Pack 'N' Fresh · Return, Refund & Cancellation Policy

Sometimes, things just don't go as planned.

Don't worry — we're here to make it right. Here's exactly how returns, refunds, exchanges and cancellations work when you shop with us.

7 daysReturn window
FREEPickup, our mistake
100%Refund to source
24/7Food safety review
Eligible for return

Damaged, expired or wrong item

Report within 7 days of delivery and we'll sort it out.

Not eligible

Opened or consumed food

Perishables can't be returned once opened, used or unsealed.

Refunds

Back to your original method

Online payments and COD are both covered, just differently.

At Pack 'N' Fresh, customer satisfaction, product quality and food safety matter to us. Because we sell food, frozen, chilled and perishable products, our returns and exchanges follow strict food safety and hygiene requirements — set out section by section below.

1

7-day return window

We offer a 7-day return window from the date of delivery for eligible products. Please contact us within 7 days of receiving your order to submit a request.

You may request a return, refund or exchange if:

  • The product was damaged when delivered
  • The product was expired when delivered
  • You received the wrong product due to our error
  • The product has a verified quality or manufacturing issue
2

Free return pickup

If the problem is caused by Pack 'N' Fresh, we'll arrange the return pickup completely free of charge — this covers products that are damaged, expired, defective, or different from what you ordered.

Once the issue is verified, you can choose an eligible replacement, exchange, or refund, with no pickup or replacement delivery charge.

Our mistake, our cost. No pickup fee, no replacement delivery fee — ever.
3

Food safety & non-returnable products

Because we sell food and perishable products, we follow strict food safety and hygiene standards. Products generally cannot be returned or exchanged if they have been:

Opened or unsealed Partially or fully consumed Used after delivery Improperly stored Damaged by customer handling

If a quality issue could only reasonably be spotted after opening, contact us immediately with photos and details — we'll review it case by case.

For food safety reasons, change-of-mind returns are generally not accepted for food, frozen, chilled or other perishable products.
4

Exchange due to customer mistake

Ordered the wrong item? We understand mistakes happen. If the correct product was delivered but you ordered the wrong item — or want an exchange for another reason — we may consider it, provided the product still meets our food safety requirements.

In this case, the customer pays the applicable pickup and/or delivery charges. Opened, consumed, used or improperly stored products cannot be exchanged.
5

Refunds

Once your eligible return is verified and approved, we process your refund based on how you paid.

Online payments

Refunded to your original payment method. Payment gateway / processing fees already charged are non-refundable where permitted. Timing depends on your bank or card issuer.

Cash on Delivery (COD)

Refunded via bank transfer to the account you provide, or as a direct payment at the time of return pickup, where arranged and available.

6

Cancellation by the customer

Changed your mind before we send your order? Contact us as soon as possible.

  • You can request cancellation before the order has been dispatched.
  • Once dispatched, cancellation may not be possible — especially for frozen, chilled, fresh or other perishable products.
  • If already delivered, the return conditions in this policy apply instead.
  • Eligible prepaid orders cancelled before dispatch are refunded to the original payment method, minus any non-refundable processing charges.
7

Cancellation by Pack 'N' Fresh

We reserve the right to refuse, limit or cancel an order where reasonably necessary, including for:

Suspected fraud Pricing or product info errors Stock availability Terms & Conditions violations Payment verification issues Incorrect delivery info Suspected abusive multi-ordering

If we cancel after payment was received, the amount is refunded to your original payment method. Where the cancellation isn't caused by fraudulent, unauthorized or abusive activity on your part, you won't be charged a cancellation fee.

We may also restrict or decline future orders where there's reasonable evidence of fraud, abuse, or repeated misuse — subject to applicable laws.
8

Damaged, expired or incorrect products

If something isn't right, contact us as soon as possible. To help us resolve it quickly, we may ask for:

  • Your order number
  • Product name
  • Photos or videos of the affected product
  • Photos of the packaging
  • Expiry date or batch details, where applicable
  • A brief description of the issue

Please keep the affected product and its original packaging until your request has been reviewed.

9

Product storage until pickup

Eligible products must be stored correctly until they're collected. Frozen products must remain frozen, and chilled products must remain properly refrigerated.

A return may be rejected if the product has been improperly stored, handled, or damaged after delivery.

Return policy at a glance

The essentials, in one place.

7 daysReturn request window from date of delivery
Free pickupWhen the mistake or issue is from our side
Online refundsReturned to the original payment method
COD refundsBank transfer or arranged direct refund
Our mistake?Pickup, exchange, replacement or return — free
Opened or consumed food?Generally not eligible for return or exchange
Shop Fresh. Shop Easy. Shop with Confidence.

We know things don't always go as expected — that's why Pack 'N' Fresh keeps returns, refunds, exchanges and cancellations simple, transparent and fair, while holding to high food safety standards. This policy doesn't affect your rights under applicable UAE consumer protection laws. Pack 'N' Fresh reserves the right to verify all requests before approval.

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