Your order is guaranteed to arrive in perfect condition at the specified shipping address provided. Your satisfaction is our priority, and in case you are not completely satisfied with the quality of your order upon arrival, please contact Customer Care (firstname.lastname@example.org or +971 48 858 737) within 48 hours of order receipt, with a detailed description and photograph(s) evidencing your dissatisfaction, for assistance with a replacement or exchange.
Due to the perishable nature of our products, all claims submitted without proper support documents will not be eligible for re-shipment. Bateel reserves the right to limit replacements.
Bateel is not responsible for failed deliveries when:
- You provide an incorrect or outdated address
- Your recipient is out of town or not available
- You do not provide an amended/new delivery address within 24 hours of the first delivery attempt
Shipments that are returned or require re-routing due to incorrect addresses will be subject to additional charges for reshipment and/or relabelling for the carrier.
All replacement requests must be made within 48 hours of order receipt. On acceptance, the order replacement will be sent to the customer. In case a replacement is not possible, then the refund will be processed between a period of 10 to 30 days – directly onto the original mode of payment. Replacement or refund will be issued for the following reasons only:
- The product has been damaged during delivery
- The product is defective or out of date
- The incorrect product was shipped.