1. Overview
At UZ Turk Mart, we strive to ensure customer satisfaction while maintaining fair operational standards for grocery and perishable products.
This Refund & Return Policy forms an integral part of our Terms & Conditions and governs cancellations, refunds, replacements, and order-related claims.
2. Order Cancellation
Customers may request cancellation at any time before the order enters the final preparation or dispatch stage.
Once the order has been:
- Picked and packed
- Allocated for delivery scheduling
- Prepared for dispatch
- Dispatched from our facility
Cancellation may no longer be possible.
Due to the nature of grocery operations and perishable products, orders are processed promptly after placement. UZ Turk Mart reserves the right to decline cancellation requests once operational processing has commenced.
Approved cancellations will be refunded to the original method of payment.
Cancellation requests must be submitted through official customer support channels.
3. Eligible Refund Cases
Refunds or replacements may be granted in the following situations:
- Incorrect item delivered
- Missing item(s)
- Damaged item(s) upon delivery
- Quality concerns relating to freshness
Claims must be reported within 48 hours of delivery.
For fresh, chilled, or frozen products, customers are strongly encouraged to report issues within 24 hours of delivery.
Failure to report within the stated timeframe may result in denial of the claim.
We may request supporting evidence, including photographs and order details, to assess the claim.
4. Non-Refundable Situations
Refunds will not be granted in the following cases:
- Incorrect or incomplete delivery information provided by the customer
- Customer unavailability at the delivery address
- Claims submitted more than 48 hours after delivery
- Improper storage or handling after delivery
- Normal variations in packaging, weight, or labeling that do not affect product quality
- Change of mind after delivery for perishable products
5. Perishable Goods Policy
Many products sold by UZ Turk Mart are fresh, chilled, or frozen.
Once delivery has been successfully completed:
- Responsibility transfers to the customer
- Proper storage becomes the customer's responsibility
Claims relating to spoilage caused by improper storage will not be accepted.
6. Partial Refunds
Where only part of an order is affected, such as a missing or damaged item, a partial refund may be issued corresponding to the affected product(s).
7. Replacement Policy
Where appropriate and subject to availability, we may offer a replacement instead of a refund.
If replacement is not feasible, a refund will be processed in accordance with this Policy.
8. Refund Method & Processing Time
All approved refunds will be processed only to the original payment method used during checkout.
We do not issue cash refunds for card payments.
Refund timelines:
- 5–10 business days for internal processing
- 7–30 business days depending on the issuing bank or payment provider
Actual processing times may vary based on the customer's financial institution.
9. Fraud Prevention & Abuse
UZ Turk Mart reserves the right to:
- Refuse refund requests where abuse or repeated unjustified claims are suspected
- Suspend accounts involved in excessive refund patterns
- Request verification or supporting evidence
- Provide transaction and delivery records to financial institutions in the event of disputes
10. Chargebacks
Customers are encouraged to contact us directly to resolve any issue before initiating a chargeback with their bank.
In the event of a chargeback:
- We may submit proof of delivery, transaction records, and communication logs
- Accounts involved in unjustified chargebacks may be suspended
11. Governing Law
This Refund & Return Policy shall be governed by the laws of the United Arab Emirates.
Any disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts of the UAE.
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