Freshness Guarantee, Return and Exchange Policy
Inspect your order in front of the courier and refuse any fresh item you do not like. If you find a problem after receipt, tell us within 24 hours with a photo, and we will compensate you.
Last updated: October 2026
1. Summary of Periods and Entitlements
| Case | Reporting period | What you are entitled to | Who bears the costs |
|---|---|---|---|
| Fresh vegetables, fruit, leafy greens, herbs, fresh meat and poultry: damage, defect or wrong item | On receipt in front of the courier, or within 24 hours of receipt with a photo | Exchange, wallet credit or refund, depending on the problem | Furdtk |
| Fresh items: change of mind | Not returnable | Not applicable | Not applicable |
| Dairy, cheese, eggs, juices, bakery, chilled and frozen items: damage, defect or expiry | 48 hours from receipt with a photo showing the expiry date | Exchange, wallet credit or refund, depending on the problem | Furdtk |
| Chilled and frozen items: change of mind | Non-returnable | Not applicable | Not applicable |
| Sealed, non-perishable packaged items (dry goods, canned goods, cleaning products, consumables) | 14 days from receipt | Refund or wallet credit | Customer |
| Packaged items: damage, defect or wrong item | 48 hours from receipt with a photo | Exchange, wallet credit or refund | Furdtk |
| Shortfall in the weight of an item sold by weight | On receipt, or as soon as you find it, with a photo of the scale | Immediate compensation for the difference | Furdtk |
| Gift cards | Non-refundable | Not applicable | Not applicable |
2. Freshness Guarantee (Vegetables, Fruit, Leafy Greens, Herbs, Fresh Meat and Poultry)
- Inspect your order in front of the courier. You may refuse any item you do not like; the courier records it and you are not charged for it.
- After receipt: if you find damage, a defect or a wrong item, tell us on WhatsApp within 24 hours of receipt with a clear photo and the order number.
- You usually do not need to return the damaged product, and we keep the right to ask to inspect it when necessary.
- Customer service assesses the problem and decides the suitable compensation: an exchange, wallet credit or a refund.
- Reports on fresh items are not accepted after 24 hours, or if the product was stored incorrectly after receipt.
3. Sealed, Non-Perishable Packaged Items
A return is accepted on these conditions:
- The request is made within 14 days of the receipt date.
- The package is sealed, intact and in its original condition.
- The product has not expired.
- You report it through customer service and give the order number.
If you return an item because you changed your mind, you bear the delivery and return fees.
4. Chilled and Frozen Items and Items With an Expiry Date
Dairy, cheese, eggs, juices, bakery and frozen items carry an expiry date printed on the package, and the date on the package applies. If you receive a damaged, defective or expired product, tell us within 48 hours with a photo showing the package and expiry date, and we will compensate you. These items are not returnable for a change of mind, because they cannot be stored safely once they leave the cold chain.
5. Non-Returnable Items
The following are not returnable, including but not limited to:
- Fresh, chilled and frozen items, in case of a change of mind.
- Cosmetics, personal care and baby products once the package is opened, to protect health and safety.
- Gift cards, because they are issued at the customer's request.
- Products stored incorrectly after receipt.
- Natural differences in size, color and shape, which are not defects because these are natural products.
- Opened or used packages with no defect.
Your right to compensation remains if the product is damaged, defective or non-conforming and you tell us within the stated period.
6. Weight Differences
Items sold by weight may come out slightly above or below the weight ordered, and we charge by actual weight. We aim for the weight to be in your favor. If you find a shortfall, send a photo of the scale on WhatsApp and we will compensate you immediately for the difference.
7. Missing or Wrong Items
If an item arrives missing or wrong, we compensate you in full without charge, by exchange, credit or refund depending on the problem, within the periods in the table above.
8. Substitutions
When an item runs out, we call you, and if you do not answer we send a message. You can choose to substitute it, refund its value, or remove it. If a substitute arrives that you do not like, refuse it in front of the courier.
9. How to Submit a Request
- Contact us on WhatsApp +96522202552 and send the order number and the reason.
- Send a photo of the product (and of the package and expiry date when needed, or of the scale for weight issues).
- Customer service reviews your request and tells you the result and the type of compensation.
10. Compensation Methods and Refund Times
| Method | Details |
|---|---|
| Exchange | With a similar product, subject to availability |
| Wallet credit | Added to your balance for use on your future orders |
| Refund | To the same payment method you used, taking between 1 and 14 days depending on the payment method and the issuing bank. For orders paid in cash on delivery, customer service will agree a refund method with you |
11. Offers and Boxes
The same conditions in this policy apply to offers, baskets and boxes.
12. Cancelling Before Preparation
You may cancel or amend your order by contacting customer service before we start preparing it, stating the reason. The refund follows section 10.
Need help?
Our customer service team replies daily from 8 AM to 11 PM.