Refund and Returns Policy

At sebhagomla.com, we strive to ensure customer satisfaction and to supply products that match the agreed specifications. Since this website primarily serves wholesale orders, and because some products may be natural, customized, or prepared upon request, all return and refund requests are subject to the following terms:

1) Scope

This policy applies to orders placed through sebhagomla.com, unless different terms have been agreed in writing for a specific order or customer.

2) Nature of Products

Some products offered on the website may be:

  • Wholesale products
  • Prepared, assembled, or made-to-order items
  • Natural products that may vary slightly in grain, shade, weight, or appearance

Accordingly, minor natural variations or non-material differences that do not affect the intended use or general value of the product shall not be considered valid grounds for return or refund.

3) When can a customer request a return or refund?

A return or refund request may be submitted only in the following cases:

  • The delivered product is clearly different from what was ordered
  • There is visible damage, breakage, or a confirmed manufacturing defect upon delivery
  • There is a clear shortage in the delivered quantity compared to the invoice or agreement

4) Time limit for submitting a request

The customer must inspect the shipment immediately upon receipt and notify us of any issue within [48 hours / 72 hours] from the time of delivery.

Requests submitted after this period may not be accepted.

5) Conditions for reviewing a return or refund request

To review a request, the customer must provide:

  • Order number or invoice number
  • Customer name and contact details
  • A clear description of the issue
  • Clear photos or video showing the issue
  • Notification before the item is used, resold, modified, or tampered with

6) Cases not eligible for return or refund

Returns or refunds will not be accepted in the following cases:

  • If the request is submitted after the stated time limit
  • If the product has been used, operated, resold, altered, or tampered with
  • If the product was specially manufactured, prepared, or customized for the customer
  • If the issue relates only to minor differences in color, weight, grain, or texture in natural products
  • If the damage resulted from improper storage or misuse after delivery
  • If the issue arose due to incorrect shipping information provided by the customer

7) Review and resolution process

After receiving and reviewing the request, we reserve the right to determine the appropriate resolution based on the case. This may include one of the following:

  • Accepting the return of the product
  • Issuing a full or partial refund where justified
  • Completing the missing quantity
  • Offering a replacement or store credit for a future order where we consider it appropriate

The final resolution will depend on the nature of the issue, the condition of the product, and the availability of any alternative solution. Any alternative remedy remains at our discretion unless expressly confirmed.

8) Shipping costs for returns

If the error, damage, or shortage is confirmed to be our responsibility, we will bear the relevant shipping cost for the approved return or other accepted resolution, as applicable.

If the request is not due to an error on our side, the customer may be responsible for return shipping and any related charges.

9) Refunds

Where a refund is approved, it will be processed through an appropriate method determined by us, such as:

  • Bank transfer
  • Store credit for a future order
  • Any other mutually agreed method

Refund processing may take several business days depending on the payment method and financial review procedures.

10) Order cancellation

An order may be canceled before preparation, production, or shipping begins. Once an order has entered preparation, shipment, or customer-specific allocation, cancellation may no longer be possible, or actual incurred costs may be deducted.

11) Special notes for wholesale orders

Due to the nature of wholesale trade, return and refund terms may differ for large orders, custom orders, or international shipments depending on prior written agreement with the customer. In such cases, the written agreement shall prevail.

12) Contact us

For return or refund requests, or for any related questions, please contact us at:

[Company Name]
Email: [Email Address]
WhatsApp: [WhatsApp Number]
Country: [Country]

Last updated: [Last Updated Date]

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