire rapidly, unsealed audio/video recordings or software, digital content already supplied with the required consent, and newspapers or magazines. Hygiene-sensitive items can also be restricted after opening where the law permits and the restriction was disclosed before purchase.

6. Refund method for USDT orders

Approved refunds are calculated using the original order amount in USDT, subject to mandatory law. We may ask you to confirm a compatible wallet address and network, or agree another lawful refund method. Never send a private key or seed phrase. Unrecoverable network or exchange fees are excluded unless the refund is caused by our non-conformity or applicable law requires otherwise.

7. Statutory rights

This policy is intended to reflect the Tunisian rules applicable to electronic commerce, including the 10-working-day withdrawal period and remedies for goods that do not conform to the order. It does not replace or reduce any mandatory consumer warranty, conformity, defect, or reimbursement right.