Returns and Replacement Policy
Fruit and vegetables are fresh, perishable goods, so this policy differs from that of ordinary items. It is written to be clear before payment, not after.
The window: 12 hours from receipt
If an item arrives damaged, missing, or different from what you ordered, tell us within 12 hours of receiving the order. After that the condition of the goods can no longer be established, because their nature changes with time.
What is accepted
- An item damaged, spoiled or unfit at the moment of receipt.
- An item missing from the delivered order.
- An item different from what was ordered in type or grade.
- A weight difference beyond the limit published on the product page.
What is not accepted
- A change of mind after receipt, because the goods cannot be resold.
- An item kept after receipt in unsuitable conditions (out of refrigeration or in the sun).
- An item fully consumed, prepared or cut.
- A report made more than 12 hours after receipt.
How to report
- Contact us on WhatsApp or by phone on 0532716303, or through “Support” in the app.
- Attach a photograph of the item and the order number.
- We answer within 3 hours during customer service hours.
What happens once accepted
You choose one of two outcomes:
- Replacement: a sound replacement is sent with the next delivery run to your area, at no extra charge.
- Refund: the affected item alone is refunded, or the whole order if most of it was at fault.
How long a refund takes
- Online payment: the refund is sent to the bank within one business day of the request being accepted, and appears in your account within 5 to 10 business days depending on the card issuer. That last period belongs to the bank and is outside the platform's control.
- Cash on delivery: the amount is transferred to your bank account within 3 business days of receiving your IBAN, or credited to your platform balance if you prefer.
- No administrative fee is deducted from a refund.
Cancelling before delivery
- Before picking: cancelled at once, no charge, full refund.
- After picking, before dispatch: may be cancelled; a preparation cost may be deducted where the order was prepared to a special request.
- After the driver has left: cannot be cancelled; the order is then treated as set out above on receipt.
Business details and contact
- Legal name: Mawasim Al-Hana Trading Est., trading as “Jomla Al-Jomla”
- Licence 25/01/461021/590 — public markets activity, licensed by the Ministry of Environment, Water and Agriculture
- Mobile and WhatsApp: 0532716303
- Email: [email protected]
- Customer service hours: daily, 8:00 to 22:00
