Return & Exchange Policy

Taj Food Return and Exchange Policy

At Taj Food, we place the quality of our products and the satisfaction of our customers (our partners in success from stores and companies) at the forefront of our priorities. We understand the specific nature of food products and the logistical challenges within the wholesale sector. Therefore, we have established a clear and transparent policy to manage returns and exchanges, ensuring our customers’ rights while maintaining the highest quality standards we are committed to.

Given the nature of our business as wholesale distributors (“One Stop Shop”) specializing in supplying the Arab community in America with food products and consumer goods, all sales are considered final once the order is confirmed and processed. However, we recognize that exceptions occur, and we are here to address them efficiently and professionally.

1. Cases Where Return or Exchange is Accepted

We accept return or exchange requests exclusively in the following situations:

A. Products Damaged During Shipping:

  • If your shipment arrives with visible damage (such as leakage, breakage, or significant packaging damage) resulting from the transportation process.
  • At Taj Food, we handle shipping and customs matters, and we will treat these cases seriously.

B. Incorrect Products (Order Error):

  • If you receive items you did not order, or quantities different from those listed in your confirmed order.
  • We will work to correct the error immediately by sending the correct products or adjusting the difference.

C. Defective Products (Manufacturing Defects) or Expired Items:

  • If you discover a clear manufacturing defect (change in color, smell, or spoilage) upon opening, provided this is before the printed expiration date.
  • If you receive products that are already past their expiration date at the time of receipt.

2. Cases Where Return or Exchange is Not Accepted

We apologize for not accepting return or exchange requests in the following cases:

  • Products that have been opened or partially used (unless there is a clear manufacturing defect).
  • Products subjected to poor storage by the client (such as leaving them in inappropriate temperatures).
  • Errors resulting from the client’s order (such as unintentionally ordering the wrong item).
  • Short-dated products sold as part of a special offer or clearance, where the client was notified beforehand.
  • Requests made due to a “change of mind” after receiving the shipment. Our nature as a wholesaler does not allow for the return of sound products.

3. Procedure for Submitting a Return or Exchange Request

To ensure your request is processed quickly and efficiently, please follow these steps strictly:

A. Reporting Period:

  • We must be notified of any issues related to shipping damage or incorrect orders within a maximum of 48 hours (two business days) from the date of receiving the shipment.
  • For products with manufacturing defects (which only appear upon opening), they must be reported within 7 days of receipt.

B. Required Information:

When contacting us, please prepare the following information and send it via the dedicated customer service email or WhatsApp:

  • Order number or invoice number.
  • Client name (Store or Company name).
  • A detailed list of damaged or incorrect products, their codes (SKUs), and quantities.
  • Clear Photographs: This item is mandatory. We need photos clearly showing the damage (for damaged cardboard boxes before opening, and for the damaged products inside).
  • A precise description of the issue.

4. Request Processing (What Happens After Reporting)

A. Review and Assessment:

  • Our team will review your request and verify the information and photos provided within 48 business hours.
  • We may contact you to request further details if necessary.

B. Available Solutions (After Approval):

Based on the assessment of the case and the nature of the problem, we will take one of the following actions:

  • Exchange: Sending sound replacement products for the damaged or incorrect items in your next shipment.
  • Credit Note: Issuing a credit note for the value of the damaged products, which will be automatically deducted from your next invoice. This is the preferred option in wholesale transactions.
  • Refund: In very exceptional cases, where the previous two solutions cannot be applied, we may issue a direct cash refund for the value of the damaged goods.

5. Important Notes

  • We reserve the right to reject any return request that does not comply with the conditions mentioned above or was not reported within the specified timeframes.
  • In some cases, we may request the return of damaged or incorrect products, and we will arrange the shipping process for them. Do not dispose of products before obtaining our approval.
  • Our goal is to build a long-term relationship based on trust. We guarantee the quality of our products and strive to resolve any issue to the satisfaction of our partners.

For any inquiries regarding this policy, please do not hesitate to contact us via the contact information available on the “Contact Us” page.