1. Unopened products and change of mind
Unused and unopened products may be eligible for return or exchange when requested within 10 calendar days of delivery, provided the product remains sealed, unused, in its original condition and original packaging, and suitable for inspection and return.
The 10-day period is measured from delivery, not from the order or payment date. If a reliable delivery date is unavailable, we will review the timing using the information available rather than assume a date.
Opened or used products are normally not eligible for a change-of-mind return or exchange. You can still report a genuine defect, quality issue, safety concern, incorrect product, missing product, or another issue protected under applicable law.
2. Damaged, incorrect or missing items
For visible delivery issues such as breakage, leakage, a missing item or an incorrect item, please report the problem within 48 hours whenever reasonably possible so we can review it promptly.
The 48-hour period is recommended, not an automatic rejection cutoff. A later report can still be submitted and reviewed.
We may ask for reasonable supporting information, such as photos of the affected item or packaging and label, batch/lot or expiry details when relevant.
3. Product quality or safety concerns
A genuine quality, spoilage or safety concern is different from a change-of-mind return. You may report it even if the product has been opened or the ordinary 10-day period has passed.
If you believe a product may be unsafe, stop using or consuming it. You do not need to keep, transport or return something when doing so would be unsafe or impractical.
Where relevant, we may ask when the issue was discovered and for product, packaging, best-before/expiry, batch/lot, storage or use information so we can review the concern responsibly.
4. Taste and customer-caused issues
Personal taste or preference alone is not considered a product defect when the product is safe, correctly described and matches what was purchased. Disliking a flavour or finding an opened product stronger or sweeter than expected does not normally make it defective.
A request may be declined when the available information reasonably shows that the issue resulted from improper storage, misuse, tampering or customer-caused damage.
5. Evidence and keeping the product
Please keep the affected product and its original packaging until the request has been reviewed, unless keeping them would be unsafe or impractical.
We may request photos or other reasonable information when it helps us understand the issue. What we ask for depends on the type of problem.
6. What happens after you submit
Submitting a request starts a review; it does not by itself confirm a refund or exchange. We review the related order, the affected item or quantity, your description and any supporting information that is reasonably needed.
If we need more information, we will ask for it through the request. We will then update you with the review outcome and any available next steps.
7. Possible resolutions and exchanges
Depending on the circumstances, an approved resolution may include a replacement, exchange, partial refund, or full refund of the affected item or items. A problem affecting one item does not automatically make the full order refundable.
If an exchange or physical return is needed, we will confirm the next steps before you send or hand anything back. Returned food is assessed before any further handling, with food safety taking priority.
8. Refunds and collection or delivery costs
If a refund is approved, it is limited to the amount actually paid for the affected item or quantity after applicable discounts, promotions and any previous refunds.
The website does not currently publish one standard refund method or processing timeframe. If a refund is approved, the repayment method and any applicable processing timing will be confirmed with you as part of the resolution.
For a normal change-of-mind return or exchange, delivery or collection costs may be the customer’s responsibility where permitted. Where the error originated from Zayt w Mouneh, such as an incorrect product supplied, we will normally bear reasonable resolution costs. If collection or redelivery is needed, we will confirm the arrangement after review.
9. How to submit and follow a request
Open Returns & Issues from the website and enter the order code shown on your order confirmation or receipt. We verify that the order belongs to you before showing private order details. For an eligible delivered order, select the affected product, choose the issue type, add the relevant details and attach photos when appropriate.
After submitting, you will receive a request reference. Signed-in customers can follow the status and updates from their account. If you are asked for more information, reply within the existing request rather than opening a duplicate request.
10. Consumer rights
Nothing in this policy limits consumer rights provided under applicable Lebanese law. This policy explains Zayt w Mouneh’s return and product-issue process and does not replace or override statutory consumer protections.