Refund and Returns Policy

Last updated: 27 June 2026

This Refund and Returns Policy forms part of our Terms & Conditions and should be read together with them. By placing an order with SAFWA HOLDINGS FZC LLC (“Safwa”), you accept the policy set out below.

1. Returns and Refund Policy

Due to the nature of our Products, which include food, consumable and hygiene-sensitive items, returns and refunds are only available in the limited circumstances set out below. This does not affect your mandatory statutory rights in relation to defective or non-conforming goods.

When we accept returns or issue a refund / replacement. We will accept a return and, at your preference, provide a replacement or a refund where:

• the wrong Product was sent by us;
• the Product is defective or faulty;
• the Product was damaged during shipping; or
• the Product appears to have been tampered with, or arrived expired or past its use-by date.

How and when to notify us. You must notify us within 24 to 48 hours of delivery for food, perishable and consumable Products, and within 7 days of receipt for sealed non-perishable Products and perfumes, providing your Order number and clear photographs of the Product and packaging. Returned Products must be sent back in their original, sealed and undamaged packaging using a registered courier service.

Products we cannot accept back. For food safety and hygiene reasons, we do not accept returns of, or provide refunds for, Products that have been opened, used, partially consumed or tampered with, including:

• food, grocery, dietary, keto and raw-ingredient Products once the packaging or seal has been opened; and
• perfume and fragrance Products once the seal has been broken or the Product has been used.

Such Products are only returnable if they are unopened, unused, sealed and in their original condition, or if they fall within the accepted circumstances above (wrong, defective, damaged, tampered or expired on arrival). We reserve the right to refuse a returned Product that has been used, opened or tampered with.

Refund method and timing. Approved refunds are processed only through the original payment method used for the transaction. Shipping and handling fees are non-refundable except where the return results from our error (wrong, defective or damaged Product). Please allow up to 30 days for the refund to be completed, depending on your bank or payment provider.

2. Cancellation Policy

Order cancellation. You may cancel your Order within 24 hours of placing it, provided the Order has not yet been dispatched. Once a cancellation is confirmed, any refund due will be processed using the original payment method.

Orders that cannot be cancelled. Orders that have already been dispatched or are in the shipping process cannot be cancelled and are subject to the Returns and Refund Policy above.

Refund timeframe for cancellations. Refunds for cancelled Orders are processed back to the original payment method. Please allow up to 30 days for the refund to be completed, depending on your bank or payment provider.