General
What we accept and don't
We do not accept physical returns of food or drink products for hygiene and food safety reasons. Where a genuine issue exists, we resolve it through refunds, replacements, or store credit. We do not accept physical returns.
All claims are reviewed on a case-by-case basis. We reserve the right to request supporting evidence (photos, videos, order details) before processing any resolution.
Change of Mind: No Returns or Refunds
We do not accept returns, refunds, or exchanges for change of mind once an order has been dispatched...
This includes, but is not limited to:
- You no longer want the item.
- You ordered the wrong product, size, flavour, or quantity.
- You found the product at a lower price elsewhere.
- You did not read the product description, ingredients, or allergen information before ordering.
- You were unaware the product is an imported version (which may differ from locally available versions).
- The product does not match your personal taste expectations.
Because we sell perishable and consumable goods, once dispatched we cannot resell returned items. This is standard practice for food retailers and is consistent with UAE consumer protection guidelines for perishable products.
When a Refund, Replacement, or Credit May Be Provided
We will review and work to resolve issues where your order:
- Arrives visibly damaged or broken (crushed packaging, leaking, etc.).
- Contains incorrect items (you received a product you did not order).
- Is missing items that were confirmed in your order.
- Is expired on arrival or has an unacceptably short shelf life.
- Is materially different from the product description on our website at the time of purchase.
Reporting Requirements
Timeframe: Issues must be reported within 24 hours of delivery. Claims submitted after this window may be declined.
What we need from you:
- Your order number.
- Clear photos showing the issue (damaged packaging, incorrect item, expiry date, etc.).
- A brief description of the problem.
Send all claims to: support@fooddepaux.com or via our website chat.
We cannot process claims without adequate supporting evidence. Blurry or unclear photos, or claims without photos where the issue is visual, may be declined.
How We Resolve Issues
Depending on the nature and severity of the issue, we may offer one of the following:
- Replacement of the affected item(s) in your next available delivery window.
- Partial refund for the affected item(s) only.
- Full refund if the entire order is affected.
- Store credit applied to your account for future purchases.
The resolution method is at our discretion and will depend on stock availability, the nature of the issue, and the payment method used.
Items Not Eligible for Refund or Replacement
We will not provide refunds, replacements, or credit for:
- Opened, consumed, or partially consumed items.
- Items where the seal or packaging was broken by the customer after delivery.
- Items damaged after delivery due to improper storage, handling, or exposure to heat.
- Items where the complaint relates to personal taste preference rather than a product defect.
- Products correctly delivered as ordered, even if the customer intended to order something else.
- Free samples, promotional items, or gift-with-purchase items.
- Issues reported outside the 24-hour reporting window. here...
How Refunds Are Processed
Online card payments (Visa, Mastercard, etc., including Apple Pay, Shop Pay, PayPal): Refunded to the original payment method. Processing time is typically 7-14 business days, depending on your bank or payment provider. Fooddepaux does not control bank processing times.
Cash on Delivery (COD): Refunded as store credit only. Store credit is applied to your Fooddepaux account, can be used on any future purchase, and is not redeemable for cash.
Refunds are issued for the product value only. Original delivery fees are non-refundable unless the entire order was defective or the error was ours.
Order Cancellation
Before Dispatch
You may cancel your order at any time before it has been dispatched. Contact us immediately and we will cancel and refund in full to your original payment method (or void the COD order).
After Dispatch / Out for Delivery
Once your order has been dispatched or is out for delivery, it cannot be cancelled. If you refuse the delivery at this stage:
- The original delivery fee is non-refundable.
- A return logistics fee may be charged.
- For COD orders, you may be charged the delivery fee and any applicable handling fees.
If the cancellation is because the delivery arrived outside the confirmed delivery window, delivery charges will not apply.
Wrong or Incomplete Delivery Address
It is the customer's responsibility to provide a correct and complete delivery address at checkout.
Before Dispatch
If you realise the address is wrong before your order is dispatched, contact us immediately. We will update the address at no extra charge where possible.
After Dispatch
If the order has already been dispatched or is out for delivery:
- We will attempt to redirect the delivery where operationally possible, but this is not guaranteed.
- If the order is delivered to the address you provided (even if that address was incorrect), no refund or re-delivery will be provided at our cost.
- If the order is returned to us because it could not be delivered to the address provided, a re-delivery fee will apply. Re-delivery is subject to stock availability and delivery scheduling.
- If you request delivery to a new address after dispatch, any additional delivery charges will be at your expense.
Goods Delivered to an Incorrect Address and No Longer Retrievable
Once our delivery partner has successfully delivered to the address provided at checkout, confirmed by a timestamped delivery photo, our obligation is fulfilled. If the goods are subsequently lost, taken, or are no longer at the delivery location, Fooddepaux is not responsible and no refund, replacement, or free re-delivery will be issued. This applies regardless of whether the incorrect address was provided by mistake.
If you wish to place a new order to the correct address, we are happy to assist. Standard product and delivery charges will apply.
We strongly recommend double-checking your delivery address at checkout. Address changes after dispatch may not always be possible depending on where the order is in the delivery process.
Missed Deliveries & Failed Delivery Attempts
Please ensure someone is available to receive your order during the selected delivery window.
If delivery cannot be completed because:
- No one is available at the delivery address,
- The delivery address is inaccessible (gate code not provided, building access restricted, etc.),
- The recipient refuses the delivery, or
- Incorrect contact details were provided and the driver cannot reach you,
the following applies:
- First attempt: Our delivery partner will attempt delivery within the agreed delivery window. If the customer has selected "leave at door" and is unavailable, the package will be left at the door at the customer's own risk.
- Second attempt (if applicable): A re-delivery may be attempted depending on the service selected. Standard delivery fees apply for any re-delivery.
- After all attempts are exhausted: The order may be returned to our warehouse. A re-delivery fee will apply if you wish to have the order sent again. If the product has expired or is no longer in sellable condition, no refund will be issued.
Leave-at-door deliveries: If you instruct us (or our delivery partner) to leave the order at your door, in the lobby, with a concierge, or with a third party, responsibility for the order transfers to you at that point. We are not liable for theft, damage, or spoilage after the package has been left as instructed.
Refused Deliveries
If you refuse a delivery at the door, delivery charges will still apply.
Exceptions: delivery charges will not apply where refusal is due to:
- The delivery arriving outside the confirmed delivery window.
- Visible damage to the package that occurred during transit.
In all other cases of refusal, we reserve the right to charge the full delivery fee and deduct it from any refund or store credit issued.
Delivery Damage vs. Post-Delivery Damage
Our delivery partners photograph each delivery upon completion. These photos are timestamped and serve as proof of delivery condition.
Delivery damage: If the package was visibly damaged at the time of delivery (as shown in the delivery photo or reported immediately), we will resolve the issue per the section above.
Post-delivery damage: If the delivery photo shows the package in good condition but you later claim damage, we may decline the claim. This includes damage caused by heat exposure, improper storage, dropping, or leaving the package unattended outdoors for an extended period.
Stock Discrepancies
Partial Orders & Out-of-Stock Items
If an item in your order is out of stock after you've placed and paid for it:
- We will notify you as soon as possible.
- We will ship the available items and refund you for the out-of-stock item(s) to your original payment method, or issue store credit.
- Where appropriate, we may offer a substitute product of equal or greater value. You are free to decline the substitute.
We are not liable for any indirect losses resulting from out-of-stock items.
Pricing Disputes & Errors
If you believe you were charged incorrectly, contact us with your order number and we will review.
We do not offer price matching against other retailers, marketplace sellers, or promotional pricing on other platforms.
If a product was listed at an incorrect price due to a technical error, we reserve the right to cancel the order and issue a full refund.
Repeated or Excessive Claims
We monitor claim patterns. If an account shows an unusual volume or pattern of claims (for example, claiming damage on a high proportion of orders), we reserve the right to:
- Request additional evidence before processing claims.
- Limit future refund eligibility to store credit only.
- Require photo or video evidence of the package at the moment of opening.
- Suspend or close the account if fraudulent activity is suspected.
We take fraud seriously. Submitting false claims is grounds for account termination and may result in legal action under applicable UAE law.
Promotional, Discounted & Bundle Orders
For orders placed using a discount code, promotion, or bundle offer:
- Refunds are calculated based on the amount actually paid, not the original listed price.
- If a promotional bundle is partially affected (e.g., one item in a bundle is damaged), the refund or credit will be calculated proportionally based on the discounted total, not the individual item's full price.
- Free items included as part of a promotion (e.g., buy-2-get-1-free) are not eligible for standalone refund or replacement.
Gift Orders
If the order was placed as a gift and shipped directly to the recipient:
- The original purchaser (account holder) is the only party who can initiate a claim.
- Refunds or credits are issued to the original purchaser's account/payment method.
- The gift recipient may contact us to report an issue, but resolution will be coordinated with the original purchaser.
Cash on Delivery (COD): Specific Terms
- COD orders that are refused at delivery without a valid reason will be treated as cancelled orders. Delivery fees may still apply and will be charged on your next order or deducted from any future credit.
- Repeated COD refusals (two or more) may result in COD being permanently disabled on your account.
- COD is not available for re-deliveries. Re-delivery orders must be prepaid.
- A COD handling fee of AED 10 applies per transaction and is non-refundable.
Expiry Dates & Shelf Life
We aim to ship products with reasonable remaining shelf life. However, because we sell imported products:
- Some items may have shorter remaining shelf life than locally produced equivalents.
- Expiry date formats may vary by country of origin (e.g., MM/DD/YY vs DD/MM/YY).
If you receive a product that is expired at the time of delivery, report it within 24 hours with a photo of the expiry date and we will resolve it as described above.
If you receive a product with a short but valid shelf life (not expired), this does not automatically qualify for a refund. We will review on a case-by-case basis.
Allergen Disclaimer
Product information, including ingredients and allergen details, is provided by the manufacturer and displayed on our website in good faith. However:
- Manufacturers may change formulations or packaging without notice.
- Always check the physical product label before consuming, especially if you have allergies or dietary restrictions.
- We are not liable for allergic reactions or adverse effects resulting from consumption of products where the allergen information was available on the packaging.
How to Contact Us
For any issues with your order, contact us within 24 hours of delivery:
Email: support@fooddepaux.com
Website chat: fooddepaux.com
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