Refund Policy

Wein – Refund & Return Policy

Effective Date: 3 June

Last Updated: 3 June

At Wein, we work closely with local vendors to ensure customer satisfaction. As a marketplace, each seller is responsible for their products and may have specific return or refund conditions. However, we provide a clear framework to protect buyers and vendors equally.

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1. General Refund Eligibility

You may request a refund if:

The product you received is damaged, defective, or not as described

You received the wrong item

The order was not delivered within the expected time (unless delays are due to customer unavailability)

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2. Refund Time Frame

Refund requests must be submitted within 48 hours of receiving the product. Requests made after this period may be rejected.

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3. Non-Refundable Items

We do not accept refunds for:

Personal care or hygiene products (opened or used)

Food or grocery items (unless spoiled or damaged)

Digital goods or vouchers

Custom-made or perishable items

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4. Return Conditions

Product must be returned unused, in original packaging, and in resellable condition

You must provide photo or video evidence of the issue

Some returns may require shipping the product back to the vendor

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5. Refund Method

Refunds are issued through the same method used for payment:

Offline payments (e.g., Zain Cash, CliQ, Dinarak) → refunded to same wallet

Cash on Delivery (COD) → refund arranged through Wein support or in-store credit

Online payments (if activated) → refunded to the same bank/card (processing may take 2–5 business days)

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6. Who Approves the Refund?

The vendor must approve the refund after reviewing the issue.

Wein support may intervene if the seller does not respond within 48 hours or if there’s a dispute.

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7. Order Cancellations

Orders can be canceled before they are shipped

Once an order is marked as “Shipped,” it cannot be canceled — only refunded (if eligible)

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8. How to Request a Refund

1. Open the Wein app

2. Go to My Orders

3. Select the order → tap Request Refund

4. Fill in the reason and upload evidence (if applicable)

5. Support will respond within 24–48 hours

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9. Wein's Role

Wein acts as an intermediary between buyers and sellers. We monitor disputes and support both parties, but final decisions may depend on the vendor's refund policy.

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10. Contact Support

For help with refunds or returns:

📧 Email: [support@wein.app]