Refund policy

At Alrahman Supermarket our sole purpose is delivering the highest quality products to your kitchen and in turn, we want you to be delighted every time you shop with us.

Refunds:

In the unlikely event that you may want to return products that you have purchased from us or if for whatever reason you are not entirely satisfied with your purchase, we have a 14-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item(s) must be in the same condition that you received it, unopened or unused, and with its original packaging. 

To start a return, you can contact us using the Contact Us page. If your return is accepted, we’ll advise you to send the product back to us with instructions on where to send the product(s). Items sent back to us without first requesting a return will not be accepted.

Please remember to re-pack the items carefully and enclose a note with your name and order number on stating the reason for the return. Please send them to:

Alrahman Supermarket

46 Coombe Road

Kingston Upon thames,

Surrey

KT2 7AQ

Once we have the goods back, we will issue a full refund within 7 - 10 working days or send replacements, as you prefer. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please ensure:

- Returned items are in the original packaging, with no visible signs of wear or use.

- If you wish to exchange an item, please include full details in the parcel and a member of our customer service team will be in touch to organise this for you.

- If you are returning a gift or a bundled gift, we will refund you with a gift card. Please provide an invoice or order confirmation.

Short Dated Food Items: 

Please note food products sold on special due to short-dated or approaching expiry dates (Within 2 to 6 weeks from delivery date) are not eligible for Refunds and Returns will not be accepted. 

Delivery Charge Refunds: 

- Delivery charges may be refunded for cancelled orders that have not yet been dispatched. 

- Delivery Charges will only be refunded for orders not received or at Alrahman Supermarket's discretion.

- Refunds will not be issued for delays of delivery outside of Alrahman Supermarket's reasonable control

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you received the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like highly perishable items such as meat, dairy, bakery, or custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.