Return & Exchange Policy
MCOOP Platform Return & Exchange Policy
Updated September 19, 2025
This document presents the return and exchange policy for the MCOOP MARKETPLACE. Please be aware that individual Sellers may maintain differing return and exchange policies, with notable variations between Al Mushrif Co-operative Society and other Sellers. The following sections provide further details regarding these policies.
Policy at Al Mushrif Co-operative Society:
- Customers may cancel or return their order within 7 days from the date printed on the receipt.
- Returns or cancellations require the original receipt.
- Items must be returned to the customer service counter in the store.
Conditions for Return or Exchange:
· Refunds are issued as a purchase voucher valid for 30 days.
· Opened or used items are not eligible for return or exchange.
· Perishable food items, including meat, dairy, fish, poultry, frozen and chilled goods, vegetables, fruits, and bakery items, are not eligible for return.
· Underwear garments are non-returnable under any circumstances.
The following goods cannot be returned:
· Goods made to your specifications or personalized.
· Goods that are unsuitable for return due to their nature, rapid deterioration, expiration, health protection, hygiene reasons, or if unsealed after delivery.
· Goods inseparably mixed with other items after delivery.
Returns that do not meet these conditions may be refused. Only regularly priced goods are eligible for refund; sale or promotional items cannot be returned or exchanged.
Return Process:
· Bring items to the in-store customer service counter.
· Ensure all return conditions are met.
· If approved by customer service, a purchase voucher valid for 30 days will be issued.
Gift Returns:
If an item was marked as a gift and sent directly to the recipient, a purchase voucher for the value of the return will be provided upon receiving the returned product, valid for 30 days.
Policy at other Sellers on the Mushrif Marketplace:
Return and exchange policies vary by Seller. Please check each Seller's policy for specifics.
Below are the general Return & Exchange terms for Mushrif Coop marketplace:
Perishable Items – Return & Refund Policy:
Please note that perishable items are not eligible for return due to food safety regulations.
If you receive an item that is damaged, spoiled, or expired and submit a complaint within two hours of delivery, your case will be assessed by the Seller. Depending on the evaluation of the reported issue, a partial or full refund may be credited to your e-Wallet.
Eligibility Requirements:
- The complaint must be reported within 2 hours of delivery.
- Submission of a clear photograph or video of the affected product is required.
- All requests are subject to the Seller's evaluation and approval.
- A receipt or proof of purchase may be requested.
Non-Perishable Items – Refund & Exchange Policy:
We accept returns of unopened and unused non-perishable products within 7 days from the date of delivery.
Return Eligibility Criteria:
- Products must be returned in their original packaging (sealed, unused, and undamaged).
- A receipt or proof of purchase is required.
- All return requests must receive prior approval from the respective Seller before items are shipped back to the Seller.
Items Not Eligible for Return:
- Products that have been opened or partially used.
- Items are missing original packaging.
- Incorrect, Missing, Expired, or Damaged Items.
Errors may occasionally occur. If you receive an incorrect item, a missing product, or if any item arrives damaged, please get in touch with us within 2 hours of delivery.
Resolution Options:
- Incorrect item: Complimentary replacement or refund will be offered.
- Missing Item: A refund or dispatch of the missing product will be arranged.
- Damaged item: Full or partial refund or replacement will be provided, depending on stock availability.
- Expired item: Full or partial refund or replacement will be offered, based on availability.
Return Process:
For instances in which a return is advised, please reach out within 2 hours of receiving your delivery and include the following information:
- Order number/ A receipt or proof of purchase
- Clear photo or video evidence of the affected product
- Description of the issue
Once verified, we will advise you regarding the appropriate resolution—return, refund, or replacement.
Refund Methods & Processing Time:
All refunds will be processed as credit to your e-Wallet, regardless of the original payment method. Refunds to your e-Wallet will be completed within 1–4 working days upon approval.
Contact Information:
For questions regarding the Returns and Refunds Policy, contact:
· Email: support@mushrifcoop.com
· Website: https://mushrifcoop.com/policy
Frequently Asked Questions (FAQ)
Q1: What is the most important thing I should do if I have a problem with my order?
A: Act quickly. For any issue with an order from a Seller (not Al Mushrif Co-operative Society in-store), you must report it within 2 hours of delivery and provide clear photos or videos as evidence.
Q2: How will I receive my refund?
A: Without exception, all refunds are issued as credit to your MCOOP e-Wallet, regardless of your original payment method (cash, card, etc.). This credit can be used for future purchases on the platform.
Q3: Can I return a product I bought from a Seller to an Al Mushrif physical store?
A: No. Products purchased from Sellers on the MCOOP marketplace must be handled through the platform's online return process and cannot be returned to a physical store unless it is explicitly stated otherwise by that specific Seller.
Q4: I received a product as a gift. How does the return work?
A: If the gift was sent directly to you, returning it will result in a purchase voucher (if from Al Mushrif Co-operative Society) or e-Wallet credit (if from another Seller) being issued to you, valid for 30 days.
Q5: Why can't I return perishable goods?
A: This is a standard food safety and hygiene precaution to prevent the resale of items that may have spoiled or become contaminated after leaving the seller's control.
Q6: The Seller approved my return. How long until I get my refund?
A: Once approved, the refund will be credited to your e-Wallet within 1-4 business days.
Q7: Where can I find a specific Seller's return policy?
A: The policy should be available on the Seller's storefront or product pages on the MCOOP platform. If not, we recommend contacting the Seller directly before making a purchase.
