سياسة الاسترجاع

Return & Exchange Policy

1. Return window
You may request a return within 14 days of delivery.

2. What can be returned
Items must be unopened, unused, with seals intact, in their original packaging, in
re-sellable condition, and stored in line with the instructions on the pack.

3. What cannot be returned

Opened or partially used food, treats or supplements, unless defective

Chilled, frozen or other perishable items
Items sold as short-dated, clearance or final sale, where stated at the time of
purchase
Items damaged after delivery or missing their original packaging
Free gifts returned on their own

4. Damaged, incorrect or missing items
Report within 48 hours of delivery with your order number and photographs of the
packaging and affected item. Keep the product and all packaging until we have
reviewed it. Where the fault is ours, we provide a replacement, redelivery or full
refund at no cost to you.

5. Defective products
If a quality problem appears later — spoilage, off odour, foreign matter, packaging
failure — contact us within 7 days of it appearing and within the product's shelf
life. We may ask for the batch code and best-before date, and for the remaining
product to be retained for inspection. Confirmed defects are refunded or replaced
in full at no cost to you.

6. How to request a return
Contact us with your order number, the reason, and photographs where relevant.
We confirm approval, usually within one business day, and arrange collection.
Please do not send anything back before we confirm.

7. Collection charges
No charge where the item is damaged, defective, incorrect or our error. For change-
of-mind returns, a collection fee of AED 15 is deducted from the refund. Original
delivery charges are refunded only where the fault was ours.

8. Exchanges

You may exchange for another product of equal or lower value, based on the
amount you actually paid after any discount or promotion, subject to availability.
Any difference in value is invoiced to you.

9. Refunds
We inspect returned items within up to 3 business days and confirm the outcome.
Approved refunds go to the original payment method: card refunds are processed
within 2 business days and typically appear within 5–10 business days depending
on your bank; Tabby refunds are processed through Tabby on their timelines; cash-
on-delivery orders are refunded by bank transfer to an account in the orderer's
name.

10. Promotions
If a return means your order no longer qualifies for a multi-buy, threshold discount
or free gift, the discount is recalculated and the difference deducted. Unreturned or
used free gifts are deducted at their stated value.

11. Product recalls
In a recall, we contact affected customers directly and refund or replace at no cost,
whether the product is opened or not, outside the windows above.

12. Fair use
We may decline a return where there is a pattern of returns inconsistent with
normal household use or where a claim cannot be substantiated. We will explain
our reasoning in writing.

Nothing in this policy affects your statutory rights under UAE consumer protection
legislation.