1. Why fresh products are different
Fresh and chilled products are perishable, and their safety depends on how they are kept from the moment they leave the store. For that reason, returns policies for fresh food differ from those for non-perishable goods: a fresh item cannot be returned to stock once it has left, and we cannot verify the conditions it was kept in while outside our control.
Because that can feel restrictive, we set out clearly below the situations where the responsibility is ours.
2. Situations we will address
Please contact us in any of the following cases:
- Incorrect item: you received a product different from the one you ordered.
- Damaged packaging: the pack arrived torn, opened or otherwise compromised.
- Quality concern: the product does not appear to be in the expected condition on arrival.
- Missing item: something listed on your order did not arrive.
3. Reporting window
Because fresh products are time-sensitive, a problem should be reported as soon as possible after delivery.
4. What we need from you
- Your order number.
- The product name as it appears on your order.
- A short description of the problem.
- Clear photographs of the product and its packaging, including any printed information on the pack.
Photographs shorten the review considerably, and we recommend taking them before disposing of the packaging.
5. Situations not normally accepted
- Products fully or partly consumed without a problem having been reported.
- Products not kept in line with the storage guidance printed on the pack.
- A change of mind after delivery, in the case of perishable fresh products.
- Reports submitted after the approved reporting window has passed.
6. How we review a report
When your report arrives, we review the order details and the photographs you provided, and we may ask for further clarification. We then come back to you with the outcome and the proposed resolution.
7. Possible resolutions
Once a case has been reviewed and approved, the resolution may be a replacement or a refund. Which applies depends on the nature of the problem and the availability of the product.
These resolutions are subject to approval following review, and are not automatically guaranteed simply because a report has been submitted.
8. Refund method and timing
Where a refund is approved, it is normally returned to the original payment method used for the order.
9. How to contact us
Send your report through the contact page, including your order number and photographs. Please avoid submitting the same report through several channels at once, as duplicate cases slow down the reply.
Send your report through the contact page, and you will find quick answers to common cases in the frequently asked questions.
Before submitting a report, read the frequently asked questions — your answer may already be there.
10. Your statutory rights
This policy does not affect your rights under the consumer-protection laws applicable in the United Arab Emirates.