Exchange and Return Policy
 
Masdar intends for you to have a pleasant shopping experience. If for any reason you are not completely satisfied with your purchase, Masdar Online will refund your purchase within fourteen (7) days of delivery of the purchased products. Products purchased and returned must be new, unused, in their original packaging, and accompanied by the original invoice. Masdar may not accept returns that are damaged or altered.
 
 
 
 
Masdar offers a return and exchange service in accordance with the controls, conditions, and cases stipulated in this policy:
 
 
 
- In the event of a damaged product
 
 
 
- In the event that a damaged product(s) is received, the customer must contact customer service directly through our official channels (calling the customer service number, live chat service) within a maximum of 3 hours from the time of receiving the order, providing us with all necessary photos of the product demonstrating its condition, and retaining the product(s) for the purpose of completing the complaint resolution process.
 
 
 
- All complaints/suggestions will be responded to within two business days.
 
 
 
- Refunds will only be processed by providing the customer with a voucher for the value of the damaged product or by re-delivering a replacement product if the product"s condition is confirmed by Masdar Online management.
 
 
 
- In the event that the type, deion, or appearance of the product received differs from what is displayed on the Masdar Online store.
 
 
 
- Please ensure that the returned product(s) includes a return request confirmation provided by the customer service department. Additionally, please ensure that items are returned with all accessories and free gifts, along with the purchase invoice when returning these products.
 
 
 
- These terms apply if the customer submits a return or exchange request immediately upon receipt of the products. This can be done by contacting Masdar Customer Service through the available channels or by submitting a complaint to the Customer Requests Department within a maximum period of 24 hours.
 
 
 
- If the return request is accepted by us and we confirm that it meets the return or exchange conditions, we will arrange to send a delivery representative to collect the product.
 
 
 
- The value of all correctly returned products will be refunded to the original owner in cash or credited to the relevant credit/debit card or bank account for the transaction, after deducting applicable bank fees (if applicable). If you find an error in the amount of the refund, please notify us in writing.
 
 
 
 
Cash refunds are processed according to the customer"s chosen payment method. For example:
 
 
 
• If the customer pays in cash, the amount will be credited to the customer"s account on Masdar Online within a maximum of two business days, and the customer can use the amount to make other purchases.
 
 
 
• If the customer avails a cash discount using a coupon and returns the product, the amount will be refunded, minus the coupon value.
 
 
 
• Refunds of card purchases may take up to thirty (30) business days for your bank to complete the process, depending on the time the process was initiated. This period may vary significantly between card issuers. Therefore, Masdar will not be responsible for any delays in refunding payments on the part of card issuers, nor will Masdar provide any guarantees of any kind regarding the validity of refunds or the timing of their arrival to the customer"s card/bank account. This is due to the multiplicity of institutions involved in online transactions and financial institution holidays.
 
 
 
 
Non-refundable items or products:
 
 
 
Perishable products (frozen and fresh) such as chicken, fruits, vegetables, dairy products and their derivatives, bakery products, and chilled beverages and juices, to protect public health.
 
 
 
Nuts of all kinds.
 
 
 
Weighed products, including spices, nuts, and flour.
 
 
 
The customer must return the product in the same original condition in which it was received, unused, and free of any defects. If the customer opens the cover, this will be considered a violation of the above conditions and will be considered acceptance of the product.
 
 
 
The return policy is subject to the health regulations issued by official authorities in the Kingdom of Bahrain.