Refunds and Disputes

At Binacart, we prioritize customer satisfaction, and we aim to ensure a smooth and fair process for handling refunds and disputes. If you’re not completely satisfied with your purchase or encounter any issues, here’s what you need to know about our refund policy and how to handle disputes.

Eligibility for Refunds

1. Returned Items:
   • Refunds are available for items returned within the specified return window (usually 15 days) in original condition, with tags and packaging intact.
   • Items that are damaged, defective, or incorrect upon arrival are also eligible for refunds.
2. Non-Refundable Items:
   • Some items, such as perishable goods, customized products, and items marked as final sale, may not be eligible for refunds unless they arrive damaged or defective.

Refund Process

1. Submit a Refund Request:
   • Log in to your Binacart account and go to “Order History.”
   • Select the item or order you want to return and click “Request Refund.”
   • Provide a reason for the refund request, and if applicable, include photos of the damaged or defective product.
2. Return the Item:
   • Follow the return instructions provided in the confirmation email, which may include printing a return label.
   • Once the item is received and inspected, your refund will be processed.
3. Refund Method:
   • Refunds will be issued to the original payment method used for the purchase.
   • Processing times vary depending on your payment provider but typically take 5-10 business days after the return is received.
4. Partial Refunds:
   • In some cases, a partial refund may be issued if the item shows signs of use, is returned after the return window, or if the packaging is missing.

Refund Fees

• Return Shipping: Return shipping costs may be deducted from the refund if the return is not due to a damaged or defective product.
• Restocking Fee: In some cases, a restocking fee may apply, which will be clearly stated during the return process.

Dispute Resolution

When to File a Dispute

If you’re not satisfied with the outcome of a return or refund request, or if there is a discrepancy regarding a charge, you may file a dispute with our customer service team.

How to File a Dispute

1. Contact Customer Service:
   • Reach out to our support team via email at support@binacart.com or by phone at +971 52 609 8117
   • Provide details of the issue, including your order number, the nature of the dispute, and any supporting documentation or photos.
2. Review Process:
   • Our dispute resolution team will review your case and may contact you for further information or clarification.
   • We aim to resolve disputes within 5-7 business days of receiving all necessary information.

Resolution Options

1. Refund/Replacement:
   • If the dispute is found in your favor, you may be eligible for a full refund, replacement of the item, or store credit.
2. Mediation:
   • In cases where the issue is not clear-cut, Binacart may offer mediation to reach a satisfactory outcome for both parties.

Dispute Escalation

If a satisfactory resolution cannot be reached directly with Binacart, you may escalate the dispute by contacting your payment provider or filing a complaint with consumer protection agencies, depending on your region.

Customer Support

If you need any assistance regarding refunds or disputes, feel free to contact us at:

• Email: support@binacart.com
• Phone: +971 52 609 8117

Our customer support team is available Monday to Friday, 9 AM to 6 PM (GMT), to ensure your concerns are addressed promptly.

Thank you for shopping with Binacart. We’re committed to ensuring your satisfaction and resolving any issues as fairly and efficiently as possible.