Return & Refund Policy
Last updated: December 7, 2025
At Al-Barka Halali Meats, we are committed to delivering premium quality halal meat products. This Return & Refund Policy outlines the conditions and procedures for returns, refunds, and quality claims for our international customers.
1. Quality Guarantee
We guarantee that all products:
- Meet the specifications agreed upon in the order confirmation
- Are properly halal-certified and compliant with food safety standards
- Are packaged according to international export standards
- Maintain proper temperature throughout our cold chain process
- Have valid shelf life at the time of shipment
2. Grounds for Return or Refund
Returns or refunds are accepted under the following conditions:
2.1 Quality Defects
- Product does not match agreed specifications (cut, grade, weight)
- Product shows signs of spoilage upon arrival
- Incorrect halal certification or missing documentation
- Contamination or foreign objects in packaging
2.2 Shipping or Handling Errors
- Temperature abuse during our leg of transportation (proven by data logger)
- Damaged packaging due to improper handling by our carrier
- Significant shortage in quantity shipped versus invoiced
- Wrong product delivered
2.3 Non-Compliance
- Product rejected by destination country authorities due to our documentation errors
- Failure to meet explicitly agreed-upon import requirements
3. Non-Returnable Conditions
We cannot accept returns or issue refunds in the following cases:
- Natural variations in meat products (slight color, marbling differences within grade)
- Buyer's remorse or change of mind after order confirmation
- Temperature abuse after delivery to customer's control
- Improper storage or handling by customer
- Expired shelf life due to customer's delayed clearance/pickup
- Damage caused by customer's customs broker or local carrier
- Rejection based on requirements not communicated before order
- Market price fluctuations or currency changes
4. Claim Procedure
4.1 Immediate Notification
Upon receiving the shipment, you must:
- Inspect immediately: Check quality, quantity, temperature upon delivery
- Document issues: Take clear photos/videos of any problems
- Note on delivery receipt: Mark any visible damage or discrepancies
- Preserve temperature logs: Retrieve data logger from shipment
4.2 Filing a Claim
To file a quality claim or return request:
- Contact us within 48 hours of delivery
Email: claims@halalimeatltd.com with subject "CLAIM - [Order Number]"
- Provide detailed information:
- Order number and invoice date
- Product details (item code, lot number)
- Nature of issue (quality, quantity, temperature, damage)
- Temperature log data
- Photos/videos showing the issue
- Delivery receipt with noted discrepancies
- Preserve the product:
Keep product in proper refrigeration as evidence until claim is resolved
- Do not dispose:
Do not destroy or dispose of product without our written authorization
4.3 Claim Review Timeline
- Acknowledgment: Within 24 hours of claim submission
- Initial Review: 2-3 business days
- Investigation: 5-10 business days (may include third-party inspection)
- Resolution: Communicated within 15 business days
5. Resolution Options
If your claim is validated, we offer the following resolutions:
5.1 Full Refund
- 100% refund of product cost for major quality failures
- Issued via the original payment method
- Processing time: 7-14 business days
- Shipping costs refunded only if error was our fault
5.2 Partial Refund
- Proportional refund for partial quality issues
- Offered when product is still usable but below specification
- Percentage determined by severity of issue
5.3 Replacement Shipment
- Priority replacement shipment at no additional cost
- Best option for ongoing business relationships
- Processed within next production cycle (typically 2-3 weeks)
- Original defective product may need to be disposed (we provide authorization)
5.4 Store Credit
- 110% of refund value as credit toward future orders
- Valid for 12 months
- Transferable to other products or order modifications
6. Physical Returns
Important: Due to the perishable nature of meat products and international shipping complexities, physical returns are generally not feasible. Instead:
- Products are typically disposed of locally per our authorization
- Photographic/video evidence serves as proof of claim
- Third-party inspection may be arranged at our cost if needed
- In rare cases requiring return, we arrange and cover all logistics
7. Shipping Cost Responsibility
| Scenario | Shipping Cost Responsibility |
|---|---|
| Our quality or documentation error | We refund shipping costs |
| Carrier damage during our shipping leg | We refund shipping costs |
| Customer's error or change of mind | Customer responsibility (no refund) |
| Customs rejection due to customer's incomplete documents | Customer responsibility |
8. Dispute Escalation
If you are not satisfied with our resolution:
- Request escalation to our Quality Manager within 7 days
- If still unresolved, matter may be reviewed by senior management
- Final recourse: Mediation or arbitration per Terms & Conditions
9. Prevent Issues
To minimize potential issues:
- Communicate clearly: Specify all requirements before ordering
- Review quotes carefully: Confirm specifications match your needs
- Arrange customs clearance: Ensure timely pickup to prevent spoilage
- Verify import rules: Confirm compliance before ordering
- Inspect promptly: Check shipment immediately upon receipt
10. Contact for Claims
Al-Barka Halali Meats - Quality & Claims Department
Email: claims@halalimeatltd.com
Phone: [Available on request]
Business Hours: Monday-Friday, 8:00 AM - 5:00 PM EAT
Visit our Contact Page
This policy applies to B2B customers only. We reserve the right to amend this policy with notice. Specific return/refund terms in individual contracts take precedence over this general policy.