Refund policy

Refund & Return Policy – Al Dayaa Farm

Because most of our products are fresh and perishable (such as milk, labneh, cheese, eggs, meat, poultry, and other farm products), we handle returns a little differently to protect food safety and product quality.

Returns & Complaints

We do not accept standard returns on perishable food products after delivery.
However, if there is a problem with your order, we are happy to help.

Please contact us within 24 hours of receiving your order if:

  • The product arrives damaged, leaking, or spoiled

  • You receive the wrong item

  • Part of your order is missing

To be eligible for a refund or replacement in these cases, you may be asked to provide:

  • Photos of the product and packaging

  • Order number and proof of purchase

  • A description of the issue

To start a complaint or request, contact us at: aldayaafarm@gmail.com
Returns (if requested) should be sent or arranged to the following address:

[INSERT RETURN ADDRESS – e.g., Al Dayaa Farm Shop, Khalidiyah, Abu Dhabi, UAE]

Items sent back to us without first contacting us will not be accepted.

You can always contact us for any question about returns at aldayaafarm@gmail.com.

Damages and Issues

Please inspect your order upon delivery.
If any item is defective, damaged, spoiled, or incorrect, contact us immediately so we can evaluate the issue and make it right with a refund or replacement, depending on the case.

Exceptions / Non-Returnable Items

Due to food safety regulations, we cannot accept returns for:

  • Perishable food products (fresh milk, labneh, cheese, yogurt, kefir, eggs, meat, poultry, frozen items, etc.) once delivered

  • Products that have been opened, consumed, or improperly stored by the customer

  • Items purchased on clearance or special promotion (except if damaged or incorrect)

  • Gift cards

If you have any doubt about a specific product, please contact us before placing your order.

Exchanges

We do not offer traditional exchanges for perishable products.
If there is a problem with your order and your request is accepted, we will either:

  • Send a replacement product, or

  • Issue a refund according to our policy below.

Refunds

Once we receive and review your complaint (and any returned item, if applicable), we will notify you whether your refund is approved or not.

If approved, a refund will be processed to your original payment method within 10 business days.
Please note that it can take additional time for your bank or card provider to post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at aldayaafarm@gmail.com.