Returns & Refunds policy

This Refund Policy outlines our procedures and guidelines regarding refunds for products purchased from tgsegypt.farm. We prioritize customer satisfaction while acknowledging the unique nature of our fresh hydroponic produce business.

1. GENERAL PROVISIONS

1.1 Due to the perishable nature of our fresh hydroponic produce, we have a strict refund policy in compliance with Egyptian consumer protection laws.

1.2 This policy applies to all purchases made through tgsegypt.farm.

2. INSPECTION UPON DELIVERY

2.1 Customers are advised to thoroughly inspect all products immediately upon delivery.

2.2 Any visible issues with product quality must be reported to us within 24 hours of delivery with supporting photographic evidence.

3. ELIGIBLE REASONS FOR REFUND

Refunds or replacements may be considered in the following circumstances:

3.1 Damaged Products: Products that arrive physically damaged or compromised.

3.2 Quality Issues: Products that do not meet our stated quality standards (wilted, spoiled, or otherwise unfit for consumption upon delivery).

3.3 Incorrect Products: Products delivered that differ from what was ordered.

4. REFUND PROCEDURE

4.1 To initiate a refund request, customers must:

• Contact us within 24 hours of delivery

• Provide order number and details of the issue

• Include clear photographs showing the condition of the products

• Retain the original packaging until the claim is resolved

4.2 All refund requests will be reviewed on a case-by-case basis within 2 business days.

4.3 Approved refunds will be processed using the original payment method within 7 business days from approval.

5. NON-REFUNDABLE CIRCUMSTANCES

5.1 Refunds will NOT be issued in the following circumstances:

• Requests made more than 24 hours after delivery

• Products that have been consumed (partially or completely)

• Quality deterioration due to improper storage after delivery

• Customer dissatisfaction with the product when the product meets our quality standards

• Changes in customer preferences or ordering mistakes

5.2 For health and safety reasons, we cannot accept returns of delivered fresh produce.

6. DELIVERY ISSUES

6.1 If a delivery fails because the customer provided incorrect address information or was unavailable to receive the order, we will not be liable for product deterioration and no refund will be issued.

6.2 If the delivery is significantly delayed due to our error or our delivery partner's error, resulting in quality deterioration, customers may be eligible for a refund.

7. CANCELLATIONS

7.1 Orders may be cancelled without penalty up to 24 hours before the scheduled delivery date.

7.2 Cancellations made less than 24 hours before scheduled delivery may be subject to a 50% cancellation fee to cover preparation costs.

8. EXCEPTIONS

8.1 In the event of extraordinary circumstances, we reserve the right to make exceptions to this policy at our sole discretion.

8.2 No exceptions will be made to circumvent Egyptian consumer protection laws.

9. CONTACT FOR REFUND REQUESTS

For all refund requests or questions about this policy, please contact us at:

Email: [info@tgsegypt.farm]

Please include your order number in all communications.

10. CHANGES TO THIS POLICY

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website.

Last Updated: April 17, 2025