Returns and Refunds

Our frozen food requires controlled storage and handling. We do not accept returns or exchanges after collection for a change of mind, personal preference or a customer ordering mistake, except where UAE law requires otherwise.

If an item is incorrect, missing, damaged, defective or unsafe at handover, including a hidden defect discovered later, contact us through Contact Us as soon as reasonably possible after discovering the issue. Provide your order number or other proof of purchase, a description, and photos, batch number and expiry date where available.

Do not consume food you suspect is unsafe. Contact us before returning it for appropriate instructions. Do not transport or retain unsafe food if doing so creates a health risk. Missing photos or packaging do not by themselves exclude a valid claim.

We assess reported problems before deciding a claim. We may reasonably request proof of purchase, photographs, batch details and information about transport, storage and handling, and arrange inspection of the product or a sample where safe and necessary. Assessment considers the available evidence and will not unreasonably delay a remedy required by law. Valid claims receive the refund, replacement or other remedy required by UAE law. A monetary refund due will not be replaced by compulsory store credit.

We do not provide refunds or replacements for deterioration caused by customer transport, storage, thawing, refreezing or handling after proper handover. This does not exclude defects existing at handover, including hidden defects discovered later, or problems attributable to us or our pickup arrangements.

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded or limited under UAE law.