Refund and Returns Policy

At Madinah Store, our commitment to Ihsan (excellence) extends to every aspect of your experience. We understand that purchasing physical items requires confidence, and we want you to be completely satisfied with your choices.

Please read our policy below regarding standard returns, replacements, and refunds.

Overview & Eligibility

Our return policy lasts 14 days from the date of purchase or order pickup. If 14 days have passed since you received your item, we unfortunately cannot offer you a full refund or exchange.

To be eligible for a return:

  • The item must be unused, unwashed, and in the exact same condition that you received it.

  • It must remain in its original, unopened packaging (with any protective seals or plastic wraps intact).

  • A valid receipt, invoice, or proof of purchase from Madinah Store is required.

Product-Specific Guidelines & Exemptions

Given the curated nature of our Sunnah wellness items and educational resources, specific rules apply:

  • Sunnah Wellness & Hygiene Products: For health, safety, and sanitary reasons, opened or unsealed bottles of oils (such as Black Seed Oil), herbs, Ithmid Kohl, or Miswak are strictly exempt from being returned.

  • Books & Quran Editions: Books can only be returned if they are completely unmarked, uncreased, and show absolutely no signs of use.

How to Return an Item

Because we operate via our dedicated online shop and social media platforms, we do not accept standard return mail or drop-offs without prior authorization.

1. Initiate the Request: Contact our team directly at admin@madinah.cloud or via our official WhatsApp channel.

2. Coordinate the Drop-off/Exchange: Once approved, we will coordinate a mutual window for you to return the item to one of our designated local pickup points at Curepipe and Terre Rouge.

Refunds

Once your returned item is received and inspected, we will notify you (via email or WhatsApp) of the approval or rejection of your refund based on its condition.

Approved Refunds

If approved, your refund will be processed immediately through one of the following local channels:

  • Digital Purchases: Reversed via Juice by MCB or Bank Transfer to your designated account.

  • Cash Purchases: Refunded in cash during a coordinated pickup window or transferred electronically.

Please allow 2 to 5 business days for bank processing time to reflect in your account.

Sale & Promotional Items

Only regular-priced items may be refunded. Items purchased during clearance sales or special promotional events cannot be refunded or exchanged unless they arrive physically defective.

Exchanges & Damaged Goods

We take immense care in sourcing and verifying the quality of our inventory before handover. However, if an item features a manufacturing defect or is damaged prior to your pickup, we will gladly replace it.

If you discover a manufacturing issue (such as misprinted pages in a book or a cracked container), please take a photo and message us at admin@madinah.cloud immediately to arrange an even exchange for the same item.

Need Assistance?

We are here to ensure a transparent, fair, and smooth resolution. For any questions, clarifications, or to initiate a return, reach out to us:

  • 📧 Email: admin@madinah.cloud

  • 💬 WhatsApp / Phone: (230) 5723 0685