CUSTOMER INFORMATION

Returns & refunds

Last updated: 14 September 2026

We want supplied products to match the order and arrive in acceptable condition. This policy works alongside, and does not limit, rights that apply under UAE consumer law.

Wrong, missing, damaged or defective items

Contact us as soon as reasonably possible, preferably within 24 hours of delivery for delivery-condition issues. Include your order number, the affected item and clear photographs where useful. The 24-hour request helps us investigate perishable and delivery issues; it does not remove rights that cannot legally be limited.

After review, an eligible remedy may be a replacement, refund, account credit or another remedy required by applicable law. We will not charge a return or redelivery fee where the item was incorrectly supplied, damaged on delivery or defective.

Change-of-mind returns

You may request a return of an eligible non-food item within 7 days of delivery if it is unused, unopened, complete and in resaleable condition. Approval is subject to inspection. Return or collection costs may apply where permitted by law and will be explained before collection.

Items normally excluded from change-of-mind returns

• Food, beverages and other perishable products
• Chilled, frozen or temperature-sensitive products
• Opened personal-care, hygiene or sealed products
• Products customised or specially ordered for the customer
• Products damaged, stored incorrectly or used after delivery

These exclusions do not apply when a product is defective, incorrectly supplied or otherwise protected by applicable law.

Cancelling an order

You may request cancellation before dispatch or preparation becomes irreversible. If an order has already been dispatched or specially prepared, reasonable costs may apply where permitted by law. Any available cancellation option and resulting amount will be shown or confirmed before cancellation.

Refund method and timing

Approved refunds are returned to the original payment method where possible. We will confirm when the refund has been initiated; the time before funds appear is controlled by the bank or payment provider. Cash-order refunds will follow the refund method confirmed by customer care.

How to request help

Send your order number, contact number, the affected products and the reason for the request. Do not discard an item until we confirm whether inspection, collection or return is required.