Exchange and Return Policy

Food Product Exchange and Return Policy

Dear Valued Guest,

The exchange and return policy applies only to “damaged products,” “products with a manufacturing defect,” or “products not matching the order specifications.”
The exchange and return policy does not apply to products that are undamaged, have no manufacturing defect, or are returned merely due to a change of mind, as the product becomes “used” once it leaves the branch.
The return process for a damaged product must take place on the same day of purchase to verify its condition, and the invoice must be provided. Any delay beyond the day of purchase will result in the return request being declined, as it will not be possible to confirm the product’s condition, storage, or cooling circumstances.
Once the returned product is received, it will be examined and verified for damage or mismatch with order specifications through the regional laboratory. Our laboratories are located in (Al-Ahsa / Al-Aziziyah District, Dammam / Al-Mazrouiyah District, Riyadh / Al-Rabwa District, Jubail Industrial City / Al-Fayha District). The seller is not authorized to inspect the product or make final compensation decisions.
If payment was made via electronic means, the refund will be processed according to the requirements and timeframe of the customer’s bank. Please note that the refunded amount will only include the value of the purchased product; the store is not responsible for any costs associated with returning or re-shipping the product.

Cases in which the product (cannot) be returned:

X When the return request is submitted (after) the day of purchase and the product’s storage or cooling conditions cannot be verified.
X When there is no damage, manufacturing defect, or mismatch with order specifications — i.e., a mere change of purchase decision.
X When the purchase invoice is not available, making it impossible to verify the purchase date and time.
X When writing is added to the cake inside the branch, as the product’s condition becomes “used.”

Steps for Product Exchange and Return:

1) Return the product on the same day of purchase and present the invoice or electronic order number.
2) Verify that the product meets the exchange and return policy requirements.
3) Conduct an initial inspection of the product at the branch and confirm if it needs to be sent to the regional lab for final evaluation.
4) Confirm the existence of the issue through the regional laboratory and present compensation options.
5) Complete the compensation process for the customer if eligible.

May Allah protect and bless you.