Refund, Return & Replacement Policy
Refund, Return & Replacement Policy
Last updated: March 2026
If there is an issue with your order, we are here to help. This policy explains how refunds, returns, and replacements are handled by Mateen Business Zone (“MBZ”, “we”, “our”, or “us”).
1. Direct MBZ Purchases
This policy applies to products purchased directly through the Mateen Business Zone website, when MBZ is the seller or order processor.
If you purchased a product, service, travel booking, or offer through a third-party affiliate partner website, that partner website is responsible for refunds, cancellations, returns, replacements, warranties, and customer service.
2. Refunds & Replacements
Any claims for misprinted, damaged, defective, or incorrect items must be submitted within 30 days of receiving the product.
- Packages lost in transit must be reported within 30 days after the estimated delivery date.
- If the issue is determined to be an error on our part or our fulfillment process, the item may be replaced or refunded after review.
- Refunds or replacements are reviewed case by case based on the product type, supplier, fulfillment method, and issue reported.
To submit a claim, please contact our support team with the following:
- Your order number
- A brief description of the issue
- Clear photographs of the damaged, defective, or incorrect item
- Delivery confirmation or tracking information, if available
For assistance, please contact us at info@mateen-business-zone.com .
3. Return Eligibility
Some items may not be eligible for return because they are made-to-order, custom, private-label, personal care, hygiene-related, digital, or fulfilled by third-party suppliers.
Items must be unused, in original condition, and returned with original packaging when a return is approved. Do not send items back without contacting MBZ first.
4. Refund / Replacement Exemptions
Refunds or replacements may not be granted in the following situations:
- Wrong Address: If an incorrect or incomplete shipping address is provided, the customer may be responsible for reshipping costs.
- Unclaimed Shipments: Packages not collected from the carrier may require additional shipping fees for reshipment.
- Buyer’s Remorse: We may not provide refunds for change-of-mind purchases.
- Customs Rejection: If a package is rejected due to customs restrictions, unpaid duties, import rules, or customer refusal, refunds may not be issued.
- Orders Already in Production: Orders that have already entered production, processing, or fulfillment may not be canceled or refunded.
- Carrier Delivery Issues: If delivery fails due to incorrect contact information, an unreachable recipient, or unpaid import duties, replacements may not be available.
- Third-Party Purchases: Purchases completed on partner websites are subject to that partner’s refund, return, cancellation, and customer service policies.
5. Affiliate Partner Purchases
MBZ may display affiliate links to travel websites, retail platforms, shopping brands, wellness offers, service providers, and other partner websites.
If you click an affiliate link and complete a purchase, booking, sign-up, or qualifying action on a third-party website, the transaction is handled by that third-party merchant or service provider.
MBZ is not responsible for third-party shipping, delivery, cancellations, refunds, returns, warranties, account issues, booking changes, or customer service.
6. Late or Missing Refunds
If a refund has been approved but you have not yet received it, please follow these steps:
- Check your bank account again.
- Contact your credit card company, as it may take time before the refund is officially posted.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact our support team at info@mateen-business-zone.com .
7. Contact Information
If you have questions about this Refund, Return & Replacement Policy, please contact us at:
Email: info@mateen-business-zone.com
Website: mateenbusinesszone.us
8. Policy Language
This policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for convenience.