Legal

Returns & Refunds

Your satisfaction with every bottle of AL WASAT olive oil matters deeply to us. This policy sets out your rights and our process for returns and refunds. Nothing in this policy affects your statutory rights as a consumer under UK law.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days from the date you — or a person you nominate — takes physical possession of the goods, without giving any reason.

To exercise this right you must notify us clearly in writing before the 14-day period expires. You can do so by emailing jamel.derbali@gmail.com with your order number and a statement of your intention to cancel. Once you have notified us, you must return the goods to us within 14 days.

2. Condition of Returned Goods

To qualify for a return and refund, items must meet all of the following conditions:

  • Unused and in their original condition
  • Sealed — the tamper-evident seal or cap must be intact
  • In the original packaging, undamaged and with all labels attached
  • Returned within 14 days of your cancellation notice

Food safety exception: In accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations, opened or unsealed bottles of olive oil cannot be returned for a change-of-mind refund. This restriction exists because, once the seal is broken, the product cannot be resold for hygiene and food safety reasons. This exception does not apply to goods that are defective or incorrectly supplied — see section 4 below.

3. How to Initiate a Return

To begin the return process, please follow these steps:

  • Email us at jamel.derbali@gmail.com with the subject line "Return — Order #[your order number]".
  • Include your order number, the item(s) you wish to return, and your reason for returning.
  • We will respond within 2 business days with a return address and full packing instructions.
  • Pack the item(s) securely to prevent damage in transit. We recommend using a tracked and insured shipping service, as we cannot accept responsibility for items lost or damaged on their way back to us.

Please do not return goods without first contacting us — unrequested returns cannot be processed.

4. Defective, Damaged, or Incorrectly Supplied Goods

If your order arrives damaged, defective, or if you received the wrong item, we sincerely apologise. In these cases:

  • Please email jamel.derbali@gmail.com within 48 hours of receiving your order.
  • Include photographs clearly showing the damage or defect, along with your order number.
  • We will cover the cost of return shipping for all defective, damaged, or incorrectly supplied items.
  • You may choose a full refund, a replacement, or (where available) store credit.

Your statutory rights under the Consumer Rights Act 2015 — including the right to a repair, replacement, or refund for goods that are not of satisfactory quality, not fit for purpose, or not as described — are not affected by this policy.

5. Return Shipping Costs

  • Change of mind / cancellation — the customer is responsible for the cost of return shipping.
  • Defective, damaged, or wrong item — AL WASAT covers the full cost of return shipping. We will provide a prepaid label or reimburse reasonable return postage costs upon receipt of a receipt.

6. Refunds

Once we receive and inspect your returned goods, we will notify you by email. If the return meets the conditions set out in this policy, we will process your refund within 14 days of receiving the returned goods.

Refunds are issued to the original payment method used at checkout. We do not issue refunds via bank transfer, cheque, or any other method. Please allow:

  • 5–10 business days for the refund to appear on your bank or card statement after we have processed it, depending on your card issuer and Stripe's processing times.

For change-of-mind returns, we will deduct the cost of any diminishment in value of the goods if this has been caused by your handling them beyond what is necessary to establish their nature, characteristics, and functioning.

7. Gifts & Gift Sets

If you received an AL WASAT product as a gift and it is defective or incorrect, please contact us at jamel.derbali@gmail.com. We will ask for the order number from the original purchaser and work with both parties to find a satisfactory resolution.

8. Contact

For all returns and refund enquiries, please contact us at:

AL WASAT
Email: jamel.derbali@gmail.com

We aim to respond to all enquiries within 2 business days.