Elnoobala Development

Return & Refund Policy

At Elnobalaa Development Co. Ltd., the safety and quality of our products are our top priority. Due to the nature of our food products, this policy is designed to maintain the highest quality standards for our customers and partners (agents/distributors).

First: For Consumers (Individuals)

Because poultry is a fresh/frozen food product, returns and exchanges are subject to the following conditions:

Condition upon receipt

Please inspect your order immediately upon delivery. Claims for damage or missing quantities are not accepted after the courier leaves or after 30 minutes from receipt.

Eligible return/exchange cases

  • A clear product defect (change in smell, color, or texture).
  • Order mistake (receiving a different item than requested).
  • Damaged outer packaging that exposed the product to air or contamination.

Acceptance requirements

  • The product must be in its original packaging and unopened.
  • The original purchase invoice/receipt must be provided.
  • If there is damage, please take a photo of the product and packaging and send it immediately via 0912318713.

Exceptions

Products cannot be returned or exchanged if they were improperly stored by the customer (e.g., left outside the fridge/freezer).

Second: For Agents & Distributors (B2B)

Transactions with agents are governed by signed supply agreements and are based on the following principles:

Inspection window

Agents may inspect the shipment upon receipt. Any quality issues or shortages must be recorded in a signed "Receiving Report" by both the company driver and the agent’s representative.

Damaged/returned goods

  • Shipments proven to have quality defects caused by manufacturing or company-side storage issues will be replaced within 24 hours of delivery.
  • A technical report explaining the rejection reason must be provided.

Storage responsibility

The company is not responsible for damages caused by improper storage in the agent’s warehouse or for expiry due to not following FIFO (First In, First Out) stock rotation.

Compensation method

Compensation is provided either as a deduction on the next invoice or by sending a replacement shipment, as specified in the commercial agreement.

Third: Implementation Steps

Contact

Please contact us via 0912318713 or www.elnobalaa.com to submit a return request.

Hygiene & verification

Our Quality Control team will review the submitted photos or technical report.

Response time

We will respond to your request within 12–24 business hours.