Cancellation Policy

You can cancel an order free of charge until 1:30 PM (Dubai time) on the day before the scheduled delivery date, the same cut-off we use for new orders.

To cancel, contact us by email or phone with your order number (see below). An emailed request counts from the time we receive it, including outside our office hours and on days our office is closed, so you can always cancel by email before the cut-off. We confirm every cancellation by email.

If your business uses order approvals, an approver can also reject an order that is waiting for approval in the customer portal. A rejected order is cancelled and will not be delivered.

After the cut-off, your order is already being prepared for delivery and can no longer be cancelled. Fresh and perishable products in an order that could not be cancelled can be returned only as set out in our Return Policy.

Each delivery in a recurring order schedule becomes an order 5 days before its delivery date, or at the lead time agreed for your schedule if a different one was agreed with you. To skip, change or cancel a delivery, or to pause or end the whole schedule, contact us before that delivery's order is generated. Once a delivery's order has been generated, the one-off order rules above apply to it.

If you paid for an order that you then cancelled in time, we refund the full amount paid. Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card. Please see our Refund Policy. If the order had not yet been paid, nothing is charged.

We may cancel an order, in full or in part, if products are unavailable or if we cannot deliver to your address on the date chosen. If this happens we will tell you, and we will refund anything you paid for the cancelled products under our Refund Policy.