Refund policy
📋 1. Overview
At Dia Supplies, we take pride in delivering premium ingredients and certified equipment to food and beverage professionals across Lebanon and the Middle East. Our return policy is designed to ensure clarity, fairness, and peace of mind for our B2B partners.
✅ 2. Eligibility for Returns
We accept returns on select equipment and hardware items, provided they meet our eligibility criteria. Due to food safety and quality standards, most consumable products—including bases, jams, pearls, and other food ingredients—cannot be returned once delivered.
Product-Level Rules:- 🛠️ Eligible for Return: Before delivery of unused equipment and machinery (e.g., gelato machines, soft-serve machines, HORECA equipment)
- 🚫 Not Eligible for Return:
- Opened or used food ingredients (gelato & soft-serve bases, milk-tea inputs, popping pearls, artisan jams)
- Custom or special-order items
⏳ 3. Return Window
Return requests must be initiated within 2 days from the date of delivery. Requests after this window may not be accepted.
🔁 4. Return Method
Approved returns are processed as [specify: refund, credit note, or exchange]. Refunds or credits are issued to the original payment method or account as applicable.
📦 5. Return Conditions
To be eligible for a return, items must:
- Be unused, undamaged, and in original packaging
- Include all accessories, manuals, and documentation
- Carry original seals and tags (where applicable)
- Not show signs of installation or use
🚫 6. Non-Returnable Items
- Opened, used, or partially consumed food products
- Items without original packaging or safety seals
- Perishable or temperature-sensitive items (e.g., frozen bases, pearls)
- Custom-manufactured or private-label goods
📝 7. How to Initiate a Return
- Contact our customer support team at [insert email/phone] within the return window.
- Provide your order number, item details, and reason for return.
- Our team will guide you through the steps and provide return authorization.
- Ship the item(s) to the provided address or arrange for pickup if eligible.
🚚 8. Return Shipping & Fees
- Return shipping costs are [specify: customer or Dia Supplies].
- Pickup for equipment can be arranged upon request. Any related fees will be discussed.
- Damaged or incorrect items reported within [insert #] days may qualify for free return shipping.
🔄 9. Exchange Policy
Exchanges are available [specify if permitted and for which products]. If not possible, a credit note or refund will be issued.
⏱️ 10. Refund Processing Time
Once your return is received and inspected, refunds or credits will be processed within [insert # of business days]. A confirmation will be sent once complete.
📌 11. Special Notes
- All returns are subject to inspection and approval by Dia Supplies.
- Seasonal promotions or offers may have different conditions. Check specific terms.
- For GCC/international orders, extra procedures may apply. Contact us for details.
📞 12. Need Help?
If you have questions or need assistance with your return:
- 📧 Email: [your-email@example.com]
- 📱 Phone/WhatsApp: [+961 XXX XXX]