Refund & Return Policy

This Refund & Return Policy forms part of our Terms of Service and is issued in compliance with the Consumer Protection Law No. 7 of 2017 and the Electronic Transactions Law No. 15 of 2015 of the Hashemite Kingdom of Jordan. By placing an order, you accept this policy.

1. Nature of our products

We sell fresh, perishable food (fruits, vegetables, dairy, meat and other groceries). Under Jordanian consumer protection rules, perishable goods, items consumed in whole or in part, items removed from sealed packaging for hygienic reasons, and custom or made-to-order items are not eligible for return or exchange once delivered, except where the product is proven defective, unsafe, spoiled on arrival or materially different from what was ordered.

2. When you can request a refund

You may submit a refund request if any of the following applies:

• The item arrived damaged, spoiled or expired.
• The item is missing from your order.
• The item is materially different from what you ordered (wrong product, wrong variant or wrong quantity).
• The item poses a safety or hygiene concern attributable to us.

3. When refunds are not available

• Items reported more than twenty-four (24) hours after delivery.
• Items consumed in full, or whose remaining quantity does not match the report.
• Items damaged after delivery due to incorrect handling, storage or temperature on the customer's side.
• Minor natural variation in shape, size, color, weight or ripeness of fresh produce.
• Reports without sufficient supporting evidence (e.g., a clear photo of the item).
• Issues caused by inaccurate delivery information provided by the customer.
• Loss or damage resulting from force majeure or events outside our reasonable control.

4. How to submit a request

1. Open the order from your account.
2. Tap "Report an issue" and select the affected items.
3. Choose the reason and quantity.
4. Upload a clear, recent photo for each item — required as evidence.
5. Submit the request within twenty-four (24) hours of delivery.

Submitting a request does not, by itself, entitle you to a refund. Each request is reviewed on its merits.

5. Review and decision

Our team reviews requests within one to three (1–3) business days. We may contact you for additional information, ask for the affected item to be retained for inspection, or arrange a pick-up where appropriate. We reserve the right to approve, partially approve or reject any request based on the evidence provided and our internal quality records.

6. Form of refund

Approved refunds are issued, at our discretion, as one of the following:

• loyalty points credited to your account (default method);
• replacement of the affected item on a future order; or
• refund to the original payment method, where required by law or where points and replacement are not appropriate.

Where a refund is issued to the original payment method, processing may take up to fourteen (14) business days depending on the payment provider and bank.

7. Cancellations

You may cancel an order free of charge before it has been picked or dispatched. Once an order has been picked, packed or handed to a courier, it can no longer be cancelled, given the perishable nature of the goods. If we cancel an order at our initiative, you will be refunded in full as set out in section 6.

8. Abuse of the refund process

We monitor refund activity to protect our customers and our team. Repeated, excessive or fraudulent claims, manipulated photos, false reports or claims that contradict our quality and delivery records may lead to rejection of the request, reversal of previously credited points, suspension of the loyalty program for the customer, account closure and referral to the competent authorities.

9. Liability

Our total liability in connection with any single order is limited to the amount actually paid by you for that order, as further detailed in section 15 of our Terms of Service. Statutory consumer rights under Jordanian law are not affected.

10. Need help?

Visit our Customer Support page, email support@eatfresh.jo or call +962 79 099 5088.