Return, Replacement, Cancellation and Refund Policy

This policy supplements and does not replace the Consumer Protection Law, its implementing regulation, food-safety requirements, payment rules, or any other mandatory law of Bahrain. No “final sale”, perishable-goods rule, inspection request, or internal deadline removes a remedy that the law gives you.

According to the Ministry of Industry and Commerce’s published consumer guidance on Article 14 of the implementing regulation, a consumer may replace or return a product for a refund within 15 days of receipt if it is defective or malfunctioning, does not conform to specifications approved by law, or does not fulfil the contracted purpose. The legal conditions and any later amendment apply.

Meat and other chilled or frozen food can deteriorate quickly and may be cut, marinated, weighed, packed, or otherwise prepared to order. For health and hygiene reasons, we generally cannot restock or resell a delivered perishable product merely because you changed your mind, chose the wrong item, or no longer need it.

That hygiene restriction does not apply where a product is defective, unsafe, spoiled on delivery, incorrectly supplied, materially damaged, short, or not in conformity with the agreed description, specification, quantity, preparation, or purpose.

Inspect the package, seal, label, quantity, visible condition, and temperature where relevant as soon as reasonably possible after delivery. Do not consume a product that may be unsafe. Refrigerate or freeze it as instructed and preserve the affected item and packaging separately until we advise whether collection or disposal is required.

For visible damage, incorrect items, temperature concerns, or apparent spoilage, please contact us within two hours where reasonably possible. This prompt notice protects food safety and evidence; it is not a waiver. A later report will still be assessed fairly and will not be rejected solely because two hours passed where mandatory rights or credible evidence remain.

Subject to verification and applicable law, a replacement, refund, price reduction, or other appropriate remedy may be available where:

• The wrong product, cut, preparation, quantity, or materially different substitute was delivered.
• The product was spoiled, contaminated, unsafe, tampered with, improperly temperature-controlled, or materially damaged when responsibility passed to you.
• The product had a defect, did not match the description or agreed lawful specification, or was not fit for the purpose expressly agreed before purchase.
• A paid item was missing, the supplier cancelled it, or a verified pricing or payment error caused an overcharge.
• Delivery delay or handling attributable to us made the product unsafe or materially reduced its agreed value.
• A recall, authority instruction, or other mandatory legal remedy applies.

Unless the law requires otherwise or we expressly offer a more generous right, we normally cannot accept a return solely because you changed your mind after a perishable or customised product was prepared or delivered; failed to follow disclosed storage or handling instructions after delivery; damaged or contaminated the product after delivery; consumed or discarded it before giving us a reasonable opportunity to assess the complaint; or objected only to a natural variation that was accurately described and does not affect conformity or safety.

We will consider the circumstances and available evidence rather than applying these examples mechanically. Partial consumption needed to discover a hidden issue does not by itself defeat a valid claim.

Request cancellation through the available order channel as soon as possible. If we receive and confirm the request before sourcing, cutting, marinating, packing, or other customised preparation begins, we will ordinarily cancel without a product charge and release or refund any collected amount.

Once preparation has begun, we may refuse a change-of-mind cancellation or deduct only the reasonable, evidenced cost already and irreversibly incurred where permitted and disclosed. We will not impose a cancellation cost where we cancel, cannot fulfil the agreed order, or the cancellation results from our breach.

If we cancel all or part of a paid order, we will refund the affected collected amount, including any delivery charge that no longer provides value. A substitute requiring approval will not be forced on you. If you reject a materially different substitute before accepting it, the affected amount will be removed or refunded.

Where delivery fails because of our act or omission, you may choose an appropriate redelivery, replacement, or refund subject to the circumstances and law. Where it fails solely because of inaccurate customer information, inaccessible premises, or absence of an authorised recipient, any deduction must be reasonable, reflect actual unrecoverable cost, and never remove a remedy for a defective or unsafe product.

Contact us using the details below and provide, where reasonably available: your order number or receipt; the affected item and quantity; when the issue was discovered; a clear description; whether the product was chilled or frozen and how it was stored; and photographs of the product, packaging, label, seal, or temperature evidence if relevant.

We may request proof of purchase, but we will also search our own records using reasonable identifying details. Do not send unnecessary identification or payment-card data. Do not return or transport potentially unsafe food without instructions. We will not require evidence that is disproportionate or impossible in the circumstances.

We aim to acknowledge a request promptly and give an initial decision within two business days after receiving enough information. Complex food-safety, payment, or provider investigations may take longer; we will explain the reason and provide updates.

We may arrange safe collection, request inspection, consult traceability or temperature records, review delivery and payment events, or report a safety issue to the competent authority. Assessment must be impartial, documented, and consistent with mandatory rights. We will not resell a returned perishable item.

Depending on the issue, urgency, safety, your lawful choice, and proportionality, the remedy may be replacement, redelivery, correction of the order, refund of the affected item, refund of the entire order where the issue defeats its purpose, or an appropriate price reduction. Store credit or a voucher will be used only if you expressly choose it; it will not replace a refund otherwise due.

A partial issue normally results in a proportionate remedy, including related delivery cost where appropriate. Total refunds cannot exceed the amount actually collected for the affected transaction, except where law separately requires compensation or costs.

Once approved, we aim to initiate a refund within five business days. Online-payment refunds are ordinarily sent to the original payment method to protect against fraud. The bank, payment provider, weekends, or public holidays may add processing time; we will provide the provider reference or status where available.

For cash-on-delivery, we will agree a documented cash or bank-transfer refund method after proportionate identity and payee verification. We will never mark a refund completed before the money is paid or provider confirmation is recorded. If an original payment authorisation was never captured, we may void or release it instead of issuing a separate refund.

Refunds are based on the net amount actually paid after an allocated discount. If returning an item means a disclosed bundle or promotion condition is no longer met, any recalculation must be fair, transparent, and permitted by law. A delivery charge will be refunded where delivery was not provided, the whole order is validly rejected, or the charge otherwise failed to provide its contracted value.

Contacting us first often resolves a payment issue faster, but does not remove a right to contact your bank, payment provider, regulator, or court. Tell us if a chargeback or payment dispute is already open so records can be reconciled. You may not receive duplicate recovery for the same loss; any overlapping refund will be adjusted lawfully and transparently.

Stop consumption and contact us immediately if illness, contamination, foreign material, allergen misdescription, broken temperature control, or tampering is suspected. Seek medical help where needed. We may preserve traceability information, notify the competent Bahrain authority, contact affected customers, withdraw a batch, or issue recall instructions. Follow official disposal or return directions.

If you disagree with the outcome, ask us to escalate the case and provide any new evidence. We will arrange review by someone with appropriate authority who was not the original decision-maker where practicable.

You may contact the Ministry of Industry and Commerce Consumer Protection Directorate through its published channels, including 17007003, consumer_protection@moic.gov.bh, or the national Tawasul system, and may pursue any other lawful remedy. Keep your receipt, correspondence, photographs, and refund or provider references.