1. Introduction

1.1. This Refund, Returns, Replacements & Cancellations Policy (“Policy”) governs the rights and obligations of customers (“Customer,” “Buyer,” “Client”) of Marai Almatar (“Company,” “we,” “us,” “our”), relating to refund requests, cancellations, mortality events, delivery disputes, replacement claims, livestock welfare concerns, and any financial adjustment associated with imported livestock.

1.2. Due to the unique nature of live animals — including their environmental sensitivity, health conditions, international transport requirements, veterinary regulations, and biological risks — the Company adopts a detailed, structured, and transparent approach to handling any issues related to refunds or returns.

1.3. This Policy applies to all livestock orders, including but not limited to:

• Boer goats
• Saanen goats
• Romanov sheep
• Merino sheep
• Dorper sheep
• Georgian sheep
• Dormer sheep (South Africa)
• Any other specialty breeds imported by the Company

1.4. This Policy is designed to:

• Protect the health and welfare of animals
• Ensure compliance with Saudi regulations
• Maintain fairness between the Company and Customers
• Clarify handling procedures for disputes
• Prevent misuse, fraud, or wrongful claims
• Provide predictable and consistent processes for handling sensitive cases

2. Definitions

2.1. “Livestock” refers to any live sheep, goat, or other farm animal supplied by the Company.

2.2. “Delivery Point” means the approved handover location (farm, quarantine station, warehouse, slaughterhouse, or collection hub) where livestock becomes the Customer’s responsibility.

2.3. “Mortality Event” refers to the death of livestock during transport, handling, or after delivery.
Mortality events are categorized into:

• Pre-Delivery Mortality: prior to handover
• Delivery-Day Mortality: within the first 4 hours of handover
• Post-Delivery Mortality: after handover

2.4. “Refund” means repayment (partial or full) for livestock under qualifying conditions.

2.5. “Replacement” means providing substitute animals instead of refunds.

2.6. “Non-Refundable Deposit” refers to any downpayment securing animals, shipping space, or procurement.

2.7. “Force Majeure” includes events outside Company control (weather, port delays, quarantine orders, etc.).

3. General Principles of This Policy

3.1. Due to the nature of livestock, full refunds are extremely limited and only allowed under specific, proven conditions.

3.2. Livestock health and survival can be influenced by handling, climate, stress, and care. As a result, the Company distinguishes between events under its control and those under Customer control.

3.3. Once livestock is delivered and inspected at the Delivery Point, the Customer assumes all responsibility for care, feeding, hydration, temperature control, and welfare.

3.4. The Company complies with:

• MEWA veterinary regulations
• Saudi customs requirements
• International health certification standards
• Animal welfare laws
  These influence what refunds or returns are legally permitted.

3.5. The Company maintains high standards of sourcing, documentation, certification, and transport to minimize risk, yet no company in the world can guarantee 100% survival of livestock under all conditions.

3.6. This Policy aims to clarify what is fair, realistic, and possible.

4. Non-Refundable Deposit Policy

4.1. All livestock Orders require a deposit ranging from 20% to 50%, depending on:

• Breed scarcity
• Seasonal demand
• Shipping schedules
• Export country regulations

4.2. Deposits are strictly non-refundable, except in situations where:

• The Company is unable to procure the agreed breed
• The shipment is permanently canceled for reasons exclusively attributable to the Company

4.3. Deposits cover:

• Reservation of animals
• Veterinary certification
• Health testing
• Export inspections
• International logistics reservation
• Quarantine fees in the source country
• Administrative documentation

4.4. If the Customer cancels for any personal or commercial reasons, all deposits are forfeited.

5. Right to Cancel Orders (Customer-Initiated)

5.1. Customers may request cancellation before shipping, subject to the following conditions:

• All deposits are forfeited.
• Additional costs (vet checks, testing, holding fees) must be paid if they exceed the deposit amount.

5.2. Cancellations after shipping begins are not permitted under any circumstances. Animals cannot be stopped mid-route or returned to the exporting farms.

5.3. Orders cannot be canceled due to:

• Market price fluctuations
• Resale difficulties
• Change of business plan
• Customer’s failure to prepare facilities

5.4. Large corporate or government orders may have customized cancellation rules defined in written contracts, but deposits remain non-refundable unless explicitly stated.

6. Company-Initiated Cancellations

6.1. The Company may cancel an Order if:

• Export country imposes a shipment ban
• Veterinary inspection fails
• Quarantine authority prohibits release
• A disease outbreak affects the source region
• Shipping line cancels scheduled livestock vessels
• Saudi authorities issue a temporary embargo

6.2. In such situations:

• Deposits may be refunded partially or fully
• Or carried forward to the next shipment
• Or converted into credit for alternate breeds

6.3. The Company will not be liable for consequential losses such as:

• Market losses
• Operational delays
• Customer resale losses
• Facility rental fees
• Slaughterhouse scheduling fees

7. Refund Eligibility Overview

7.1. Refunds for livestock are highly restricted due to the biological nature of animals, international regulations, and health safety. Refunds are allowed only under clearly defined and verifiable circumstances.

7.2. Refund claims must be submitted within specific timeframes, depending on the issue:

• Dead on Arrival (DOA): Within 4 hours of delivery
• Wrong breed delivered: Within 12 hours
• Severe health defect visible at arrival: Within 4 hours
• Documentation errors: Within 48 hours

7.3. Refunds will not be issued for:

• Mortality after the delivery period
• Death due to heat, dehydration, overcrowding, malnutrition, or neglect by Customer
• Customer’s failure to prepare proper housing
• Customer purchasing more than their facility capacity
• Market price drops
• Meat quality dissatisfaction after slaughter
• Transport after delivery (Customer’s own trucks)

7.4. Refunds are processed only after investigation, which may include:

• Veterinary examination by an approved vet
• Cross-verification with delivery documents
• Review of transport conditions
• Review of Customer facility conditions
• Review of CCTV if available

8. Dead on Arrival (DOA) Policy

8.1. “DOA” refers to livestock that arrive deceased before or during unloading at the Delivery Point.

8.2. DOA refunds or replacements apply ONLY if:

• The Customer reports the mortality within 4 hours
• The animal is untouched, not moved, buried, or slaughtered
• Clear photos and videos are taken immediately
• Delivery staff signs a DOA acknowledgment (if available)

8.3. Required proof:

• Full-body photos
• Video from multiple angles
• Ear tag visible
• Animal lying where delivered
• Time-stamped evidence

8.4. DOA remedies:

• Full replacement in the next available shipment, OR
• Credit applied to future purchases

8.5. Cash refunds for DOA are not standard practice in the livestock industry. Company may issue them only under extraordinary circumstances.

9. Delivery-Day Mortality (Within 4 Hours of Handover)

9.1. If livestock die within 4 hours after delivery, replacement may be considered ONLY if:

• Animal was not exposed to extreme heat
• No overcrowding occurred
• Animal did not suffer transportation post-delivery
• Customer housing was adequate
• Animal was hydrated properly

9.2. Customer must NOT:

• Move the animal from its original location
• Immediately slaughter healthy animals before inspection
• Mix animals in ways that cause stress/fighting
• Delay reporting

9.3. Required evidence:

• Photos, videos, ear tag
• Facility photos (shade, water, ventilation)
• Temperature conditions
• Vet report (if required)

9.4. Remedies:

• 50%–100% replacement depending on cause
• No cash refunds

10. Post-Delivery Mortality (After 4 Hours)

10.1. Absolutely no refunds or replacements apply after 4 hours of delivery, because:

• Customer becomes responsible for feeding
• Water access, heat exposure, and humidity affect health
• Animals can fight or injure each other
• Improper mixing of breeds or ages can cause stress
• Local environmental conditions vary greatly

10.2. Saudi climate conditions (especially summer months) require:

• Shade
• Cool water
• Proper ventilation
• Avoiding overcrowding

Failure to maintain welfare voids any claims.

11. Wrong Breed Delivered

11.1. If a different breed is delivered than what was purchased, Customer must notify Company within 12 hours.

11.2. Company will verify using:

• Ear tag numbers
• Export certificates
• Loading lists

11.3. Remedies:

• Replace with correct breed in next shipment
• Or provide credit balance
• Cash refunds NOT typical unless replacement is impossible

12. Sick or Weak Animals at Delivery

12.1. All livestock are certified healthy by government-authorized veterinarians prior to export.

12.2. However, if Customer believes an animal is severely ill on arrival, they must:

• Report within 4 hours
• Provide photos, videos, and behavior descriptions
• Provide temperature/humidity details at delivery area

12.3. Company may:

• Request inspection by an independent vet
• Review transport and unloading footage
• Evaluate if stress or dehydration caused temporary symptoms

12.4. Remedies (if verified legitimate):

• Replacement
• Partial credit
• No cash refunds

13. Returns Policy (Live Animals)

13.1. Live animals cannot be returned once delivered, except in rare, extreme circumstances approved by the Company and authorities.

13.2. Reasons animals cannot be returned:

• Biosecurity risk
• Risk of contamination
• Reintroduction to herd is prohibited
• Animal welfare issues
• Transport stress

13.3. In cases where a return is approved (rare):

• Customer must maintain animal until pickup
• Animal must not be slaughtered, sold, or transferred
• Customer must provide adequate space and water
• Pickup time may vary depending on logistics

13.4. Transport for return is paid by Customer unless Company is at fault.

14. Replacements Policy

14.1. Replacement is the preferred remedy instead of refunds.

14.2. Replacements are subject to:

• Breed availability
• Next shipment schedules
• Export country regulations
• Seasonality

14.3. Replacements are provided for:

• Confirmed DOA
• Confirmed delivery-day mortality caused by transport issues
• Confirmed misdelivery of breed
• Confirmed severe illness at delivery

14.4. Replacements are not provided for:

• Hunger, dehydration after delivery
• Heatstroke caused by Customer conditions
• Accidental injuries on Customer farm
• Death due to fighting between animals after mixing
• Failure to quarantine animals properly

15. Documentation Required for Any Claim

15.1. Customer must provide:

• Video recording of dead or weak animals
• 360-degree angle photos
• Ear tag clearly visible
• Surroundings visible (pen, shade, water)
• Temperature at time of delivery
• Timestamped messaging

15.2. Company may require:

• Vet report
• Facility inspection
• Delivery witness statement

15.3. Without evidence, claims cannot be processed.

16. Fraud Prevention

16.1. The Company enforces strict anti-fraud investigation because some markets have attempted to:

• Claim mortality of animals not purchased from Company
• Substitute dead animals from elsewhere
• Cause deliberate stress before claiming refunds
• Report old or pre-existing illnesses as delivery issues

16.2. Fraudulent claims will lead to:

• Blacklisting
• Permanent refusal of business
• Legal action
• Notification to authorities

17. Special Situations & Exceptional Cases

17.1. High-Temperature Deliveries (Saudi Summers)
During extreme heat seasons (40–50°C), livestock may experience stress, dehydration, or delayed adaptation. Refunds or replacements are not granted for:

• Heatstroke post-delivery
• Death due to inadequate shade or ventilation
• Water deprivation after handover
• Delayed unloading by Customer
• Overcrowding animals in small pens

17.2. Cold-Weather Deliveries (Winter Imports)
Sudden exposure to cold winds or rain may weaken newly arrived animals. Company is not responsible for Customer failing to provide:

• Windbreaks
• Dry bedding
• Enclosed shade structures

17.3. Mixing Animals with Existing Farm Stock
Introducing newly purchased livestock into an existing herd can cause:

• Fights
• Stress
• Bacterial exposure
• Hierarchical aggression

Any resulting injuries or death are not covered.

17.4. Transport After Delivery
If Customer decides to re-transport animals using their own trucks after the handover, all liability is transferred to the Customer immediately.
No refunds/replacements for injuries, stress, or death during Customer transport.

17.5. Slaughterhouse-Related Issues
Once livestock enter a slaughterhouse, the Company holds zero responsibility for:

• Meat quality
• Fat percentage
• Muscle development
• Consumer satisfaction

Livestock are evaluated alive, not post-slaughter.

17.6. Incorrect Handling by Customer Staff
Examples include:

• Pulling animals by horns
• Using electric shocks
• Forcing animals into overcrowded trucks
• Withholding water before resale
• Dropping animals during unloading

Such actions void all claims.

18. Force Majeure

18.1. The Company is not liable for delays, losses, or changes resulting from factors beyond its control, including but not limited to:

• Port closures
• Weather events (sandstorms, floods)
• Disease outbreaks in exporting country
• Government bans
• Quarantine restrictions
• Shipping line schedule changes
• Strikes or industrial actions

18.2. In such events:

• Customer deposits are converted to credit
• Deliveries may be postponed
• Orders may be adjusted based on availability

18.3. Company is NOT responsible for:

• Customer lost profits
• Missed sales opportunities
• Slaughterhouse appointment losses
• Farm staffing costs
• Market price changes

19. Investigation Protocol for Claims

19.1. All claims undergo a structured investigation to ensure fairness and prevent abuse.

19.2. Investigation steps may include:

1. Review of Customer’s submitted videos/photos
2. Verification of timestamp and authenticity
3. Cross-check of ear tag numbers
4. Analysis of delivery conditions
5. Review of environmental temperature on delivery day
6. Interview with delivery driver or supervisor
7. Assessment by Company veterinarian
8. Inspection of Customer facilities (if required)

19.3. Investigations typically take 2–7 business days, depending on availability of evidence.

19.4. Company may reject claims if:

• Evidence is unclear or incomplete
• Customer fails to provide required documentation
• Ear tags do not match purchase records
• Animal was moved or tampered with before evidence
• Customer becomes uncooperative

20. Compensation & Replacement Calculation Framework

20.1. The Company follows a structured compensation model based on:

• Cause of mortality
• Responsibility assignment
• Documentation provided
• Condition of livestock at delivery
• Number of animals affected

20.2. Full Replacement applies ONLY for:

• Verified DOA due to shipment malfunction
• Delivery-day mortality caused by transport injury
• Wrong breed delivered
• Severe arrival illness confirmed by veterinarian

20.3. Partial Replacement (25%–75%) may apply for:

• Stress-induced complications at delivery
• Minor delays attributed to unavoidable events
• Minor documentation issues
• Mixed responsibility between Customer and Company

20.4. No Replacement applies for:

• Mortality after 4 hours
• Negligence after handover
• Heatstroke due to lack of shade
• Dehydration or inadequate water
• Fighting injuries after mixing
• Customer transport accidents

20.5. Cash Refunds are the rarest form of compensation and only provided when:

• Replacement is impossible
• Company fails to supply the agreed breed
• Shipment is canceled by exporting authority

20.6. Any refund amount depends on:

• Purchase price
• Exchange rate impact
• Available documentation
• Investigation findings

21. Limitations of Liability

21.1. The Company’s maximum liability is strictly limited to:

• Replacement livestock (preferred remedy)
• Credit for future orders
• Partial refund only where explicitly permitted

21.2. The Company is NOT liable for:

• Indirect damages
• Emotional distress
• Business interruption
• Downstream sales losses
• Market changes
• Customer resale failures
• Injuries caused by Customer’s handlers

21.3. No employee, driver, or contractor is allowed to promise refunds verbally.
Only written Company decisions are valid.

22. Customer Responsibilities After Delivery

Customers must:

• Provide shade, water, and ventilation
• Avoid overcrowding
• Ensure separate pens for acclimatization
• Avoid transporting animals during afternoon heat
• Observe animals for stress signs
• Report immediately if any issues arise

Failure to follow proper care voids all compensation claims.

23. Biosecurity & Quarantine Obligations

23.1. The Customer must quarantine animals for minimum 48 hours to observe:

• Behavior
• Hydration
• Adaptation
• Herd compatibility

23.2. Mixing animals immediately without quarantine is strictly discouraged and voids claims.

23.3. Returning sick animals to Company facilities is prohibited due to contamination risk.

24. Slaughter-Related Considerations

24.1. Once an animal is slaughtered, the Company cannot evaluate:

• Whether illness was pre-existing
• Whether transport stress occurred after delivery
• Whether slaughterhouse conditions influenced meat quality

24.2. No refunds apply for post-slaughter dissatisfaction.

25. Reporting Timelines

Claims must be reported as follows:

Late reports may not be accepted.

26. Customer Cooperation Requirement

26.1. Customer must cooperate fully during investigations.
26.2. Lack of cooperation may result in claim rejection.
Cooperation includes:

• Providing access for inspections
• Sharing CCTV (if available)
• Providing temperature data
• Responding to inquiries promptly

27. Legal Framework & Governing Law

27.1. This Policy is governed by the laws and regulations of the Kingdom of Saudi Arabia, including but not limited to:

• Ministry of Environment, Water and Agriculture (MEWA) guidelines
• Saudi Food and Drug Authority (SFDA) regulations
• Zakat, Tax and Customs Authority rules
• Local municipal regulations
• Relevant Sharia-based commercial principles

27.2. All refund, return, replacement, and cancellation procedures must align with:

• Live animal import-export regulations
• Port health procedures
• Veterinary inspection protocols
• Quarantine laws applicable in the source and destination countries

27.3. In case of conflict between Company policy and regulatory authority requirements, the regulatory authority’s decision prevails, and this Policy shall be interpreted in a manner that aligns with Saudi law.

28. Dispute Resolution Process

28.1. Initial Resolution Attempt
Both parties agree to resolve disputes amicably through direct discussion and negotiation.

28.2. Escalation to Mediation
If unresolved after 7 working days, the dispute shall proceed to mediation facilitated by a neutral third party mutually agreed upon by both parties.

28.3. Arbitration
If mediation fails, disputes shall be referred to the Saudi Center for Commercial Arbitration (SCCA) located in:

• Jeddah (primary venue), or
• Riyadh or Dammam if agreed by both sides.

28.4. Binding Decision
Arbitration decisions are final, conclusive, and enforceable under Saudi law.

28.5. Language of Proceedings
Proceedings may be conducted in Arabic or English.
However, Arabic is the legally enforceable version in Saudi Arabia.

29. Limitation Period for Claims

29.1. Claims relating to DOA, delivery-day mortality, or misdelivery must be submitted within the reporting windows specified in Section 25.

29.2. Customers have a maximum of 7 days after delivery to raise any documentation or billing-related issues.

29.3. Customers have no right to raise claims related to animal welfare, mortality, or handling after the specified windows.

29.4. Slaughter-related claims will not be accepted at any time.

30. Accuracy of Customer Information

30.1. The Customer is responsible for providing accurate details, including:

• Facility location
• Contact personnel
• Delivery instructions
• CR or ID documentation
• Breed requests and quantities
• Handling capacity

30.2. If incorrect information causes delays or losses, the Customer assumes full responsibility.

31. Fraud and Misrepresentation Policy

31.1. The Company maintains zero tolerance toward any attempt to misuse this Policy.

31.2. Fraud includes but is not limited to:

• Attempting to claim mortality for animals not purchased
• Substituting dead animals from other sources
• Providing edited or manipulated photos/videos
• Tampering with ear tags
• Presenting staged mortality scenes
• Withholding key information about facility conditions

31.3. Penalties for fraud may include:

• Immediate termination of business relationship
• Blacklisting across all Company networks
• Denial of future purchases
• Financial compensation claims
• Reporting to Saudi regulatory authorities
• Potential legal action

32. Customer Acknowledgment & Responsibilities

By purchasing livestock from Marai Almatar, the Customer acknowledges and agrees that:

32.1. Livestock are sensitive beings requiring responsible care immediately upon handover.
32.2. Environmental factors (heat, humidity, transport stress) significantly impact animal survival.
32.3. Customer must provide:

• Adequate shade
• Clean drinking water
• Resting areas
• Ventilation
• Separation pens
• Proper handling equipment

32.4. Failure to comply with good husbandry practices invalidates claims.

32.5. Customer confirms that they understand all refund limitations and accept the biological reality of livestock handling.

33. Company’s Commitment

Despite necessary refund restrictions, Marai Almatar commits to:

33.1. Importing livestock exclusively from certified and reputable global suppliers.
33.2. Performing all mandatory veterinary tests, certifications, and inspections.
33.3. Ensuring proper loading, transport, and unloading procedures.
33.4. Maintaining full transparency in documents and communication.
33.5. Resolving disputes fairly and based on evidence.
33.6. Maintaining integrity and compliance with Saudi regulations.

34. Policy Updates & Revisions

34.1. The Company reserves the right to amend this Policy periodically to reflect:

• Regulatory changes
• Industry best practices
• Operational improvements
• Seasonal and market adjustments

34.2. Updated versions will be published on the Company website.
34.3. Continued purchases after policy updates constitute acceptance of the revised Policy.

35. Severability

35.1. If any clause within this Policy is deemed invalid by a court or authority, the remainder of the Policy remains fully enforceable.

36. Entire Agreement

36.1. This Policy, together with the Terms & Conditions and any written contracts, constitutes the entire agreement governing refunds and returns.

37. Contact Information

For all inquiries regarding refunds, replacements, or returns:

Marai Almatar
📍 5230 Asfan Street,
Jeddah 23887, Saudi Arabia
📧 support@malmatar.com
📞 +966 55 480 1808

38. Final Statement

By engaging in any livestock purchase with Marai Almatar, the Customer confirms that they:

• Have read this Policy in full
• Understand the biological realities of livestock
• Accept the limitations on refunds and replacements
• Acknowledge the shared responsibility for animal welfare
• Agree to abide by Saudi regulations and this Policy in its entirety

This ensures fairness, transparency, and protection for both the Customer and the Company within the unique and highly regulated environment of live animal trade.