Return and Exchange Policy
At Balqees, we are committed to providing high-quality natural products, and every order is carefully prepared to ensure it reaches you in the best possible condition. If you encounter any issues with your order, we are dedicated to addressing them with complete transparency and care to ensure your satisfaction with your shopping experience with us.
1. Cases for Return or Exchange Requests
You can request a product return or exchange in the following cases:
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The product arrives damaged or broken during shipping.
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Receiving a product different from the one you ordered.
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A clear problem with the product due to an error in preparation or packaging.
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The order arrives not conforming to the basic specifications described on the website.
2. Timeframe for Submitting a Return or Exchange Request
You must contact us within 48 hours of receiving the order, explaining the problem and attaching photos or a video illustrating the condition of the product or packaging, so that we can review the case and take appropriate action.
3. Conditions for Accepting Returns or Exchanges
To ensure proper review of the request, the following conditions must be met:
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The product must be in its original condition as much as possible.
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Retention of the original packaging and order contents.
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Providing the order number or purchase details.
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Attaching clear photos or a video illustrating the problem.
4. Cases Not Covered by Return or Exchange
Return or exchange requests cannot be accepted in the following cases:
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If the product has been clearly used after receipt.
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If the product has been opened and a significant portion consumed without a proven problem.
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If the request is submitted after the specified contact period has expired.
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If the problem is due to improper storage or use contrary to instructions.
5. Natural Products
Given that Balqees products are natural, some characteristics such as color, texture, or crystallization degree may vary from one product to another depending on the season, nectar type, and storage conditions. These variations are natural and are not considered a defect in the product.
Additionally, honey crystallization is a common natural phenomenon in raw honey, and in many cases, it indicates its naturalness and purity.
6. Shipping Cost
If an error on our part or damage during shipping is proven, Balqees store will bear the full cost of exchange or return.
In other cases, the processing mechanism may be determined according to the nature of the case and after review by the customer service team.
7. Order Processing Method
After reviewing and approving your request, one of the following actions will be taken depending on the case:
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Replacing the product with a new one.
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Sending the missing part or product.
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Full or partial refund of the amount paid.
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Providing a suitable solution agreed upon with the customer.
8. Order Processing Time
We strive to review return and exchange requests as quickly as possible, and you will usually be contacted within the following working days to confirm the appropriate action.
9. Contact Us
If you encounter any problem with your order or wish to submit a return or exchange request, you can contact us through the "Contact Us" page or via Balqees' official communication channels, stating the order number and clarifying the problem.
