Return and Exchange Policy

Golden Poultry Company follows a return and exchange policy in accordance with the regulations and guidelines set by the Ministry of Commerce in the Kingdom of Saudi Arabia, which are as follows:

First: The cancellation period for customer orders is from the date of the order until 24 hours prior to the scheduled delivery date, with the possibility of refunding paid orders.

Second: The exchange and return of products are limited to the following cases:

• If the product is damaged, either in its packaging or in quality upon receipt.
• If the customer receives an incorrect product or one that does not match the product purchased. In case of approval for product exchange, the company will review the order and ensure that the product is eligible for return. The customer is required to return the product in the condition it was received and ensure the returned product includes all its accessories without any missing parts.

Third: The consumer does not have the right to exchange or return the following products:

• Products after receipt in accordance with the Ministry of Commerce regulations for fresh products or those affecting human health, which state: "Commercial establishments must refrain from returning certain products that affect the safety of human health, such as 'exposed food, cosmetic tools, underwear...'" unless the product(s) fall under the conditions mentioned in the second section.
• Products that have been opened or whose packaging has been removed.
• Custom-made products for the customer cannot be canceled, nor can the payment for such orders be refunded, unless the product differs from the customer's specifications or is damaged, provided the company is contacted on the same day the order is received. Furthermore, the customer does not have the option for cash-on-delivery for custom-made products.

Fourth: The company sells goods based on the specifications provided by the customer and is not responsible for selection errors.

Fifth: The company is not responsible for the unsuitability of goods for a specific intended use, which is determined by the customer. The suitability of the goods for the customer's purpose is solely the customer's responsibility.

Sixth: The defective or non-conforming product as per the invoice terms and specifications will be returned, and Golden Poultry Company will bear all shipping costs.

Seventh: If the customer orders a product that is out of stock, the customer will be notified immediately and is entitled to either a refund for the product if paid, or to exchange the product for another of equal value.

Eighth: If the product delivery is delayed for more than 4 working days, the customer has the right to cancel the sale unless an alternative delivery timeframe is agreed upon. The customer is entitled to a refund for the amount paid, along with any related costs, unless the delay is due to force majeure. The company is also committed to informing the customer of any expected delays or difficulties that may significantly affect the product delivery.

Ninth: In case of any complaints regarding the product's quality, the company will forward the complaint to the quality department for investigation. If the product is found to have a quality-related issue, the company will compensate the customer (financially for the value of the product or by replacing the product with another of the same type).

The procedure for submitting a complaint is as follows:

• It should be submitted through the official company channels (email, ticket submission via the app, social media, or customer service via the unified number).
• Attach the purchase invoice with the complaint, including the total price of the product, delivery charges, taxes, and payment and delivery arrangements.
• The complaint should be submitted within 24 hours of the invoice date, to ensure the product's integrity.

Golden Poultry Company is committed to promptly responding to complaints and handling them in accordance with the policies followed and the return and exchange policy.