Return Policy
From Our Country is your trusted partner in making the online shopping experience easy and satisfying. We don’t just offer products; we redefine trust in e-commerce through a comprehensive and transparent return policy designed to meet your needs. Whether you’re purchasing supermarket products like canned foods, standard printed mugs, or custom designs with your personal touch, we’re here to ensure your comfort and complete satisfaction. This policy explains how you can return products easily, with full compliance with Google Shopping requirements and EU consumer protection regulations.
Scope of Our Policy
This policy applies to all products offered through mnbaladna.com. From supermarket products like canned foods and dry goods, to standard printed products like mugs and aprons, to custom products like t-shirts with your own designs, we are committed to providing a fair return experience that supports your trust in us.
Why Is Our Policy Special?
At From Our Country, we believe that customer satisfaction is the heart of our success. Therefore, we’ve designed a flexible return policy that takes into account the diversity of our products, from food to custom items. Whether you need to return a product due to a defect or because it doesn’t meet your expectations, we’re here to make the process seamless and hassle-free. Our policy isn’t just rules; it’s a promise to deliver a reliable and transparent shopping experience.
Return Conditions
To ensure an organized return experience, we’ve divided the conditions based on the type of product:
Supermarket Products (Food and Canned Goods)
This category includes canned foods, dry goods, and perishable products. Due to their sensitive nature, they have specific return conditions:
- ✅ Allowed Returns: The product can be returned if it is defective (e.g., a damaged can), unfit for consumption (e.g., an expired product), or damaged during shipping.
- ✅ Return Period: Within 7 days from the date of receipt, to ensure product safety and your well-being.
- ✅ Shipping Costs: We cover return shipping costs if the product is defective or damaged.
- ✅ Procedure: Contact us immediately with photos showing the defect or damage, and we’ll make the return or replacement process easy.
- ✅ Example: If you receive a broken or expired can of food, you can return it within 7 days, and we’ll refund or replace it.
Standard Printed Products
This category includes standard products like printed mugs, aprons, t-shirts, and non-custom cooling bags. They can be returned under the following conditions:
- ✅ Return Period: Within 14 days from the date of receipt, in accordance with EU regulations.
- ✅ Product Condition: The product must be new, unused, in its original packaging with all labels and included components (e.g., product tags).
- ✅ Shipping Costs: The customer bears the return shipping costs unless the product is defective or shipped incorrectly.
- ✅ Example: If you purchased a printed apron and it doesn’t meet your expectations, you can return it within 14 days provided it’s in its original condition.
Custom Printed Products
This includes products designed to your specifications, such as mugs or t-shirts with personal designs. Due to their unique nature, they have special conditions:
- ✅ Manufacturing Defects: The product can be returned if it is defective (e.g., printing errors or incorrect colors) or does not match the approved design.
- ✅ Return Period: Within 7 days from the date of receipt.
- ✅ Shipping Costs: We cover return shipping costs if the reason is a defect or error on our part.
- ✅ Example: If you receive custom mugs with a printing error, you can return them within 7 days, and we’ll make the process free.
Non-Returnable Products
To protect quality and safety standards, the following products cannot be returned:
- 🔹 Perishable supermarket products (e.g., fresh foods) unless defective or damaged.
- 🔹 Custom products designed to your specifications, unless defective.
- 🔹 Used products, damaged due to misuse, or missing their original packaging.
- 🔹 Products that have been opened or partially used (e.g., washed mugs or worn t-shirts).
Return Procedure: Step by Step
We’ve designed a simple return process to save your time and ensure your comfort:
- ✅ Submitting the Request: Contact our support team via help.mnbaladna.com or send an email to [email protected] within the specified period. Provide the following details:
- Order number (from the order confirmation or receipt).
- Product description (e.g., “canned food” or “custom mugs”).
- Reason for return (e.g., “defective” or “unsatisfied”).
- Photos showing the defect or damage (for defective products).
- ✅ Request Review: We’ll review your request within 2-3 business days and send return instructions with the shipping address.
- ✅ Returning the Product: Package the product in its original packaging and send it to the provided address within 14 days of approval. Keep the shipping receipt.
- ✅ Inspection: We’ll inspect the returned product, and if approved, we’ll initiate a refund or replacement.
Refunds: How It Works?
We ensure a fast and transparent refund process:
- 🔹 Processing: We’ll refund the amount to the original payment method within 7-14 business days from receiving the returned product.
- 🔹 Refunded Amounts: Includes the product price only, excluding original or return shipping costs, unless the return is due to our error.
- 🔹 Defective Products: If the return is due to a defect or shipping error, we’ll refund the product price and original shipping costs.
- 🔹 Notification: We’ll send an email confirming the refund processing with details of the amount.
Replacement: Another Option for Your Convenience
If you prefer to replace the product instead of a refund:
- ✅ When Is Replacement Available?: Available for defective products or those shipped incorrectly, subject to stock availability.
- ✅ How to Request?: Indicate your preference for replacement when submitting the request.
- ✅ Shipping Costs: We ship the replacement product free of charge if the replacement is due to our error.
- ✅ Example: If you receive a damaged can of food, we can replace it with a new one at no cost.
Handling Special Cases
We’re here to resolve any issue you face:
- 🔹 Products Damaged During Shipping: Notify us within 48 hours with photos of the damage. We’ll provide a replacement or full refund.
- 🔹 Incorrect Products: If you receive a different product, we’ll cover return and shipping costs to send the correct product.
- 🔹 Canceled Orders: If you cancel an order before shipping, we’ll refund the amount within 3-5 business days. Custom orders cannot be canceled after production begins.
Your Rights as a Customer
In accordance with EU consumer protection regulations:
- ✅ Right to Return: You have the right to return standard products within 14 days without needing to provide a reason.
- ✅ Right to Refund or Replacement: If the product is defective or incorrect, you are entitled to a full refund or free replacement.
- ✅ Transparency: We are committed to providing clear information about the return process.
How Do We Make Returns Easy?
At From Our Country, we use advanced systems to track and process returns quickly. Our support team is trained to provide professional and friendly assistance, whether you need clarification on policy terms or to submit a return request. We’re here to make your experience exceptional.
Contact Us
If you have questions or need assistance:
Our Commitment to Your Satisfaction
At From Our Country, we strive to build a lasting relationship of trust. Our return policy is part of our promise to deliver an unparalleled shopping experience. Join us today and discover the difference!
