Eastwood General Trading L.L.C.
Refund, Return & Exchange Policy
Eastwood General Trading L.L.C. ("Eastwood", "we", "our" or "us") is committed to providing high-quality products and customer service.
Owing to the nature of the products sold through www.eastwoodintl.com and the Eastwood mobile application, and to applicable regulatory requirements, certain restrictions apply to returns, exchanges and refunds.
This Policy forms part of the Eastwood Terms and Conditions.
General Principles
Product Nature
Many products sold through the Platform are consumable goods. For health, safety, quality assurance and regulatory reasons, returns, exchanges and refunds may be limited.
Eastwood Review Rights
All refund, return and exchange requests are subject to review and approval by Eastwood. Approval of one request does not create an obligation to approve future requests.
Customer Co-operation
Customers must provide all reasonably requested information and evidence relating to a claim. Failure to provide the requested information may result in the claim being rejected.
Eligible Return Circumstances
Subject to verification, Eastwood may approve returns, exchanges or refunds where:
- incorrect products were supplied;
- products were damaged during delivery;
- products arrived in an unusable condition;
- products were materially different from those ordered;
- products were affected by verified fulfilment errors; or
- Eastwood determines that a refund, return or exchange is otherwise appropriate.
Non-Returnable Products
Unless required by law, the following are generally non-returnable.
Opened Products
Products that have been:
- opened;
- partially consumed;
- unsealed; or
- altered.
Customer Preference
Returns will generally not be accepted because:
- a customer has changed their mind;
- a customer dislikes the taste;
- a customer ordered the wrong product; or
- a customer no longer requires the product.
Customer-Caused Damage
Products damaged after delivery due to:
- improper storage;
- customer mishandling;
- accidents; or
- negligence.
Promotional Items
Free gifts, promotional items and complimentary products may not be refunded or exchanged independently.
Missing Documentation
Claims may be rejected where:
- proof of purchase cannot be provided;
- product information cannot be verified; or
- sufficient evidence is unavailable.
Reporting Issues
Reporting Timeframe
Customers must inspect their Order at delivery, in the presence of Eastwood's delivery staff member, and report any damaged, incorrect, missing or defective items at delivery, before signing the delivery receipt.
Issues that are not reported at delivery will not be eligible for a return, exchange or refund, unless the defect could not reasonably have been identified at delivery (for example, a fault that only becomes apparent when the product is opened) or applicable law requires otherwise.
Contact Methods
Claims may be submitted through:
- the customer support channels on the Platform;
- email to support@eastwoodintl.com; or
- any other method made available through the Platform.
Information Required
Customers may be required to provide:
- the order number;
- customer details;
- a description of the issue;
- photographs;
- video evidence; and
- supporting documentation.
Damaged Products
Delivery Damage
Where a product arrives damaged, customers must:
- report the damage to the delivery staff member at delivery, before signing the delivery receipt;
- note the damage on the delivery receipt;
- photograph the product and the packaging; and
- retain the product where possible.
Assessment
Eastwood may:
- review photographs;
- request additional information;
- arrange collection of the product by Eastwood's delivery staff; and
- inspect the product.
Resolution
Approved claims may result in:
- a replacement;
- a refund;
- Wallet credit; or
- alternative compensation determined by Eastwood.
Incorrect Products
Eligibility
Where Eastwood supplies a product materially different from the one ordered, customers may be eligible for:
- a replacement;
- a refund; or
- store credit.
Return Requirements
Eastwood may require:
- the product to be returned;
- photographic evidence; and
- verification of the error.
Returned products are collected by Eastwood's own delivery staff from the original delivery address.
Exchanges
Exchange Approval
Exchanges may be approved where Eastwood determines that:
- a fulfilment error occurred;
- a product defect exists; or
- an exchange is otherwise appropriate.
Availability
All exchanges remain subject to stock availability.
Alternative Products
Where replacement stock is unavailable, Eastwood may offer:
- equivalent products;
- store credit; or
- a refund.
Replacement and exchanged products are delivered in accordance with the delivery and verification requirements in the Eastwood Terms and Conditions and Age Verification Policy.
Refunds
Refund Eligibility
Refunds may be issued where:
- a return is approved;
- an Order is cancelled by Eastwood;
- payment errors occur;
- duplicate payments occur; or
- applicable law requires a refund.
Refund Methods
Refunds may be issued:
- to the original payment method;
- to the Eastwood Wallet; or
- by another reasonable method determined by Eastwood.
Processing Time
Approved refunds will be processed within fourteen (14) working days of approval. The time taken for funds to appear in the customer's account may depend on their bank or payment provider.
Promotional Benefits
Promotional discounts, vouchers, referral benefits and similar incentives may not be refundable.
Eastwood Wallet Refunds
Wallet Credits
Eastwood may issue refunds in the form of Wallet credits at its discretion.
Promotional Wallet Credits
Promotional Wallet credits:
- may expire;
- may be restricted;
- may not be transferable; and
- may not be redeemable for cash.
Wallet Reversals
Eastwood may reverse Wallet credits where:
- fraud is identified;
- abuse is identified;
- technical errors occur; or
- transactions are cancelled.
Order Cancellations
Customer Cancellations
Customers may request cancellation before fulfilment begins. Once fulfilment, preparation or dispatch has commenced, cancellation may no longer be possible.
Eastwood Cancellations
Eastwood may cancel Orders where:
- stock becomes unavailable;
- payment cannot be verified;
- fraud concerns arise;
- verification cannot be completed;
- the delivery address is not a private residential address; or
- operational circumstances require cancellation.
Cancellation Refunds
Where Eastwood cancels an Order after payment has been collected, a refund may be issued in accordance with this Policy.
Refused Deliveries
Refusal by Eastwood
Eastwood will not hand over an Order where the delivery verification requirements set out in the Eastwood Terms and Conditions and Age Verification Policy are not met, including where the recipient:
- is under 21 years of age, or cannot prove that they are 21 or older;
- is clearly intoxicated;
- appears to be under the influence of drugs;
- does not present an original, valid Emirates ID or passport; or
- is not the account holder named on the Order; or
- is at an address that is not a private residence.
The Order is returned to Eastwood's warehouse and the refusal is recorded.
Customer Refusal
Where a customer refuses delivery without a valid reason, Eastwood reserves the right to:
- reject refund requests;
- deduct delivery-related costs; and
- refuse future service.
Refund Review
Any refund relating to a refused delivery remains subject to Eastwood's review in accordance with this Policy.
Fraudulent Claims
Investigation Rights
Eastwood reserves the right to investigate suspected fraudulent claims.
Consequences
Fraudulent activity may result in:
- rejection of claims;
- account suspension;
- account termination; and
- legal action.
Chargebacks
Chargeback Review
Where a customer initiates a chargeback, Eastwood may:
- investigate the dispute;
- provide supporting evidence to payment providers; and
- suspend associated Accounts pending review.
Recovery
Eastwood reserves the right to recover amounts improperly charged back.
Dispute Resolution
Escalation
Customers may request escalation of a claim for management review, in accordance with the Eastwood Consumer Protection & Complaints Procedure.
Internal Review
Eastwood may conduct an additional review and request additional information.
Final Determination
Following its review, Eastwood will communicate its final determination.
Nothing in this Policy restricts any rights available to customers under applicable law.
Changes to This Policy
Eastwood may amend this Policy from time to time. Updated versions will be published on the Platform. Continued use of the Platform following publication of an update constitutes acceptance of the revised Policy.