Refund and Returns Policy

Refund policy

Your satisfaction is our priority. If something isn’t right with your order, we’re here to make it right. Please review our Return & Refund Policy below, which is aligned with UAE consumer protection laws and tailored to the perishable nature of our products.

Eligibility for Returns/Refunds:

  • Incorrect or Missing Items: If you receive the wrong product or an item is missing from your order, we will refund you in full for that item or send a replacement at no extra cost. Please notify us within 24 hours of delivery if your shipment does not match your order, or if anything is missing.
  • Damaged Packaging: If the packaging of your chicken is severely damaged upon delivery (e.g. broken seal, leakage) and you believe it has compromised the product, do not consume the product. Contact us immediately with photos of the issue. We will evaluate and, if approved, issue a full refund or replace the product promptly.
  • Quality Issues: We take pride in delivering fresh, high-quality poultry. If you believe the product you received is spoiled or not up to standard upon arrival, you must report this within 24 hours of delivery. We may request details or evidence (photos/batch number) for investigation. If we determine that the product was not fresh on delivery, we will refund or replace it as appropriate. (Note: Our “Fresh or Free” Guarantee, if it’s not fresh, you get your money back!).
  • Non-Returnable Conditions: Due to health and safety regulations, we cannot accept returns of fresh/perishable food products for reasons other than the above (incorrect item, missing item, damaged or spoiled on arrival). We do not offer refunds or returns for matters of personal taste or if you simply change your mind after delivery, in accordance with UAE law on perishable goods.

Return Process:

  • If you have an issue meeting the above criteria, please contact our customer service at +971589863127 or info@freshchicken.ae within 24 hours of receiving your order. Provide your order number and a clear description of the problem (with photos if applicable).
  • Our team will review your case and guide you through the resolution. In cases of wrong/damaged items, we may arrange a pickup of the product at our expense or instruct you on safe disposal.
  • Refund Method: Approved refunds for online payments will be processed to the original payment method within 5-7 working days. f you paid by Cash on Delivery, we will offer you the choice of a bank transfer refund or a credit voucher for future purchases. Partial refunds (for missing items or part-orders) will be calculated based on the item’s price and issued accordingly.
  • Replacement: If you prefer a replacement and it’s feasible (stock available, etc.), we can resend the correct item on the next available delivery slot. We will coordinate with you to ensure you receive your replacement at a convenient time.

Important Conditions:

  • Please do not discard any product you intend to complain about before contacting us, unless we advise otherwise. We may need the product (or photos of it) for quality inspection or return pick-up.
  • The product should be kept refrigerated as soon as delivered. Improper storage after delivery voids any return/refund eligibility for example, if the chicken was left outside or not kept at a safe temperature, we cannot accept a quality complaint. It is the customer’s responsibility to store the product as per instructions on the package once received, to maintain its safety.
  • We do not accept any returns or complaints beyond 24 hours after delivery, given the perishable nature of fresh poultry. Please inspect your order on arrival and inform us of any issue right away. After 24 hours, any quality issues will be handled at our discretion on a case-by-case basis (typically, we cannot honor requests late due to the perishable product life cycle).
  • Order Cancellations: You may cancel your order without penalty before it has been dispatched for delivery. If you change your mind, please contact us as soon as possible (ideally within an hour of placing the order). Once the order is out for delivery or being processed for dispatch, cancellation may not be possible. If an online payment was made and the order is canceled in time, we will process a full refund to you. To cancel, call our hotline or email with your order number and request.

We adhere to all applicable UAE consumer protection regulations regarding returns and refunds. Our policy aims to be fair and transparent while also accounting for food safety considerations. If you have any questions about this Return & Refund Policy, please reach out to us. We are always here to clarify and assist.

By making a purchase on our site, you agree to this Return & Refund Policy. This policy does not affect your legal rights under UAE law.