Return & Refund Policy

Last Updated: September 29, 2026

At AliyaBox, we want you to have a smooth and reliable shopping experience. We carefully process and pack every order, but we understand that issues can occasionally occur.

This Return & Refund Policy explains when a return, replacement or refund may be available.

1. Grocery & Food Products

Due to the nature of grocery and food products, we generally do not accept returns of food, grocery or other perishable products once they have been delivered, unless the product arrives damaged, defective, incorrect or otherwise qualifies for a refund or replacement under this policy.

For food safety and hygiene reasons, please do not send food products back to us unless our customer support team has specifically instructed you to do so.

2. Damaged Products

If your order arrives damaged, please contact us as soon as possible after delivery.

To help us resolve the issue, please provide:

• Your order number

• A clear description of the problem

• Clear photographs of the damaged product

• Photographs of the outer packaging, if applicable

Our team will review the information and determine whether a replacement or refund is appropriate.

3. Incorrect Products

If you receive a product that is different from what you ordered, please contact us as soon as possible.

Please provide your order number and photographs of the product received.

After reviewing the issue, we may offer an appropriate replacement or refund.

4. Missing Products

If one or more products are missing from your order, please contact our customer support team with your order number and details of the missing item(s).

We will review your order and assist you accordingly.

5. Expired or Quality-Related Issues

If you believe you have received a product that is expired, has an incorrect expiry or best-before date, or has another significant quality issue, please contact us promptly.

Please keep the product and packaging until our team has reviewed the issue.

We may request photographs or additional information to investigate the matter.

6. Products Not Eligible for Return

The following products are generally not eligible for return unless they arrive damaged, defective, incorrect or otherwise qualify for a refund:

• Food and grocery products

• Perishable products

• Frozen products

• Opened food products

• Products that have been used or consumed

• Products damaged after delivery due to improper storage or handling

• Products without their original packaging, where applicable

Additional exclusions may apply depending on the product.

7. Refunds

If your refund request is approved, the refund will be processed according to the applicable payment method and circumstances of the order.

Depending on your payment provider or bank, it may take additional time for the refunded amount to appear in your account.

We will provide confirmation once the refund has been processed.

8. Replacement

Where appropriate and subject to product availability, AliyaBox may offer a replacement instead of a refund.

If the same product is unavailable, we may provide another appropriate resolution.

9. Order Cancellation

If you need to cancel an order, please contact us as soon as possible after placing the order.

Cancellation requests cannot always be guaranteed, particularly once an order has been processed, packed or shipped.

If the order has already been shipped, cancellation may no longer be possible.

10. How to Request a Refund or Replacement

To request assistance, please contact us at:

Email: support@aliyabox.com

Please include:

Order Number:
Product Name:
Issue:
Photos/Videos: If applicable

Providing complete information helps us review your request more quickly.

11. Review of Requests

All return, replacement and refund requests are reviewed individually.

Submitting a request does not automatically guarantee approval. The resolution will depend on the circumstances of the order, the condition of the product and the information provided.

12. Changes to This Policy

AliyaBox reserves the right to update or modify this Return & Refund Policy when necessary.

Any changes will be posted on this page with an updated Last Updated date.

13. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

AliyaBox Customer Support
Email: support@aliyabox.com

We're happy to help with your questions and concerns.

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