Refund policy

1. Order Cancellation
Orders can be cancelled only by contacting us through WhatsApp at 8447083615.
Cancellation requests must be made before the order is dispatched.
Once an order has been dispatched, it cannot be cancelled.

2. Food & Consumable Products
Food, beverages and other consumable products are non-refundable and non-returnable, except in cases of:
⦁    Damaged product
⦁    Wrong product received
⦁    Expired product
⦁    Product significantly damaged during delivery
subject to verification.
3. Damaged / Incorrect Orders
Customers should contact us as soon as possible after delivery and provide photos/videos of the product and packaging for verification.
After verification, we may provide a replacement or refund, as applicable.
4. Refunds
Approved refunds will be processed to the original payment method, subject to applicable payment-provider processing times.
5. Cancellation by Us
We may cancel an order due to stock unavailability, delivery restrictions, pricing errors, payment issues or other legitimate reasons. Any applicable refund will be processed accordingly.
6. Non-Refundable Situations
Refunds will generally not be provided for:
⦁    Change of mind
⦁    Incorrect product selection by the customer
⦁    Products opened or used after delivery
⦁    Failure to follow storage instructions
⦁    Delivery issues caused by an incorrect customer-provided address
7. Contact
Kaqum Enterprises
WhatsApp: 8447083615

Return / Replacement Policy

At www.alexapremium.com we take care to ensure that every order is packed and dispatched in good condition. However, if you receive a product that is damaged, defective, incorrect, or significantly different from what was ordered, we are happy to review the issue and provide an appropriate resolution.

### 1. Eligible Returns / Replacements

A return or replacement may be considered in the following cases:

* The wrong product was delivered.
* The product was damaged or defective.
* The product is missing from the order.
* The product received is significantly different from the product ordered.

All requests are subject to verification by our team.

### 2. Damaged or Broken Items

For fragile, glass, or bulky products, damage may occasionally occur during transportation despite careful packaging and handling.

If your product arrives damaged, please contact us as soon as possible and preferably within **24 hours of delivery**.

Customers may be required to provide clear photographs or videos of:

* The outer packaging.
* The product and the damage.
* The shipping label/order details.

This information helps us assess the claim and coordinate with the delivery partner where necessary.

### 3. Replacement

Where a replacement is approved, we will make reasonable efforts to provide the same product.

If the same product is unavailable, we may offer an alternative solution, such as a replacement with a comparable product, store credit, or refund, as applicable.

### 4. Non-Returnable Products

Due to the nature of certain products, returns or replacements may not be accepted for:

* Products that have been opened, used, consumed, or tampered with.
* Products damaged after delivery due to improper handling or storage.
* Products where the issue is based solely on personal preference or change of mind.
* Products without their original packaging where the packaging is required for verification.
* Products purchased on sale, clearance, or under special conditions, where specifically stated at the time of purchase.

### 5. Change of Mind

We generally do not accept returns or replacements simply because a customer has changed their mind, ordered the wrong product, or no longer requires the product.

### 6. How to Request a Return or Replacement

Please contact us through our official customer support/WhatsApp channel with your:

* Order number.
* Product name.
* Description of the issue.
* Clear photographs or video of the product and packaging, where applicable.

Our team will review the request and inform you of the next steps.

### 7. Approval of Claims

Submitting a return or replacement request does not automatically guarantee approval. Each request is reviewed based on the condition of the product, the nature of the issue, supporting evidence, and the circumstances of delivery.

Fine Select reserves the right to approve or reject a return or replacement request where the claim does not meet the conditions of this policy.

### 8. Refunds

Where a refund is approved instead of a replacement, the refund will be processed according to our **Refund & Cancellation Policy** and the applicable payment method.

### 9. Important Note Regarding Fragile & Bulky Products

We take reasonable care when packing fragile and bulky products. However, certain glass, heavy, or bulky items may be more susceptible to damage during transportation.

For such products, we will make reasonable efforts to assist with genuine damage claims, but we cannot guarantee that every item will arrive without transport-related damage.