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Policies

100% Satisfaction Returns Policy
Step-by-Step Return Instructions
Damaged/Incorrect Merchandise or Incomplete Orders
Canceling or Modifying an Order
Cancellation of Orders by AlBurgan Handicrafts
Address Errors For Which AlBurgan Handicrafts is not Responsible
Shipping Information & Costs
Order Tracking
Payment Methods

100% SATISFACTION POLICY

At AlBurgan Handicrafts, we want you to be completely satisfied with every single one of your purchases. We believe that this depends on extremely high quality products, fair price, and extraordinary customer support.

For Orders Shipped Anywhere outside Jordan:

Full refunds will be available for up to 15 days from the day you receive your order.

You must request a Returned Merchandise Authorization (RMA) number by email during this 15-day period to qualify for a refund. If your return is in any way a result of an error by AlBurgan Handicrafts, please be sure to indicate the nature of the error when requesting the RMA number and a customer support specialist will provide you with further instructions.

If the return is not a result of an error by AlBurgan Handicrafts, you will be responsible for all shipping costs and duty incurred for the order and return of the product(s). You must send your return using a reliable international carrier that offers tracking (such as UPS, FedEx, TNT, ARAMEX, or DHL). It is strongly recommended that you insure the package, as you will be responsible for ensuring that all items arrive at the Customer Support Center in their original condition. No refunds will be available after the 15-day period has expired.

Issuance of Credit:

If you purchased by credit card, your card will be credited for the full applicable amount within 10 business days of receipt of the returned merchandise. If you paid by check or money order, you will receive a check from AlBurgan Handicrafts for the full applicable amount of the return by mail approximately 2-4 weeks after the returned product has been received at the AlBurgan Handicrafts Customer Support Center in Amman, Jordan. If you are interested in exchanging one product for another, you will need to return the unwanted item and submit a completely new order for the product you would like to purchase.

Important Notes and Restrictions:

Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Customer Support Center.

Make certain to use the original packaging when returning an item to ensure that it arrives in the same condition it was in when you received it.

As a safeguard against potential abuse, AlBurgan Handicrafts reserves the right to deny a refund to anyone who has made what we determine to be excessive returns.

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STEP-BY-STEP RETURN INSTRUCTIONS

Request a Returned Merchandise Authorization (RMA) number by contacting our Customer Support Department at support@alburgan.com. Be sure to indicate your order number (which appears on your invoice), the name or Product ID of the product(s) that you would like to return, your name and email address, and the reason for the return (please provide as much detail as possible). You will receive a prompt response from a customer support representative containing your RMA Number along with any special return instructions.

If the return is the result of an error by AlBurgan Handicrafts, a customer support representative will provide you with specific return instructions. In all other cases, please send the merchandise you would like to return using a trackable shipping service (ARAMEX, UPS, FedEx, or registered mail within the US; UPS, FedEx, TNT, or DHL from outside the US). It is strongly recommended that you insure the shipment, as you will be responsible for ensuring that all items arrive at the Customer Support Center in their original condition.

Be certain to include the following along with the returned merchandise: your RMA number, name, email address, and mailing address, as well as a copy of the original AlBurgan Handicrafts invoice (if available) and any feedback related to the order that you may have forgotten to include in your original RMA request.

IMPORTANT NOTE: Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Customer Support Center.

Once the merchandise has been received at the Customer Support Center, your credit card will be credited for the applicable amount or, if you paid by check or money order, a check will be written in your name and mailed to you. If you would like to order another item in place of the returned product, you will need to submit a completely new order either online or by fax.

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DAMAGED/INCORRECT PRODUCTS OR INCOMPLETE ORDERS

Pleasing you is our aim. If you have received a damaged or incorrect item, or if you believe that part of your order is missing, please immediately send an email to a Customer Support Representative at support@alburgan.com. In your message indicate your name, order number, and email address, and provide as much detail as possible about the situation.

We will be happy to replace any damaged items, assuming a comparable replacement is available, or provide you with a full refund, including all shipping costs. Similarly, if you should receive a product other than the one you ordered, the correct product will be sent to you at no additional charge or a full refund (including shipping cost).

Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you.

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CANCELING OR MODIFYING AN ORDER

It is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us at support@alburgan.com and we will determine if it will be possible to halt the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped.

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CANCELLATION OF ORDERS

AlBurgan Handicrafts reserves the right to cancel an order any time before it has been shipped and the credit card charged if one or more of the following conditions applies:

* Billing information provided for the credit card does not match the information on file with the card issuing bank.
* Credit card declined by the financial institution.

PLEASE NOTE: The issuance of an order number or the receipt of a confirmation email does not serve as a guarantee that an order will be fulfilled. No order is final until a representative of AlBurgan Handicrafts has confirmed that none of the aforementioned conditions apply to that order.

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ADDRESS ERRORS FOR WHICH AlBurgan Handicrafts IS NOT RESPONSIBLE OF

A fee will be applied to all orders where:

The incorrect address has been provided by the customer and the package is returned as undeliverable

An invalid address has been provided by the customer, resulting in a surcharge from the courier service provider. Such an error may include, but is not limited to, invalid or incomplete address information; incorrect zip code; incorrect state or country information; typographical errors; or transposed digits.

A move or sudden change of address results in the refusal or non-delivery of an order

An APO or FPO address has been provided as the shipping address

A PO Box has been provided as the shipping address

The fee will consist of a $5.00 handling charge plus any applicable costs related to re-routing, forwarding, or redelivering the parcel(s). Please note that there is no charge for address changes that are made before an order is shipped.

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SHIPPING INFORMATION & COSTS

In your shopping cart, simply select location from "Shipping To" list to calculate shipping cost and subtotal on-the-fly. So easy!

We do ship Worldwide with ARAMEX, a first class international courier Door to Door delivery service which would guarantee quick and safe delivery.

Shipping prices are based on 0.5 kgs weights. Hereunder the Shipping Prices Chart in US Dollars provided by ARAMEX:

Destination  First Half Kg  Every Additional Half Kg
Jordan* see below* see below
USA/Canada$15$9
Europe$15$9
Middle East$15$9
Japan/Hong Kong/Korea$21.5$10.5
China/India/Bangladesh$21.5$10.5
All Other Countries$15$9
* Shipping inside Jordan will cost (JD 1.5 = US$2.15) for every 15 kgs.

We sum weights for all items in cart first, then we calculate shipping price. So, 5 items 0.35 kgs each (a total of 1.75 kgs), will be charged at 2 kgs price.

Please note that we will always be seeking better shipping prices to make sure you are receiving a top product for the best shipping price.

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ORDER TRACKING

Whenever possible, we will email you a tracking number so that you may track the progress of your package. Tracking numbers are generally issued 2 to 7 business days after an order is shipped. If you have not received a tracking number and would like to know the whereabouts of your order, please send us an email at support@alburgan.com and reference your order number.

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PAYMENT METHODS

The following payment options are available at AlBurgan Handicrafts: payment by fax and by check (by mail). Do keep in mind that if you pay by personal check, we will wait for the funds to clear before processing your order. In either case, this delay could allow another shopper to buy your product before your order has been processed. In the event that the product you have requested is no longer available, your money will be returned by mail at no expense to you. Please note that there is a $20 fee for all returned checks.

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