At Ariana Marketplace, we want your family in Afghanistan to receive quality products. Because we deal with food items, our return policy is designed to ensure safety and freshness while protecting your trust.

📋 Quick Summary

• ✅ Return window: 7 days from delivery date
• ✅ Eligible returns: Damaged, defective, or wrong items
• ✅ Non-returnable: Opened food, perishables, and change of mind
• ✅ Refund method: Original payment method or store credit
• ✅ Processing time: 5-7 business days after we receive the return

1️⃣ When Can You Return Items?

We accept returns only in the following cases:

• 📦 Damaged during delivery: If the package arrives visibly damaged and products inside are affected
• ⚠️ Defective products: If items are spoiled, expired (less than 3 months validity), or have quality issues
• ❌ Wrong items: If we sent the wrong product or incorrect quantity

⏰ Time limit: You must notify us within 7 days of delivery. Contact us immediately with photos of the issue.

2️⃣ Non-Returnable Items

Due to the nature of food products, we cannot accept returns for:

• ❌ Opened or partially used food items (for health and safety reasons)
• ❌ Change of mind – "I don't want it anymore" or "My family didn't like it"
• ❌ Perishable goods (fresh items that expire quickly)
• ❌ Products without original packaging
• ❌ Items reported after 7 days from delivery
• ❌ Issues caused by the recipient (e.g., wrong address, refusal to accept delivery)

3️⃣ How to Request a Return

1. Contact us within 7 days: Email info@arianamarketplace.com with your order number and photos of the issue.
2. Describe the problem: Tell us whether it's damaged, defective, or the wrong item.
3. Wait for approval: We will review your request within 1-2 business days.
4. Return shipping (if approved): For approved returns, we will provide instructions. In most cases, we may arrange a replacement or refund without requiring you to return the item (especially for food).

📧 Email: returns@arianamarketplace.com (or use our contact form)

4️⃣ Refunds

Once your return is approved:

• 💰 Refund method: Original payment method (Visa, Mastercard, PayPal, or bank transfer).
• 🔄 Store credit: You may choose store credit for faster processing + 5% bonus.
• ⏱️ Processing time: 5-7 business days after approval. Your bank may take additional time to show the refund.
• 🚚 Shipping costs: Original shipping fees are non-refundable. If the return is our fault, we cover return costs.

5️⃣ Replacements

For damaged or defective items, we often offer replacements instead of refunds:

• ✅ We will reship the correct items at no additional cost.
• ✅ Delivery time for replacements: standard shipping times apply.
• ✅ If the same item is unavailable, we will offer a similar product or refund.

📍 Important Notes for Afghanistan Delivery

• 📸 Photo proof: We always take a photo when your family receives the package. This helps verify delivery.
• 📍 Address accuracy: Please ensure your family's address is complete and correct. We are not responsible for deliveries to wrong addresses provided by you.
• 📞 Family contact: If your family refuses the package or is unreachable, the order may be returned. In such cases, refund will be issued minus shipping costs.
• 🌍 Local conditions: In rare cases, delivery delays due to local circumstances (weather, security) are beyond our control. We will keep you informed.

7️⃣ Order Cancellations

• ⏰ Before packing: If you cancel within 2 hours of ordering, full refund.
• 📦 After packing: Once packed (within 24 hours), cancellation may incur a €5 handling fee.
• 🚚 After shipping: Cannot cancel; please follow return process.

❓ Questions about returns?

We're here to help! Contact our support team:

📧 info@arianamarketplace.com | 📞 +43 650 9809966

Response within 24 hours on business days.

Ariana Marketplace – From Europe to Afghan Homes, With Love

We reserve the right to update this policy. Last updated: March 2026