Refund policy
At Reem Market, we want you to be satisfied with your purchase. Due to the nature of grocery and food products, certain restrictions apply to returns and refunds.
Grocery & Food Items
For food safety and quality reasons, all food sales are final unless an item is defective, damaged, spoiled, expired, or you received the wrong item.
This includes, but is not limited to:
- Fresh meat and poultry
- Fresh produce
- Refrigerated and dairy products
- Frozen foods
- Bakery and prepared foods
- Opened or partially consumed food products
If there is a problem with a food item, please contact us within 24 hours of receiving or picking up your order. Photos of the product and packaging may be requested.
Non-Food Items
Unused and unopened non-food merchandise may be returned within 7 days of purchase with the original receipt or proof of purchase.
Items must be in their original packaging and in resalable condition.
Final Sale Items
The following items are not eligible for return or refund:
- Clearance or final-sale merchandise
- Gift cards
- Tobacco and tobacco-related products
- Opened personal-care or hygiene products
- Perishable products unless damaged, spoiled, expired, or incorrect
- Items damaged after delivery or pickup due to improper handling or storage
Online Orders, Pickup & Delivery
Please review your order as soon as you receive it.
If an item is missing, incorrect, damaged, spoiled, or expired, contact us within 24 hours of delivery or pickup.
When appropriate, we may offer a replacement, store credit, or refund to the original payment method.
If an ordered item is unavailable, we may contact you regarding a substitution. If no acceptable substitution is available, you will not be charged for the unavailable item or an appropriate refund will be issued.
Delivery Fees
Delivery and service fees are generally non-refundable once an order has been delivered, except when the order was not delivered due to an error on our part.
Order Cancellations
Orders may be canceled for a full refund before we begin preparing the order.
Once an order has been prepared, packed, or dispatched for delivery, cancellation may not be possible, particularly for fresh, refrigerated, frozen, meat, produce, or prepared-food items.
Refund Processing
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or card issuer.
Contact Us
If you experience a problem with your order, please contact Reem Market and provide your name, order number, description of the issue, and photos when applicable.
We reserve the right to review refund and return requests individually and to refuse returns or refunds when there is evidence of misuse, fraud, or abuse of this policy.