Global Store Return and Refund Policy

1. No voluntary change-of-mind cancellation

AL ZARROUK does not offer a voluntary cancellation or return merely because the customer changes their mind, ordered by mistake, or no longer wants the product.

Any mandatory statutory withdrawal or cancellation right that applies despite this store policy remains available.

2. Reporting a damaged, defective, incorrect, or non-conforming product

Contact AL ZARROUK within 10 days of delivery when the product is damaged, defective, incorrect, materially different from the order, or otherwise non-conforming.

Send the order number, a clear explanation, and clear photos and/or video showing the product, packaging, shipping label, and problem. AL ZARROUK may request reasonable additional evidence needed to verify the claim.

3. Remedy

When the claim is confirmed, AL ZARROUK issues a refund rather than exchanging or replacing the product.

AL ZARROUK may require the product to be returned. For an authorized return, AL ZARROUK pays the reasonable return-shipping cost.

There is no blanket requirement that a defective or non-conforming product be unused or in original packaging, but the customer should preserve the item, accessories, packaging, and evidence when reasonably possible until the claim is resolved.

4. Return instructions

Do not send a product to an address printed on a supplier parcel or to any address found independently. Contact AL ZARROUK first. Support will provide the authorized return instructions and destination when a return is required.

5. Refund method and timing

Approved refunds are returned in USDT for the amount approved for the order, to a compatible wallet address and network confirmed by the customer.

AL ZARROUK aims to complete an approved refund within 30 working days. When a physical return is required, that period may begin after the returned product is received and reasonably verified.

Never send a private key, seed phrase, wallet password, email password, or one-time login code to AL ZARROUK.

6. Lost or undelivered shipments

If the parcel has not been delivered 60 calendar days after dispatch, contact support. AL ZARROUK will investigate the tracking, carrier, supplier, and customs status.

If the shipment is confirmed lost or otherwise not deliverable for a reason for which the customer is entitled to a remedy, AL ZARROUK may either resend the order or issue a refund depending on the circumstances and product availability.

7. Customs-related non-delivery

Customs duties, taxes, clearance charges, postal handling fees, and customer-side import formalities are the customer's responsibility unless stated otherwise.

A parcel held, seized, abandoned, or returned because the customer refused or failed to pay lawful duties or complete customer-side clearance is not treated as store non-delivery solely for that reason, and AL ZARROUK does not provide a refund solely on that basis except where mandatory law requires otherwise.

This rule does not protect AL ZARROUK from responsibility for its own error, a prohibited or unlawful item supplied by the store, or any other responsibility imposed by law.

8. No product-category exclusions for valid defect claims

AL ZARROUK does not create extra product-category exclusions that remove a valid remedy for a confirmed damaged, defective, incorrect, or non-conforming product. Mandatory legal rules and exceptions still apply.

9. Contact

Use support@alzarrouk.com or the live chat shown on the store. Contact AL ZARROUK before returning any product.