Return & Refund Policy

1. General Return Rule

Due to the nature of food products, we cannot accept returns for opened, used, damaged-by-customer, improperly stored, or partially consumed products unless the issue is caused by Kunooz Al-Wadi or the product is defective, damaged, incorrect, or not as described. For eligible returns, the product must be: Unopened Unused In its original packaging In resalable condition Accompanied by proof of purchase or order number

2. Return Request Window

If you wish to request a return, replacement, or refund, please contact us through WhatsApp within: 24 hours of delivery for damaged, leaking, missing, or wrong items 3 days of delivery for unopened eligible return requests, subject to approval Requests submitted after these periods may not be accepted unless required by applicable law or approved by Kunooz Al-Wadi after case review.

3. Damaged, Leaking, Wrong, or Missing Products

If your order arrives damaged, leaking, incomplete, or different from what you ordered, please contact us through WhatsApp as soon as possible. You may be asked to provide: Order number Customer name and mobile number Photos of the outer packaging Photos of the affected product Description of the issue After reviewing the case, Kunooz Al-Wadi may offer one of the following solutions: Product replacement Missing item delivery Partial refund Full refund Store credit, if agreed with the customer

4. Non-Returnable Items

For health, safety, and quality reasons, the following items cannot be returned unless they are defective, damaged, incorrect, or not as described:

• Opened food products
• Used or partially consumed products
• Products without original packaging
• Products stored incorrectly after delivery
• Products damaged after delivery
• Products purchased during final clearance or marked as non-returnable
• Customized, special-order, or bulk orders, unless approved by Kunooz Al-Wadi

5. Change-of-Mind Returns

Because our products are food items, change-of-mind returns are limited. Kunooz Al-Wadi may accept a change-of-mind return only if: The request is made within the allowed return period The product is unopened and unused The packaging is intact and in good condition The product was not exposed to heat, damage, contamination, or improper storage The return is approved by our team Return shipping fees for change-of-mind returns are the customer’s responsibility unless otherwise agreed.

6. Refund Method

Approved refunds are usually processed using the same payment method used for the order whenever possible. For Cash on Delivery orders, refunds may be processed through an agreed method such as bank transfer, mobile wallet, store credit, or another approved refund method. Refund details may be requested through WhatsApp to complete the process.

7. Refund Timing

After the returned item is received and inspected, approved refunds are usually processed within 5–10 business days. The actual time required for the refund to appear may vary depending on the refund method, bank, wallet provider, or payment service.

8. Shipping Fees

Original shipping fees are generally non-refundable for change-of-mind returns. If the return is caused by a wrong item, damaged item, missing item, or confirmed issue caused by Kunooz Al-Wadi, we may cover the return or replacement shipping cost.

9. Order Cancellation

You may request order cancellation through WhatsApp before the order is dispatched. Once the order has been shipped or handed to the courier, cancellation may not be possible. In that case, the request will be handled according to this Return & Refund Policy.

10. Refused Delivery

If an order is refused at delivery without a valid reason, Kunooz Al-Wadi may deduct shipping costs or any actual delivery expenses from any applicable refund, where permitted. Repeated refusal of delivery may affect future Cash on Delivery eligibility.

11. How to Request a Return or Refund

To request a return, replacement, refund, complaint review, or cancellation, please contact us through WhatsApp only: Customer Service WhatsApp: 01115169966 Please include your order number, customer name, mobile number, and a clear explanation of the issue. Official emails are provided for formal business correspondence only and are not the operational customer service channel for returns or refunds: Official Emails: info@kunoozalwadi.com Business Address: 1191 Cornish El Nile – World Trade Center – Qasr El Nile, Cairo, Egypt

12. Consumer Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.