Refund and Returns Policy

At Juthoor, we take immense pride in delivering the freshest, highest-quality aquaponic lettuce directly to your doorstep in Al Ain. Because we deal in fresh and perishable agricultural produce, our refund and return terms are outlined below to ensure transparency and customer satisfaction.

1. Freshness Guarantee & Inspection

Due to the perishable nature of our fresh greens, we do not accept returns once the product has been delivered and accepted.

We strongly encourage all customers to inspect their delivery immediately upon arrival. If there is any issue with the quality, freshness, or condition of your order, please notify us within 2 hours of delivery.

2. Eligibility for Replacement or Refund

We will gladly issue a free replacement or a full/partial refund under the following conditions:

  • Damaged or Spoiled Goods: The produce arrived damaged, spoiled, or unfit for consumption.
  • Incorrect Item Delivered: You received an item different from what you ordered.
  • Missing Items: Part of your order was missing upon delivery.

3. How to Report an Issue

To process a refund or replacement request quickly, please follow these steps:

  1. Take clear photos or a short video showing the damaged or defective produce.
  2. Contact our support team via our Contact Us page or WhatsApp within 2 hours of receiving your delivery.
  3. Provide your order number and full delivery details.

Our team in Al Ain will review your request immediately and arrange a fresh replacement delivery or process your refund.

4. Refund Process

  • Approved Refunds: If your refund is approved, it will be credited back to your original payment method within 3 to 7 business days (depending on your bank/payment provider).
  • Cash on Delivery (COD): For orders paid via COD, refunds will be provided via direct store credit or bank transfer as agreed with the customer.

5. Order Cancellations

You can cancel your order free of charge if you contact us before the order has been harvested or dispatched for delivery. Once your produce has been harvested or is out for delivery in Al Ain, cancellations will no longer be eligible for a full refund.

6. Contact Us

If you have any questions regarding our Refund and Returns Policy, please reach out to us via our Contact Us page.