Returns and refunds policy

Your satisfaction is our priority, but the nature of food products imposes some rules for safety and hygiene. This policy is written with full transparency — no hidden conditions.

Accepted return and exchange cases

  • Item arrives damaged or expired → immediate replacement or full refund.
  • Wrong item delivered that does not match your order → replacement or refund.
  • Quantity error → corrected immediately at no extra charge.
  • Clear packaging defect that affected product quality.

Cases we cannot accept

  • Food products that have been opened or partially consumed — for hygiene and food-safety reasons they cannot be resold.
  • Intact, sealed food items returned simply because the customer changed their mind — consistent with the global standard for online food retail (EU CRD 2011/83 Art. 16, Amazon Fresh, Carrefour Online, Talabat Mart), perishable and food items are exempt from change-of-mind returns on hygiene grounds.
  • Limited-edition or seasonal products after the end of their season.
  • Damage caused by improper storage after delivery.

How to request a return

  1. Contact us within 48 hours of receiving the order through the Contact page or WhatsApp.
  2. Attach a clear photo of the item and your order number.
  3. We will reply within one working day with the return decision and pickup steps.

How the refund reaches you

  • Bank card: refunded to the same card within 5 to 10 working days (subject to your issuing bank).
  • Apple Pay or Ziina: refunded to the wallet within 1 to 3 working days.
  • Cash on delivery: bank transfer issued immediately after we receive and inspect the returned item.

Return shipping cost

If your return falls within the accepted cases above (damaged, wrong, quantity or packaging error): we cover the full reverse-shipping cost. No extra fees are charged to you.

Cancellation before shipping

You may cancel your order free of charge as long as it has not entered the "Preparing" stage. After that, we reserve the right to apply a reasonable preparation fee.

Your statutory rights are preserved

This policy complements UAE Federal Consumer Protection Law No. 15 of 2020 and its executive regulations and does not waive any statutory right you hold. Where this policy and the law conflict, the law prevails.

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