Refund & Returns Policy
Last Updated: September 2026
At Palmira Dates, we are committed to delivering premium Egyptian Medjool dates in excellent condition and providing reliable service to customers worldwide.
Because our products are food items and may be perishable, returns and refunds are subject to specific conditions outlined below.
1. Food Product Return Policy
For health, hygiene, and food safety reasons, we generally cannot accept returns of Medjool dates once an order has been delivered, especially if the packaging has been opened, damaged, altered, or improperly stored.
This does not affect your rights if your order arrives damaged, incorrect, defective, or materially different from what you ordered.
2. Damaged or Defective Orders
If your order arrives damaged, spoiled, defective, or otherwise unsuitable due to a problem that occurred before or during delivery, please contact Palmira Dates as soon as possible.
Please email:
Your message should include:
Order number
Full name
Delivery country
Description of the problem
Clear photographs of the product
Photographs of the outer shipping carton
Photographs of damaged packaging, if applicable
We may request additional information when necessary to investigate the issue.
Once the claim is reviewed and approved, Palmira Dates may offer one of the following:
Replacement of the affected products
Partial refund
Full refund for the affected items
Store credit, where agreed with the customer
The appropriate solution will depend on the circumstances of the order and the nature of the problem.
3. Incorrect Items
If you receive a product, grade, size, quantity, or package that is different from what you ordered, contact us promptly after delivery.
Please provide your order number and photographs of the items received.
After verification, we will arrange an appropriate solution, which may include replacement, refund, or another agreed resolution.
4. Missing Items
If part of your order is missing, please contact us and provide your order number together with details of the missing products.
We will review the order and shipment records.
Where a missing item is confirmed, we may arrange a replacement, refund, or other appropriate solution.
5. Change of Mind Returns
Due to the nature of food products, Palmira Dates generally does not accept returns or refunds simply because a customer changes their mind after the order has been shipped or delivered.
Please review your:
Product selection
Grade
Size
Quantity
Shipping address
Destination country
before completing your order.
If you contact us before your order has been prepared or shipped, we may be able to assist with a cancellation or modification. See the cancellation section below.
6. Order Cancellation
If you wish to cancel an order, contact us as soon as possible at:
Orders may only be cancelled if processing, packing, export preparation, or shipping has not progressed to a stage where cancellation is no longer reasonably possible.
If an order has already been shipped, cancellation may not be possible.
For custom packaging, private label orders, specially prepared orders, or bulk shipments, cancellation rights may be restricted once production, packing, labeling, booking, or preparation has started.
Any non-refundable costs already incurred may be deducted where permitted by applicable law.
7. Refund Processing
Where a refund is approved, it will normally be issued to the original payment method used for the order.
Refund processing times may vary depending on:
Payment provider
Bank
Card issuer
Country
Currency
International payment network
Palmira Dates will process approved refunds as soon as reasonably possible, but the time required for the refund to appear in your account is controlled by the relevant payment provider or financial institution.
8. Shipping Costs
Original shipping charges are generally non-refundable unless:
Palmira Dates made an order fulfillment error
The shipment was damaged due to circumstances attributable to us or our shipping provider
A refund of shipping charges is required under applicable law
Where a replacement shipment is approved because of an error or confirmed damage, Palmira Dates will determine the appropriate shipping arrangement.
9. Customs Duties, Taxes, and Import Charges
International orders may be subject to customs duties, taxes, inspection fees, handling fees, or other charges imposed by the destination country.
Unless otherwise stated at checkout or agreed in writing, these charges may be the responsibility of the customer.
Refunds are generally not available solely because a customer:
Refuses to pay customs duties or taxes
Fails to complete required customs procedures
Provides incomplete import information
Fails to collect a shipment
Refuses delivery
Does not comply with destination-country import requirements
Where a shipment is returned, destroyed, abandoned, or held by customs because of customer-related issues, any refund will be assessed individually and may be reduced by shipping, customs, storage, return, destruction, or administrative costs.
10. Delivery Delays
Estimated delivery times are provided in good faith but are not guaranteed unless explicitly stated otherwise.
Delays may occur due to:
Customs clearance
Government inspections
Weather
Carrier delays
Public holidays
Flight schedules
Port congestion
Incorrect or incomplete customer information
Events beyond our reasonable control
A delivery delay alone does not automatically qualify an order for a refund if the products remain safe, usable, and successfully delivered.
If a shipment is significantly delayed, contact us and we will assist with tracking and investigation.
11. Failed Delivery
Customers are responsible for providing accurate:
Recipient name
Address
Telephone number
Email address
Postal or ZIP code
Delivery instructions
If delivery fails because incorrect or incomplete information was provided, additional delivery or return charges may apply.
If the carrier cannot complete delivery because the recipient is unavailable or refuses the shipment, Palmira Dates may not be able to issue a full refund.
12. Product Appearance and Natural Variation
Medjool dates are a natural agricultural product.
Reasonable variations may occur in:
Size
Shape
Color
Texture
Moisture
Skin separation
Natural surface appearance
These normal variations do not necessarily indicate a defect.
Our grading descriptions are intended to reflect product quality and size categories, but natural variation may still occur within acceptable commercial tolerances.
13. Storage After Delivery
Customers are responsible for storing products appropriately after delivery.
Refunds or replacements may not be available where deterioration results from:
Improper storage
Exposure to excessive heat
Excessive moisture
Contamination
Leaving packages open
Failure to follow storage instructions
Please check the product packaging for applicable storage recommendations.
14. Bulk, Wholesale, and Commercial Orders
Bulk, wholesale, pallet, sea freight, and truck shipments may be subject to additional commercial terms agreed before shipment.
Claims relating to bulk orders should be reported promptly after delivery and supported by appropriate evidence.
Depending on the shipment size and circumstances, we may require:
Inspection records
Photographs
Quantity verification
Delivery documentation
Carrier reports
Independent inspection
Any special terms agreed in a quotation, invoice, purchase agreement, or written communication may apply in addition to this policy.
15. Private Label and Customized Orders
Private label, customized packaging, personalized labels, special grading, custom carton printing, or specially prepared orders may not be eligible for cancellation or return once production or preparation has started.
If such an order arrives damaged, defective, or materially different from the agreed specifications, contact us and we will review the claim.
16. Consumer Rights
Nothing in this Refund & Returns Policy is intended to remove or limit any mandatory consumer rights that apply under the laws of your country.
Where applicable consumer protection law gives you additional rights, those rights will continue to apply.
For customers in the European Union, United Kingdom, or other jurisdictions with specific consumer protection rules, certain statutory rights may apply depending on the nature of the product and transaction.
Perishable or rapidly deteriorating food products may be subject to specific exceptions from standard withdrawal or return rights.
17. How to Make a Claim
To request a refund, replacement, or review of an order issue, contact:
Palmira Dates
Cairo, Egypt
Email: sales@palmiradates.com
Please include your order number and all relevant information so we can review your request as quickly as possible.
18. Policy Updates
Palmira Dates may update this Refund & Returns Policy from time to time to reflect changes in our products, shipping services, payment methods, business operations, or legal requirements.
The latest version will always be published on this page.