Return & Refund Policy
Cancellation, Exchange, Return, and Refund
Customers may cancel purchases at any time before the Product status is in "Preparing for delivery". Once the purchased Product is in "Preparing for delivery" status, cancellation will be subject to Merchant Member's approval and ALTTIJARA Member's Policies. Once Product is in "Delivery" status, such purchase will be subject to a return process in accordance with ALTTIJARA's Policies.
In the event that there is any disagreement between the Merchant Members and ALTTIJARA regarding this matter, the Policies will prevail Customers may request for the return, exchange or refund of the Product at any time within 7 (seven) business days from the date of receipt. With respect to a return-related matters, the relevant Regulations and Policies will prevail over the terms and conditions suggested by the Merchant Member. After receiving returns or exchange requests from Customers, Merchant Members must respond by expressing in writing either approval or denial within 5 (five) business days to the Customer and/ or ALTTIJARA. Should the Merchant Members fail to do so, ALTTIJARA may assume that the Merchant Member has accepted to the Customer’s request and will automatically proceed with the refunds or exchange. Once the request for returns or exchange has been followed up by the Merchant Member and the Merchant Member have received the Products returned by the Customer, Merchant Members may postpone refunds or exchange if there is a need to check for any delivery fee settlement from the Customer or, whether free gift has been returned and should there be a justifiable reason, Merchant Member may reject returns. Upon this request, ALTTIJARA's Customer Service Centre will confirm the situation with the Merchant Members and proceeds towards carrying out suitable actions for refunds in accordance with applicable and specific Policies that are relevant except in the case where the Merchant Member wishes to dispute Customer’s return of the Products and request for refunds or exchange, ALTTIJARA may postpone refunds if Merchant Members request to postpone refunds by providing evidence on suitable reason.
For pack and pick method, if the Customer sends the Product for returns to ALTTIJARA due to good causing and if delivery to the designated recipient is impossible including but not limited to loss of contact with Merchant Member, the Customer will notify ALTTIJARA and ALTTIJARA’s shipping company will pick-up the Product within 5 (five) business days. If the Merchant Members do not respond within 5 (five) business days, ALTTIJARA may permanently dispose the corresponding Product. Should there be any fault or any safety concerns with the Product, ALTTIJARA will require the Merchant Members to recall its entire stock and to repair, exchange, refund, and all costs will be borne by the Merchant Member.
Returns costs will be borne out by the party attributable to the returns request, such as:
- Customer, where the returns is due to his/ her change of mind and
- Merchant Member, where the returns is due to the defects in the Product, delivery delay by Merchant, and/ or delivery of the wrong or different product.
For exchange of the Product (s) due to defects in the Product or if the wrong/ different Product was sent to the Customer, the Customer must return the Product to the Merchant Members and acknowledge ALTTIJARA for return details including tracking number. The Merchant Members will deliver the replacement Product to the Customer after the Merchant receives Member Reviews such defect or wrong product from the Customer. Merchant Member is obligated to use shipping company that provides tracking system and Merchant Members must inform the tracking number to the Customer. For exchange of the Product (s) due to the Customer's change of his/ her mind, the exchange must be pre-approved by ALTTIJARA.
Customer is not allowed to return or exchange Products belonging to the following Product categories, UNLESS the Product is defective, malfunctioning or was wrongly delivered:
- Products Delivered from Overseas
- Beauty Products
- Food, Including Perishable and Non-Perishable.