Returns and Exchange Policy

We replace or refund any item that arrives damaged, out of date, or not as ordered, at no cost to you.

Returning a sound item because you changed your mind is limited by what we sell: perishable goods — meat, poultry, fish, dairy, fruit and vegetables, chilled and frozen items — cannot be returned after delivery unless they are defective. That is not a commercial choice. An item that has left the cold chain cannot safely be resold to another kitchen, and anyone promising otherwise is either not keeping the promise or reselling what should not be resold.

As a reminder from the terms: this is a business-to-business platform, and the seven-day right of withdrawal belongs to consumers, not to commercial buyers. What follows are contractual commitments we hold ourselves to.

Inspect the shipment in front of the driver. You may refuse any item that is visibly damaged, has broken packaging, is not as described, or is not at the right temperature.

The refusal is recorded on the delivery document there and then, and the value is deducted from the invoice or credited by a credit note. There is no charge for refusing at delivery.

This is the fastest route and the one with the least paperwork — no photographs, no support ticket, no waiting.

If the defect appears after unpacking, tell us within 24 hours of delivery for fresh, chilled and frozen items, and within 7 days for dry, canned and non-food items.

Attach a photograph of the item, the packaging, and the batch number and expiry date where present. The photograph is what lets us decide the same day instead of sending someone to inspect.

Keep the item as it is and do not dispose of it before the report is decided, unless keeping it poses a health risk — in which case the photograph is enough.

Unopened dry and non-food items in their original, undamaged packaging may be returned within 7 days of delivery.

Such a return may carry the actual transport and handling cost, shown to you before it is deducted.

We cannot accept an item whose packaging has been opened, whose seal has been broken, or whose wrapping is damaged, nor anything prepared, cut or packed to order.

While the order has not entered fulfilment, change or cancel it from your account or through customer service at no charge.

Once fulfilment has started, a change depends on where the shipment is and may not be possible.

After the shipment has left, cancellation is treated as a return and the clause above applies.

Refunds go back to the method used to pay: card to card, transfer to account, unless you ask for the value to be added to your platform balance.

The usual period is up to 14 working days from the report being approved. Part of that depends on the issuing bank and the payment provider and is outside our control.

Every refund is matched by a credit note referring to the original invoice. The original invoice is neither edited nor deleted — which is what keeps your tax records coherent under any audit.

If the order was paid from your platform balance, the value returns to that balance.

In most cases a replacement is faster and more useful to your kitchen than waiting for money.

We replace a defective item with an identical one on the next delivery run to your area, at no extra cost.

If an identical item is unavailable, we offer a comparable substitute or a refund — your choice.

From the order page in your account: open the order, select the line and attach the photographs. This route links the report to the order and the invoice automatically and is the fastest to a decision.

Or through the contact channels published on the platform. In that case quote the order number — without it, the report starts with a search for the order.

We respond to every report within one working day with a decision or a specific request for clarification.

If you disagree with our decision on a report, ask for it to be reviewed. A different member of staff reviews it, not the one who decided it first.

If the disagreement stands, the settlement routes in the terms of service are open, and you may complain to the competent consumer protection and e-commerce authorities in the Kingdom.