Refund policy

Return & Refund Policy – Khalta (Sabaland Yemeny Honey)

At Khalta, we deal with natural food products such as Yemeni honey. Due to the sensitive nature of food items, we maintain strict return and refund conditions to ensure product safety and hygiene.

Eligibility for Refund

You may be eligible for a refund only under the following conditions:

The product was damaged during delivery.
You received the wrong product different from your order.

⚠️ Important:
For food safety reasons, the product box or jar must not be opened. If the seal or packaging is opened, the product will not be eligible for return or refund.

Proof Requirement (Mandatory)

To process any refund request, the following proof is required:

Complete unboxing video starting from the sealed package.
Clear photos of the package and product showing the issue.
The original packaging must remain intact and unopened.

Requests without proper video or images may not be accepted.

How to Request a Refund

If you face any issue with your order, please follow these steps:

Contact us within 3 days of delivery.
Send an email to supportkhalta@gmail.com
Include the following details:
- Order ID
- Unboxing video
- Photos of the package/product
- A short description of the issue

Our support team will review your request within 2–3 business days.

Refund Process

If your request is approved, our team will guide you regarding the next steps.
In some cases, we may arrange a reverse pickup if required.
Once the issue is verified, the refund will be processed to the original payment method within 5–7 business days.

Refunds Not Applicable

Refunds will not be provided in the following situations:

Request made after 3 days of delivery.
Package or product seal has been opened.
Product consumed, used, or tampered with.
No unboxing video or photo proof provided.
Wrong delivery address provided by the customer.
Reasons such as “change of mind” or personal preference.