Return Policy

Due to the nature of fresh meat, we do not accept returns except when there is an error or damage in the order. Review the compensation terms and reporting procedure to ensure the best service.
Last update November 29, 2025

Thank you for shopping with Kuzu Meat, where we are committed to providing fresh, chilled, and frozen halal meat according to the highest quality standards.
Due to the perishable nature of food products, we would like to clarify our return and exchange policy.

Non-Returnable Products

Due to the nature of our products (fresh, chilled, frozen, processed meat), returns or exchanges are not available after receiving the order, except in the cases outlined below.

This policy aims to ensure food safety and maintain the highest health standards.

Cases Eligible for Exchange or Compensation

Customers may request product exchange or compensation only in the following cases:

A. Receiving a product that doesn’t match the order

  • Different type
  • Different weight
  • Incorrect quantity
  • Product other than what was ordered

B. Receiving damaged or spoiled product

This includes:

  • Obvious color change
  • Abnormal odor
  • Damaged packaging
  • Product arriving at inappropriate temperature

C. Missing products

If the order arrives incomplete compared to the invoice.

Reporting Period

Issues must be reported within two hours of receiving the order, due to the nature of fresh products and their rapid spoilage.

Any report after this period may not be accepted.

Requirements for Accepting Reports

To serve you in the best way possible, please provide the following:

  • Order number
  • Clear photos of the product from multiple angles
  • Photo of the invoice if available
  • Brief explanation of the issue

After verification, we will:
✔ Compensate the product
or
✔ Refund its value as store credit
or
✔ Resend the correct product

(depending on the case and health standards requirements)

Cases Where Returns or Exchanges Are Not Accepted

  • Improper storage after delivery
  • Leaving products outside refrigeration for extended periods
  • More than two hours have passed since delivery
  • Opening packaging improperly
  • Misuse or improper preparation
  • No photos available to prove the issue

Order Cancellation Before Preparation

Orders can be cancelled before the preparation stage.
After the order is prepared or shipped, cancellation is not possible due to the nature of the products.

Report Processing Procedure

  1. Receiving the report from the customer
  2. Verifying photos and information
  3. Evaluating the case with the quality team
  4. Determining the appropriate solution (compensation – sending replacement – store credit)
  5. Contacting the customer to confirm the final solution

Response time: 1 to 3 hours during business hours.

Contact

For any report or inquiry:

Phone / WhatsApp: 0508512515
Email: Info@kuzumeat.com
Address: Othman bin Affan Street, Al-Jamiyeen District, Dammam