Processing, Shipping, Returns and Refund Policy

Effective Date: December 15, 2024
At One Million Kufiya, we are committed to ensuring your satisfaction. If you are not completely satisfied with your purchase, we offer a fair and transparent processing, shipping, returns and refund process. Please read the following policy carefully to understand your rights and obligations.

Processing and Shipping Policy

At One Million Kufiya, we aim to ensure a smooth and transparent shipping experience. Please review the following details regarding our order processing and shipping procedures:
Order Processing:
Orders are processed within 4–7 business days after payment confirmation. During high-demand periods, processing may take an additional 2–4 days.
Shipping Partner:
We currently ship all orders through Jordan Post, a reliable and trusted postal service. Out of 430 shipments, 96% have been successfully delivered. Returns have occurred in approximately 4% of cases, primarily due to customer unavailability at the delivery time, only 1 return time for Post Service strike, and 3 times we considered the shipment lost. In addition, only two instances involved customs fees or delays at the customer’s destination country.
Please note that tracking updates may not be always available in certain countries for all parcels, we noticed that in countries like the USA, Italy, and Spain. If updates are unavailable after your shipment leaves Jordan, we recommend contacting your local postal service directly for assistance with tracking.
Delivery Timeframes:
Estimated delivery times range from 20 to 45 days, depending on the destination.
Tracking Information:
A tracking code will be provided via email once your order has been shipped. Use this code to monitor your shipment’s progress through our shipment tracking service on the website, Jordan Post website, your local postal service or international shipment tracking websites.
Delays and Exceptions:
Delivery delays due to customs inspections, holidays, or other external factors are beyond our control. We appreciate your understanding in such cases.
Customer Responsibility:
Customers must provide accurate shipping addresses with functioning phone numbers. Any failed delivery caused by incorrect addresses or recipient unavailability may incur additional shipping costs and nun refundable item.
Customers are also responsible for paying any customs duties, VAT, or taxes applied by their country.
Unclaimed Packages:
Unclaimed packages held by the local postal service or returned to us will require the customer to pay additional fees for reshipping.

1. Eligibility for Returns and Refunds
1.1 Timeframe:
Refund requests are accepted within 75 days of purchase. After this period, we are unable to process refunds.
1.2 Condition of Products:
Products must be unused, unwashed, and in their original packaging.
Items that are damaged due to misuse, improper care, or wear and tear are not eligible for refunds.
1.3 Non-Refundable Items:
Personalized or customized kufiyas are not eligible for refunds unless there is a manufacturing defect.

2. Refund Amount
2.1 Partial Refund:
Refunds are limited to 75% of the product price. This does not include shipping costs.
2.2 Shipping Costs:
Shipping fees (both standard and expedited) are non-refundable.
Customers are responsible for the cost of return shipping unless the item was defective or incorrect.
2.3 Currency Variations:
Refunds will be processed in the currency used at the time of purchase. Currency exchange fees, if applicable, are the responsibility of the customer.

3. Failed Delivery Attempts
3.1 No Refund for Failed Delivery:
If the tracking code shows that delivery failed due to unavailability of the recipient an incorrect or incomplete shipping address provided by the customer, no refund will be issued.
3.2 Reshipping Options
In cases of failed delivery due to incorrect or incomplete shipping information or unavailability of the recipient:
Customers will be responsible for covering all costs associated with reshipping, including:
Updated courier charges.
Customs duties, taxes, and handling fees (if applicable).
Customers may choose one of the following options:
Immediate Reshipping:
If you choose to pay for a new item at the original purchase price, a refund of 75% of the product price (excluding shipping and any associated fees or costs for recollecting the returned item) will be issued once the originally failed delivery is returned to us in mint condition, with no signs of damage or wear.
Return and Reship: Wait until the package is returned to us and pay all associated costs (e.g., customs, taxes, handling, and reshipping).
If these costs are not covered, the package will remain unclaimed for 15 days, and no refund will be issued.
Customers are encouraged to provide accurate shipping information during checkout to avoid additional fees.

4. How to Request a Refund
4.1 Contact Us:
To request a refund, email us at info@onemillionkufiya.com with the following details:
Your order number.
A brief explanation of the issue.
Photos of the product if it is defective or damaged.
4.2 Return Authorization:
Once your request is reviewed, we will issue a return authorization. Please do not send items back without prior approval.
4.3 Return Address:
Instructions for returning the product will be provided after your refund request is approved. Customers are responsible for ensuring the returned item is securely packaged to avoid damage during transit.

5. Processing of Refunds
5.1 Inspection:
All returned items will be inspected upon receipt.
If the returned product does not meet our eligibility criteria, it will not be refunded and may be returned to you at your expense.
5.2 Timeline:
Approved refunds will be processed within 14 business days of receiving the returned item.
5.3 Refund Method:
Refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

6. Exchanges
6.1 Exchange Eligibility:
Exchanges are allowed if we are notified before the shipment is sent and only for items of equal or lesser value.
Shipping costs for exchanges are the responsibility of the customer.
6.2 Defective Products:
If you received a defective or incorrect product, we will cover the cost of return shipping and send a replacement free of charge. You should notify us in an email within less than 48 hours from the time you received your shipment about any defects in your product. We are notified about deliveries on the time they happen and if the 48 hours pass, we will not be responsible for exchanges or refunds.

7. Important Notes
7.1 Customs and Import Duties:
Refunds will not cover any customs, duties, or taxes paid during the import process.
7.2 Order Cancellations:
Orders can be cancelled within 24 hours of purchase for a full refund. After 24 hours, standard return policies apply.
7.3 Lost or Stolen Packages:
We are not responsible for packages lost or stolen during return shipping. Please use a traceable shipping service to ensure safe delivery.

8. Contact Us
If you have questions about our Returns and Refund Policy, please contact us at:
Email: info@onemillionkufiya.com
Address: The Kufiya Thread FZ-LLC, [Insert UAE Office Address]