Refund & Cancellation Policy

1. Standard Order Cancellations

A standard order may be cancelled for a full refund if the cancellation request is received at least 48 hours before the scheduled delivery or collection time.

Cancellation requests received less than 48 hours before the scheduled delivery or collection may not be eligible for a refund if ingredients have been prepared, production has started, products have been made or other order-related costs have already been incurred.

2. Custom and Personalised Order Cancellations

Custom or personalised orders may be cancelled for a full refund if the cancellation request is received at least 72 hours before the scheduled delivery or collection time, provided that production or custom preparation has not already started.

Custom orders include, but are not limited to:

• Custom colours
• Custom flavours
• Printed macarons
• Logos or personalised designs
• Custom packaging
• Corporate branding
• Special shapes or sizes
• Bespoke dessert arrangements

Once production, printing, ingredient preparation, packaging personalisation or other custom work has started, the order may become non-refundable.

3. Perishable Products

Due to food safety and hygiene requirements, successfully delivered perishable food products generally cannot be returned or exchanged simply because the customer has changed their mind.

This does not affect your rights where a product is defective, damaged, incorrect or otherwise does not meet applicable consumer protection requirements.

4. Damaged, Incorrect or Defective Orders

If you believe your order was:

• Delivered damaged
• Incorrect
• Missing an item
• Significantly different from the confirmed order
• Defective or unsuitable for consumption at the time of delivery

Please contact AW Gourmet as soon as reasonably possible after delivery, preferably within 4 hours, and provide:

• Your name and order number
• A description of the issue
• Clear photographs and/or video showing the condition of the product
• Photographs of the packaging where relevant

Please keep the affected product and its packaging until we have reviewed the complaint where reasonably possible.

After reviewing the circumstances, AW Gourmet may offer an appropriate remedy, which may include replacement, partial refund or full refund, depending on the nature of the issue and applicable UAE consumer protection requirements.

5. Taste and Personal Preference

Because taste is subjective, refunds will generally not be provided solely because a customer does not personally like a flavour, sweetness level, texture or other subjective characteristic of a correctly prepared product.

This does not apply where there is an actual quality or food safety issue.

6. Colour and Appearance

Our products are handmade.

Minor variations in colour, shape, size, decoration or appearance compared with photographs, digital mock-ups or previous handmade products are not generally considered defects.

Screen settings, lighting and photography may also affect how colours appear.

For customised products, we make reasonable efforts to match agreed colours and designs as closely as possible.

7. Incorrect Delivery Information

Refunds may not be provided where delivery cannot be completed because the customer provided:

• An incorrect address
• An incomplete address
• An incorrect telephone number
• Incorrect recipient details
• No person available to receive the order after reasonable delivery attempts

Any additional redelivery costs may be charged to the customer.

8. Failure to Store Products Correctly

Once an order has been successfully delivered, the customer is responsible for following the provided storage and handling instructions.

Refunds may not be available where a product deteriorates or is damaged as a result of improper storage, prolonged exposure to heat, leaving the product unattended, or other handling after delivery.

9. Delivery Delays

Delivery times are estimated and may be affected by traffic, weather, courier delays or circumstances outside AW Gourmet’s reasonable control.

If an order is significantly delayed or the delay materially affects the condition or purpose of the product, please contact us and we will review the circumstances individually.

10. Refund Processing

Where a refund is approved, it will normally be issued to the original payment method used for the purchase.

The time required for the refund to appear in the customer’s account may depend on the payment provider and the customer’s bank.

AW Gourmet cannot control processing times imposed by banks or payment providers after a refund has been submitted.

All refunds are processed in AED, unless otherwise required by the payment provider.

11. Non-Refundable Costs

Where permitted by applicable law, charges for completed custom work, personalised printing, specially ordered materials, delivery already completed or other costs already incurred specifically for an order may not be refundable.

12. UAE Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or limit any mandatory rights available to consumers under applicable laws of the United Arab Emirates.

Where this policy conflicts with a mandatory provision of applicable UAE law, the applicable legal requirement will prevail.

13. How to Request a Cancellation or Refund

To request a cancellation, refund or report an issue with an order, contact:

Please include your order number and relevant details so that we can review your request.