Return and Refund Policy

This policy explains when items can be returned and how refunds are handled. It does not remove any right you have under applicable UAE consumer protection law.

1. Return window for non-food items

Non-food items may be returned within 7 calendar days of delivery, provided they are unused, unopened, in their original condition, and in their original packaging with any seals, tags, manuals and accessories intact.

2. Items that cannot be returned

The following cannot be returned unless they are defective, damaged, expired, incorrect, or not as described:

- food and beverages;
- perishable and short-expiry products;
- hygiene-sensitive products;
- any consumable product that has been opened or where a seal has been broken.

3. Electronics

Electronics may be returned within the return window if unused and in original condition. Returns of electronics are subject to the condition of the product and to any applicable manufacturer warranty. Where a manufacturer warranty applies, we will help you make use of it.

4. Damaged, defective, incorrect or missing items

Please report a damaged, defective, incomplete, incorrect or materially misdescribed item within 48 hours of delivery, with photographs showing the issue and the packaging. Reporting quickly allows us to investigate with the courier where relevant.

Where we supplied a damaged, defective, expired, incorrect or materially misdescribed item, we will arrange a replacement, a repair where appropriate, or a full refund including the original delivery charge.

5. How to request a return

Sign in to your account, open the order, and select "Request a return". Choose the items and quantities, select a reason, and attach photographs where the reason requires them. If you ordered as a guest, contact us with your order number and we will raise the request for you.

We will review your request and email you the outcome. Please keep the items safe and in their original packaging until the request has been reviewed.

6. Cancellations

You may cancel an order free of charge before it moves to Processing. After dispatch, a cancellation is handled as a return under this policy. See our Cancellation Policy for full details.

7. Refunds

Approved refunds for Cash on Delivery orders are paid by bank transfer, or by another recorded method agreed with you. We will ask for the account details needed to make the payment, and we record the refund method and reference against your order.

Refunds are normally processed within 7-14 business days after the returned items have been received, inspected and approved. The time for funds to appear in your account depends on your bank.

8. Delivery charges

The delivery charge is refunded only where:

- we supplied a damaged, defective, expired, incorrect or materially misdescribed item; or
- we cancelled the order.

Where you return an item because you changed your mind, the original delivery charge is not refunded, and any cost of returning the item to us is not refunded.

9. Partial returns

You may return part of an order. Where a discount or promotion applied to the order, the refund is calculated on the amount actually paid for the returned items.

10. Inspection and restocking

Returned items are inspected on arrival. Items that are damaged, faulty or expired are not returned to saleable stock. Where a returned item is not in the condition described in the return request, we will contact you before completing the refund.

11. Contact

If you are unsure whether an item can be returned, please contact us before sending it back. Our contact details are on the Contact page.