Refund policy
Return & Refund Policy
Last Updated: [12/5/2025]
At Dar Al Zain Foods, we are committed to delivering high-quality, fresh poultry products. Due to the nature of fresh food, we follow strict return and refund guidelines to ensure safety and maintain hygiene standards.
1. Fresh Food Safety – No Returns Accepted
Because our products are fresh poultry, which must be kept at a strict temperature of 0–5°C, we do not accept returns of any products after delivery.
Once an order has been received by the customer, it cannot be returned due to UAE food safety regulations and hygiene reasons.
2. When Refunds Are Allowed
Refunds or replacements are only available if the issue is caused by us.
You are eligible for a refund or replacement ONLY if:
The product arrives damaged, spoiled, or unsafe due to our handling
The product delivered is incorrect compared to your order
There is a clear mistake on our side during preparation, packaging, or delivery
In these cases, we will either:
✔ refund the full amount, OR
✔ replace the product at no extra cost
(You choose which option.)
3. When Refunds Are NOT Available
Refunds will NOT be provided in the following cases:
The customer improperly stored the chicken (not kept at 0–5°C)
The customer mishandled or misused the food
The customer changed their mind after delivery
The customer provided the wrong address or contact information
The customer was unavailable to receive the order
The issue occurred due to delays caused by traffic or external factors
The product quality was affected after delivery
Once the order is delivered, responsibility shifts to the customer.
4. Reporting an Issue
If your order has a problem caused by us, you must report it within 2 hours of delivery.
This helps us verify freshness and investigate the issue quickly.
When reporting, please include:
Your order number
Full name and phone number
Photo evidence of the issue
A description of the problem
Failure to report within the allowed time may affect eligibility for refunds.
5. Refund Method
If your refund request is approved:
Orders paid by Paymob (Visa / Mastercard / Amex / Apple Pay) will be refunded back to the same payment method
Cash on Delivery orders will be refunded through store credit or bank transfer
Refund processing may take up to 6 business days depending on your bank or payment provider
6. Contact Us
To request a refund or report an issue, please contact us using the details provided on our website.
Our support team will review your request and respond as soon as possible.
