Refund policy

 

🔄 AnaZoul Return, Refund & Cancellation Policy

Last Updated: July 2026

At AnaZoul, we take the care of your family back home personally. Because our platform delivers groceries, baby formula, and essential household consumables, we cannot accept physical returns of items once they have been delivered.

Instead, we protect your hard-earned capital with a strict 100% Satisfaction & Accuracy Guarantee.

1. Damaged, Missing, or Incorrect Items

If your family member receives a bundle and finds an item is missing, damaged, or expired, we will fix it immediately at zero extra cost to you.

·         The Process: Please ask your family member to take a quick photo of the damaged or incorrect item and send it to our automated WhatsApp Support line within 24 hours of delivery.

·         Our Resolution: Upon verifying the photo, AnaZoul will either:

1.    Dispatch a local courier to deliver a fresh replacement item within 24 hours, or

2.    Issue a prorated partial refund directly back to your Canadian credit card for the missing value.

 

2. Order Cancellations

We process orders rapidly to ensure fast delivery.

·         Before Warehouse Packing: You may cancel any order for a 100% full refund within 2 hours of placing it on our website.

·         After Warehouse Packing: Once an order status is marked as "Packed" or "In Transit" inside our local regional warehouses in Cairo or Khartoum, the order cannot be canceled or refunded.

 

3. Undeliverable Orders & Safe-Hub Holds

If our delivery drivers cannot reach your family due to wrong phone numbers, an incorrect address, or sudden local safety infrastructure changes:

·         Our WhatsApp team will attempt to contact both you (in Canada) and the recipient for 48 hours to coordinate an alternative safe pickup spot or a different relative's home.

 

·         If we cannot reach anyone after 48 hours, the bundle will be returned to our partner wholesaler's secure warehouse. We will hold the inventory for you for 7 days.

 

·         If delivery remains impossible after 7 days, we will cancel the order and refund your money, minus a $15 CAD logistics and restocking fee to cover the driver's fuel and warehouse handling.

 

4. Processing Your Refund

All approved refunds are processed immediately by our Canadian corporate office. The funds will automatically return to your original payment method (Visa, Mastercard, Apple Pay, etc.). Please note that depending on your Canadian financial institution, it can take 3 to 5 business days for the credit to appear on your statement.