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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.
Due to the nature of the products sold through eastwoodintl.ae and applicable regulatory requirements, certain restrictions apply to returns, exchanges and refunds.
This Policy forms part of the Eastwood Terms and Conditions.
General Principles
1.1 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.
1.2 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.
1.3 Customer Cooperation
Customers must provide all reasonably requested information and evidence relating to any claim.
Failure to provide requested information may result in rejection of a claim.
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;
- Eastwood determines that a refund, return or exchange is otherwise appropriate.
Non-returnable Products
Unless required by law, the following are generally non-returnable:
3.1 Opened Products
Products that have been:
- opened;
- partially consumed;
- unsealed;
- altered.
3.2 Customer Preference
Returns will generally not be accepted because:
- a customer changed their mind;
- a customer dislikes the taste;
- a customer ordered the wrong product;
- a customer no longer requires the product.
3.3 Customer-Caused Damage
Products damaged after delivery due to:
- improper storage;
- customer mishandling;
- accidents;
- negligence.
3.4 Promotional Items
Free gifts, promotional items or complimentary products may not be independently refunded or exchanged.
3.5 Missing Documentation
Claims may be rejected where:
- proof of purchase cannot be provided;
- product information cannot be verified;
- sufficient evidence is unavailable.
Reporting Issues
4.1 Reporting Timeframe
Customers should notify Eastwood as soon as reasonably possible after discovering an issue.
Prompt reporting assists investigation and resolution.
4.2 Contact Methods
Claims may be submitted through:
- customer support channels;
- support@eastwoodintl.com;
- any method made available through the Platform.
4.3 Information Required
Customers may be required to provide:
- order number;
- customer details;
- description of issue;
- photographs;
- video evidence;
- supporting documentation.
Damaged Products
5.1 Delivery Damage
Where a product arrives damaged, customers should:
- photograph the product;
- photograph packaging;
- retain the product where possible;
- contact Eastwood promptly.
5.2 Assessment
Eastwood may:
- review photographs;
- request additional information;
- arrange collection;
- conduct inspection.
5.3 Resolution
Approved claims may result in:
- replacement;
- refund;
- Wallet credit;
- alternative compensation determined by Eastwood.
Incorrect Products
6.1 Eligibility
Where Eastwood supplies a product materially different from that ordered, customers may be eligible for:
- replacement;
- refund;
- store credit.
6.2 Return Requirements
Eastwood may require:
- product return;
- photographic evidence;
- verification of error.
Exchanges
7.1 Exchange Approval
Exchanges may be approved where Eastwood determines:
- a fulfilment error occurred;
- a product defect exists;
- an exchange is appropriate.
7.2 Availability
All exchanges remain subject to stock availability.
7.3 Alternative Products
Where replacement stock is unavailable, Eastwood may offer:
- equivalent products;
- store credit;
- refund.
Refunds
8.1 Refund Eligibility
Refunds may be issued where:
- a return is approved;
- an Order is cancelled by Eastwood;
- payment errors occur;
- duplicate payments occur;
- applicable law requires a refund.
8.2 Refund Methods
Refunds may be issued:
- to the original payment method;
- to the Eastwood Wallet;
- by another reasonable method determined by Eastwood.
8.3 Processing Time
Approved refunds will be processed within a reasonable timeframe.
Actual receipt of funds may depend on financial institutions and payment providers.
8.4 Promotional Benefits
Promotional discounts, vouchers, referral benefits and similar incentives may not be refundable.
Eastwood Wallet Refunds
9.1 Wallet Credits
Eastwood may issue refunds in the form of Wallet credits at its discretion.
9.2 Promotional Wallet Credits
Promotional Wallet credits:
- may expire;
- may be restricted;
- may not be transferable;
- may not be redeemable for cash.
9.3 Wallet Reversals
Eastwood may reverse Wallet credits where:
- fraud is identified;
- abuse is identified;
- technical errors occur;
- transactions are cancelled.
Order Cancellations
10.1 Customer Cancellations
Customers may request cancellation before fulfilment begins.
Once fulfilment, preparation or dispatch has commenced, cancellation may no longer be possible.
10.2 Eastwood Cancellations
Eastwood may cancel Orders where:
- stock becomes unavailable;
- payment cannot be verified;
- fraud concerns arise;
- verification cannot be completed;
- operational circumstances require cancellation.
10.3 Cancellation Refunds
Where Eastwood cancels an Order after payment has been collected, a refund may be issued in accordance with this Policy.
Refused Deliveries
11.1 Customer Refusal
Where a Customer refuses delivery without a valid reason, Eastwood reserves the right to:
- reject refund requests;
- deduct delivery-related costs;
- refuse future service.
11.2 Verification Failure
Deliveries may be refused where required verification cannot be completed.
Any refund determination shall remain subject to Eastwood review.
Fraudulent Claims
12.1 Investigation Rights
Eastwood reserves the right to investigate suspected fraudulent claims.
12.2 Consequences
Fraudulent activity may result in:
- rejection of claims;
- account suspension;
- account termination;
- legal action.
Chargebacks
13.1 Chargeback Review
Where a customer initiates a chargeback, Eastwood may:
- investigate the dispute;
- provide supporting evidence to payment providers;
- suspend associated Accounts pending review.
13.2 Recovery
Eastwood reserves the right to recover amounts improperly charged back.
Dispute Resolution
14.1 Escalation
Customers may request escalation of a claim for management review.
14.2 Internal Review
Eastwood may conduct additional review and request additional information.
14.3 Final Determination
Following review, Eastwood will communicate its final determination.
Nothing in this Policy restricts any rights available 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 updates constitutes acceptance of the revised Policy.