Refund & Returns Policy

Refunds and Returns Policy for Pure Spice Haven

Effective Date: 04-09-2024

At Pure Spice Haven, we strive to provide high-quality natural products, including Saffron, Argan Oil for cosmetic and cooking purposes, Amlo meal, pure Garlic mixed with Saffron, and other natural spice products. We are committed to customer satisfaction and aim to ensure that your experience with us is positive. This Refunds and Returns Policy outlines how you can return products and receive refunds in a fair and transparent manner.

For any questions or concerns, please contact us at:

1. Eligibility for Returns

Due to the nature of our products, we can only accept returns for the following reasons:

  • Products that are damaged or defective upon arrival.
  • Incorrect products that were shipped in error.

Please note:

  • We cannot accept returns for perishable items once they have been opened or used (e.g., Saffron, Amlo meal, pure Garlic mixed with Saffron, and similar items).
  • We also cannot accept returns for products that have been tampered with, altered, or misused after delivery.

2. Timeframe for Returns

You must initiate a return request within 7 days of receiving your order. After this period, we will be unable to process returns or issue refunds.

3. Initiating a Return

If you wish to return a damaged, defective, or incorrect product, please follow these steps:

  1. Contact Us: Send an email to [email protected] within 7 days of receiving the product. In your email, please provide the following information:
    • Your full name and order number.
    • A detailed description of the issue (e.g., product is damaged or incorrect).
    • Photographic evidence of the damage or defect (if applicable).
  2. Return Approval: After reviewing your request, we will notify you whether your return has been approved. If approved, we will provide instructions for returning the product.
  3. Return Shipping: If the return is due to a defect, damage, or error on our part, we will cover the cost of return shipping. For all other issues, customers are responsible for return shipping costs.

4. Condition of Returned Products

To be eligible for a refund or exchange, the returned product must be:

  • Unopened and in its original packaging (unless defective).
  • In the same condition as it was when received.
  • Accompanied by proof of purchase (receipt or order confirmation email).

If the product is not returned in acceptable condition or does not meet the eligibility criteria, we reserve the right to refuse the return or issue a partial refund.

5. Refund Process

Once your returned product is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7 business days. Refunds will be issued to the original payment method used during the purchase.

Please note:

  • Shipping fees are non-refundable unless the return is due to a mistake on our part (e.g., defective or incorrect products).
  • If a return is initiated for reasons other than defect or damage, the cost of return shipping will be deducted from your refund.

6. Exchanges

If you receive a damaged or defective product, you may choose to request an exchange instead of a refund. If the product is still in stock, we will send you a replacement once the returned product has been received and inspected. If the product is out of stock, we will issue a full refund.

7. Non-Returnable Items

Please note that the following items are non-returnable:

  • Opened or used perishable products (e.g., Saffron, Amlo meal, Garlic mixed with Saffron).
  • Custom-made or personalized products.
  • Gift cards or promotional items.

8. Late or Missing Refunds

If you haven’t received a refund after the stated processing time, please:

  1. Check your bank account or credit card statement again.
  2. Contact your bank or credit card company, as it may take some time before the refund is officially posted.
  3. If you’ve done this and still have not received your refund, please contact us at [email protected].

9. Contact Information

If you have any questions or need further assistance with returns and refunds, please reach out to us at:

Business Address: Quartier Er-Ramz, Beni Mellal, Morocco

Email: [email protected]