Refund policy
This policy sets out how returns, cancellations and refunds work. It reflects section 8 of our Terms of Service, which applies in full.
Right to cancel
You may cancel an order and return it within 14 days of delivery, provided the goods are unopened, unused and in their original sealed packaging.
Food safety exception
For reasons of hygiene and food safety, we cannot accept returns of opened or unsealed food products unless they are defective, damaged in transit, or not what you ordered.
Natural variation is not a defect
Our products are natural agricultural goods. Colour, aroma, density and flavour vary between harvests and between batches, and product photography is representative rather than exact. Sidr honey may crystallise, which is a natural characteristic and not a defect. Variation of this kind is not grounds for return.
Damaged or incorrect goods
Contact us within 7 days of delivery at info@copperwood-x.com with your order number and photographs. We will replace the goods or refund you in full, including delivery costs.
How to return
Contact us before returning anything. Return shipping is at your cost unless the goods were defective, damaged or incorrect.
Refunds
Refunds are issued to the original payment method within 14 days of us receiving the returned goods or agreeing the claim. Depending on your bank, it may take a few additional working days for the funds to appear.
Orders we cancel
We may decline or cancel an order and will refund you in full if we do, where the product is unavailable, there is a pricing or description error, we cannot verify your payment or delivery details, delivery to your location is restricted by law or by our carriers, or we suspect fraud or a breach of our Terms.
Your statutory rights
Nothing in this policy limits your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection.
Contact
Copper Wood Trading Co. L.L.C, Office 279-201, Leader Real Estate LLC, Deira - Al Souq Al Kabeer, Dubai, United Arab Emirates