Product Inspection and Return-Rejection Policy
What we check when a return arrives, why a return can be rejected, and how to appeal.
1. Purpose#
1.1 Every Item you return is inspected before a refund is approved. This document explains what we check, against what standard, when a return is rejected, what happens to a rejected Item, and how you appeal.
1.2 The point of publishing it is to make the decision predictable, rather than a surprise that arrives in a notification.
2. Why we inspect#
2.1 So that the next buyer receives an Item in sound condition.
2.2 So that we can confirm what reached us is the Item that was sent to you.
2.3 So that we can establish the cause of a fault — which decides who bears the cost between us and the Seller, not what your rights are.
3. The inspection path#
| Stage | What happens |
|---|---|
| 1. Receipt | The Item is collected from you and receipt is recorded against the return request |
| 2. Matching | The Item received is matched to the Item on the request — by number, code or unique identifier |
| 3. Inspection | The actual condition is examined and compared with the condition you declared |
| 4. Decision | The return is accepted or rejected, per Item |
| 5. Notification | You are told the outcome and the reason in the return details |
3.1 You receive a notification at each change of status.
4. What we check#
| Criterion | What it means |
|---|---|
| Identity | That the Item received is the Item sent to you, matched by number, code or unique identifier |
| Completeness | Accessories, cables, manuals, warranty cards and included gifts are present |
| Visible condition | Use, scratches, breakage or liquid marks beyond what was declared |
| Packaging | The original packaging is present and intact where it forms part of the Item's state |
| Seals and labels | Hygiene seals and authenticity labels intact where applicable |
| Declaration match | How closely the actual condition matches what you declared when opening the request |
| The alleged defect | Verification that the defect you described exists, where that was the reason for return |
5. ★ When a return is rejected#
| Reason | Detail |
|---|---|
| The Item is not the Item sent to you | A different identifier, or an entirely different product |
| The Item was not bought from Fawran | It matches no Order in your history |
| Use beyond inspection | Clear signs of actual use on an Item returned for a change of mind |
| Damage after delivery | Damage that appears to have occurred with the buyer, not in transit or manufacture |
| Material incompleteness | A core accessory or a piece of a set is missing |
| An Item in a non-returnable category | For a change of mind — see the Non-Returnable and Restricted Products Policy |
| A broken hygiene seal | Where the seal is a condition of returnability |
| A device locked to an account | It cannot be inspected or reused — see the Returns Policy, section 4.3 |
| A declaration that does not match | A material difference between the condition declared and the condition found |
A mismatched declaration is the most common reason for rejection, and the easiest to avoid. Declaring an Item “new / unused” when it shows use leads to rejection. An honest declaration of “opened but unused” is usually accepted. Candour works in your favour.
6. What is not a ground for rejection#
To be fair about it, we do not reject a return because:
- the packaging was opened as far as was needed to inspect the Item;
- the outer shipping bag is missing (as opposed to the Item's own packaging);
- there are light marks from normal handling during inspection;
- you were a day or two late having the Item ready for collection and told us;
- of your reason for returning — “changed my mind” is entirely acceptable within the window and conditions.
7. ★ Condition conditions do not apply to a defective Item#
7.1 The condition, packaging and completeness criteria in section 4 exist for change-of-mind returns.
7.2 Where the reason for return is a defect, an error, damage or an omission, inspection is directed at verifying the alleged defect, not at requiring the Item to be “as new”.
7.3 A defective Item may, by its nature, be opened, used and without its original packaging. That does not remove your right, under the Damaged, Defective, Wrong or Missing Products Policy.
7.4 Article 21 of the Consumer Protection Law No. (7) of 2017 makes void any term that cancels or restricts consumer rights.
8. ★ What happens to a rejected Item#
8.1 It is sent back to you. We do not keep a rejected Item and we do not dispose of it.
8.2 The path:
| Step | Detail |
|---|---|
| 1 | You are notified of the rejection and its reason in the return details |
| 2 | Return of the Item to you is arranged |
| 3 | We make at least two delivery attempts, as for ordinary delivery |
| 4 | If both fail, we hold the Item for three (3) working days at the distribution centre |
| 5 | You may request an additional attempt within seven (7) working days of the notification of the last attempt |
| 6 | If those periods pass without a request from you, the Item is dealt with under our established procedures, and no claim to its value arises |
8.3 No refund is paid on an Item whose return was rejected, because it has been returned to you.
9. ★ Appeal and re-inspection#
9.1 You have the right to appeal a rejection.
9.2 The path:
| Step | Detail |
|---|---|
| 1 | Open an appeal from the return details, or through the official support channels |
| 2 | State your grounds and attach any images or documents you have |
| 3 | The appeal is reviewed by someone who was not involved in the first decision |
| 4 | You receive the outcome within five (5) working days of a complete appeal |
9.3 We show you what the decision rested on — inspection notes and images where they exist — not merely the word “rejected”.
9.4 A rejection is never decided by automated processing alone; every rejection passes through human review.
9.5 If you are not satisfied with the appeal outcome, the escalation path is in the Customer Complaints and Escalation Policy.
10. Repeated rejections#
10.1 Repeated rejected return requests may indicate abuse, in which case the Acceptable Use Policy applies with its graduated steps.
10.2 That does not remove your statutory rights on any claim concerning a defective Item.
11. Version history#
| Version | Date | What changed |
|---|---|---|
| 1.0 | 26 July 2026 | Initial publication. A new document: inspection was carried out and returns rejected without the criteria, or the appeal route, being published to buyers. |
Operator and contact details
These details apply to every document in the Legal Center.
- Contracting entity
- FAWRAN LLC
- Trading as
- FAWRAN — فورا
- Operating market
- Marketplace services for customers in The Hashemite Kingdom of Jordan
- Registered Office
- FAWRAN LLC 131 Continental Drive, Suite 305 Newark, Delaware 19713 United States of America
- Legal and privacy contact
- admin@fawra.net
- Customer support
- https://help.fa9ran.com
- Governing law
- the laws of the Hashemite Kingdom of Jordan
- Dispute venue
- the competent courts of Amman
Address of record for the entity in its state of formation. It is not a customer-service address, not a returns address, not a warehouse, and not an address for correspondence about an order. Do not send returns or ordinary customer correspondence there.
For legal notices and privacy requests. For help with an Order, use customer support below.
Support runs through the Help Center and in-app support. Those are our official support channels.
The buyer policies are governed by applicable Jordanian law for our operations in Jordan, and no mandatory Jordanian consumer protection is removed by them.
Related documents
The authoritative return window, how it is counted, and the full return journey end to end.
Where your money goes back to, what is included in the amount, and what is not refundable.
The three escalation stages inside Fawran, and the regulators you can go to at any time.
What you may and may not do on the platform, and what happens if you cross the line.