Refund policy

1. General Principles

The protection of consumer health, food safety, and legal compliance is our highest priority.
At the same time, we are committed to transparency, fairness, and sustainability in order to prevent misunderstandings and future disputes.

For this reason, returns, refunds, and withdrawals are governed by the following clear and binding rules, which apply to all orders unless otherwise required by mandatory law.

2. Return Period

For all items that are eligible for return, a 14-day return period applies, starting from the day the goods are received by the customer.

A return is only possible if:

  • the item is in the same condition as received,
  • the item is unused, unopened, and undamaged,
  • original packaging and seals are fully intact,
  • a proof of purchase (invoice or order confirmation) is provided.

3. Return Procedure

All returns must be requested and approved in advance.

To initiate a return, please contact us by email at:
📧 info@malkah.eu

After reviewing your request, we will inform you whether the return is approved and provide further instructions.

Approved returns must be sent exclusively to the following address:

Awami Trading GmbH
An der Riedbahn 12
64560 Riedstadt-Goddelau
Germany

Returns sent without prior authorization will not be accepted.

4. Return Shipping Costs

  • If a return is made due to customer preference (e.g. change of mind, incorrect order), the customer bears the return shipping costs.
  • If the return is due to a defect, incorrect delivery, expired product, or safety issue, we will bear all return shipping costs.

5. Damaged, Defective or Incorrect Goods

Please inspect your order immediately upon receipt.

If any item is:

  • damaged,
  • defective,
  • expired,
  • unsafe, or
  • incorrectly delivered,

please contact us without delay at info@malkah.eu, preferably including photo documentation.

In such cases, we will provide a prompt and customer-friendly solution, either by:

  • replacement, or
  • full refund.

6. Non-Returnable Items

For reasons of health protection, hygiene, food safety, and legal requirements, certain products are generally excluded from return, unless they are defective or incorrectly delivered.

These include in particular:

  • Fresh food products
  • Frozen or deep-frozen food products
  • Perishable goods of any kind
  • Food items that have been opened or unsealed
  • Products with removed or damaged original seals
  • Personal care or hygiene products
  • Custom-made or personalized products
  • Hazardous materials, flammable liquids, or gases
  • Sale items and gift cards

👉 Fresh and frozen food products are strictly non-returnable, except in cases of defect, incorrect delivery, or expired minimum durability / use-by dates.

7. Condition of Returned Goods

Returned goods must:

  • remain unopened and unused,
  • not be consumed, altered, or tampered with in any way.
  • Items that have been opened, used, or modified are not eligible for a refund, as they cannot be resold due to hygiene and food safety regulations.

8. Exchanges

Direct exchanges are not offered.

If you wish to receive a different item, please:

  1. return the eligible item (after approval), and
  2. place a new order separately.

9. Right of Withdrawal for Consumers (EU Law)

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or profession.

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days from the day:

  • you or a third party designated by you takes possession of the goods, or
  • the last item is received, if the order is delivered in multiple shipments.

To exercise your right of withdrawal, you must inform us by a clear statement (e.g. by email):

Awami Trading GmbH
An der Riedbahn 12
64560 Riedstadt-Goddelau
Germany
📧 info@malkah.eu

Sending the notification before the withdrawal period expires is sufficient.

10. Effects of Withdrawal

If you withdraw from this contract, we will reimburse:

  • all payments received from you, including standard delivery costs,
  • within 14 days from the day we receive your withdrawal notice.

Refunds will be made using the same payment method used for the original transaction.

We may withhold reimbursement until:

  • we have received the returned goods, or
  • you have provided proof of return shipment.

Returned goods must be sent back within 14 days after the withdrawal notice.

👉 Return shipping costs are borne by the customer, unless the withdrawal is due to defective or incorrectly delivered goods.

11. Exclusion of the Right of Withdrawal

The right of withdrawal does not apply to contracts for the delivery of:

  • goods that spoil quickly or whose expiry date would be exceeded,
  • fresh or frozen food products,
  • sealed goods which are not suitable for return for health or hygiene reasons once unsealed,
  • custom-made or personalized goods,
  • goods that have been inseparably mixed with other goods after delivery.

12. Refund Processing

Once we have received and inspected the returned goods, we will notify you of the refund decision.

If approved:

  • the refund will be processed within 10 business days.

Please note that banks or payment providers may require additional processing time.

If more than 15 business days have passed since approval, please contact us at info@malkah.eu.

Model Withdrawal Form

(If you wish to withdraw from the contract, please complete and return this form.)

To:
Awami Trading GmbH
An der Riedbahn 12
64560 Riedstadt-Goddelau
Germany
📧 info@malkah.eu

I/We () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods (*):

Ordered on () / received on ():

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s)
(only if sent on paper):

Date: