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Refund policy

Returns and exchanges for food products

For a change-of-mind return or exchange request, contact us within the period below, counted from receipt of your order:

  • Ruttab: within 24 hours (one day), provided it has been kept frozen from receipt until the agreed return or collection.
  • Dates: within 7 days (one week), stored according to the instructions on the packaging.
  • Other non-frozen packaged foods, such as nuts, coffee and pantry products: within 7 days, stored according to the instructions on the packaging.

Packaging and storage conditions

For a change-of-mind request, products must be unused, unopened, in their original packaging and in the condition received. Opened, consumed or incorrectly stored products are not eligible for a change-of-mind return. Ruttab must remain frozen; contact us before returning it so we can agree suitable arrangements.

These are request periods, not shelf-life or storage recommendations. Follow the storage instructions and expiry date on each product.

Damaged, defective or incorrect items

If an item arrives damaged, defective or different from what you ordered, contact us as soon as you discover the issue. Include your order number, a description and photos where possible. The change-of-mind time limits and packaging or storage conditions do not remove your rights for a defective or incorrect item under applicable UAE law. We will review the issue and arrange the appropriate replacement or refund.

How to request a return

Email themar.alalia@hotmail.com or call +971 50 588 3038. Please contact us before sending anything back so we can confirm the return or collection arrangements.

Refunds and delivery charges

We will notify you of the outcome after reviewing the request and, where needed, inspecting the item. Approved refunds are returned to the original payment method where possible; cash-payment refunds are arranged with you. Bank and payment-provider processing times vary.

For an approved change-of-mind return, the customer pays the return delivery cost and the original delivery charge is not refundable. We will explain any applicable costs before arranging the return. This does not apply where the law requires otherwise; you will not be charged for a return required because we supplied a defective or incorrect item.

This policy does not limit your statutory consumer rights under applicable UAE law.