Refund policy
We care about your order as much as we care about our products. If something is wrong with what you received, we will resolve it honestly and quickly.
Tell us within 24 hours
Because we sell fresh and perishable food, please contact us within 24 hours of receiving your order. This lets us verify the issue and put it right straight away.
When we accept a return or replacement
- The product was damaged during delivery.
- The product arrived in poor condition or was not fresh on arrival.
- The wrong product was delivered, or an item was missing from the order.
When we cannot accept a return
In line with food safety rules, we cannot accept a return if the product:
- has been opened or unsealed;
- shows signs of improper storage after delivery, for example a chilled item left out of refrigeration;
- has lost its condition or appearance through handling after delivery;
- is reported to us more than 24 hours after delivery.
This protects the safety of all our customers.
How to report an issue
- Contact us on WhatsApp, by phone or by email.
- Give us your order number, describe the issue and attach photos of the product and its packaging.
- We will review it and offer one of the following: a replacement on your next delivery, a refund, or a credit towards your next order.
We will always choose the solution that is fair and convenient for you.
Refunds
Approved refunds are issued to the original payment method. Once we confirm the refund, your bank or card issuer usually needs 5 to 10 business days to post it to your account. Delivery fees are refunded when the issue was caused by us.
Cancelling an order
You can cancel or change an order free of charge before it has been packed and dispatched. Contact us as soon as possible. Once an order has left our facility we can no longer cancel it, but the terms above still apply if anything is wrong on arrival.
Contact us
WhatsApp or phone: +971 54 540 9990
Email: support@sezon.ae