At AL UROOJ OIL, we want you to receive your order in excellent condition and exactly as expected. If you receive an incorrect, damaged, or defective product, we are happy to review your request and provide a replacement when it meets the conditions outlined below.
1. Eligible Reasons for Replacement
We may provide a replacement if:
Wrong Item Delivered
If you receive a product that is different from the item you ordered, please contact us so we can arrange the appropriate replacement.
Damaged During Shipping
If your product arrives damaged due to shipping or handling, please contact us as soon as possible. We may request photographs of the product and packaging to help us verify the damage.
Manufacturing Defect
If you believe your product has a manufacturing defect, contact our customer support team with details of the issue. Our team will review the request and determine the appropriate resolution.
2. Exchange Request Period
Exchange or replacement requests must be submitted within 7 days of delivery.
Requests submitted after the 7-day period may not be eligible for replacement.
We recommend inspecting your order shortly after delivery and contacting us promptly if there is a problem.
3. Product Condition Requirements
To qualify for an exchange or replacement, the product should generally:
- Be unused
- Remain in its original packaging
- Include all original labels and packaging materials
- Be in the condition in which it was received
For health, safety, and product-quality reasons, opened or used products may not be eligible for exchange unless the issue involves a verified manufacturing defect or the wrong product was delivered.
4. What You Need to Provide
When contacting us about an exchange or replacement, please provide:
- Your order number
- Customer name
- Email address or phone number
- Name of the product
- Description of the issue
- Date the order was delivered
- Clear photographs of the product, packaging, and shipping label when applicable
Providing complete information helps us review your request more quickly.
5. Damaged Products
If your package arrives damaged, please take photographs before disposing of the packaging.
We may request images showing:
- The shipping box or package
- Shipping label
- Product packaging
- Damaged product
- Any visible damage caused during transit
This information may be required to investigate the issue with the shipping carrier.
6. Wrong Product
If you receive the wrong product, please do not use or open it.
Contact us within 7 days of delivery and provide your order number and photographs of the product received.
Once the issue is verified, we will provide instructions regarding the replacement.
7. Replacement Process
Once your request is submitted:
Step 1 — Contact Us
Send us your order details and explain the issue.
Step 2 — Request Review
Our team will review your request and any photographs or supporting information provided.
Step 3 — Approval
If the request qualifies under this policy, we will provide further instructions.
Step 4 — Replacement
After approval and, where applicable, receipt of the original product, we will arrange the replacement.
Replacement availability may depend on current inventory.
8. Items That May Not Qualify
Products may not qualify for replacement when the issue is caused by:
- Normal use
- Customer misuse
- Accidental damage after delivery
- Improper storage
- Failure to follow product instructions
- Products returned after the 7-day period
- Products that have been used or altered
- Missing original packaging where it is required for the review
9. Refunds
This policy primarily covers exchanges and replacements.
If a replacement is unavailable or another resolution is appropriate, our team may discuss alternative options with you based on the circumstances and our applicable refund policy.
10. Contact Us
For exchange or replacement requests, please contact AL UROOJ OIL:
📧 Info: Info@aluroojoil.com
📧 Sales: Sale@aluroojoil.com
📞 Phone / WhatsApp: +1 (773) 817-8521
Business Address:
509 E Prairie Ave
Lombard, Illinois 60148
USA
Customer Support:
Available 24/7 — Monday through Sunday
Our Commitment
We value our customers and aim to resolve eligible product issues fairly and efficiently. If something isn't right with your order, please contact us within 7 days of delivery, and our team will be happy to assist you.