Refund and Return Policy

1. Perishable Goods Policy (Dairy, Bakery & Fresh Produce)

Due to health, safety, and hygiene regulations, perishable goods cannot be returned or exchanged once they have been successfully delivered to your address and accepted. This applies to:

• Fresh milk, yogurt, laban, cheese, and other dairy products.
• Bread, bakery items, and snack foods.
• Fresh fruits, vegetables, and frozen items (like ice cream).

We kindly request that you inspect all items at the time of delivery before accepting them from our delivery executive.

2. Eligibility for Refunds or Replacements

We understand that discrepancies can occasionally occur. You are fully entitled to a free replacement or a full refund under the following specific circumstances:

• Damaged or Spoiled on Arrival: If a product is delivered damaged, leaking, or spoiled at the exact time of delivery.
• Incorrect Items delivered: If the items delivered do not match the itemized receipt of your original order.
• Expired Products: If an item is delivered past its stamped expiry date.
• Missing Items: If you were charged for an item that was missing from your delivery batch.

Time Limit for Reporting Issues:

Because of the rapid spoilage risk of dairy products, all claims for damaged, incorrect, or missing items must be reported to our customer care within 4 hours of the delivery time. Claims made after this timeframe will not be eligible for a refund or replacement, as storage conditions after delivery are beyond our control.

3. Non-Perishable Goods (Ghee, Oils & Packaged Foods)

For non-perishable, sealed pantry items (such as commercial ghee, canned foods, or dried vegetable products), returns are accepted within 3 days of delivery, provided that:

• The item is completely unopened, unused, and in its original sealed packaging.
• The item is accompanied by the original invoice or purchase receipt.

4. Refund Process

Once your claim is received and verified by our support team (which may require you to send a photograph of the damaged or incorrect item via WhatsApp or Email), we will process your remedy:

• Replacements: We will arrange for a replacement item to be delivered to you on our very next available delivery route at no extra cost.
• Store Credit / Wallet: The refund amount can be credited immediately back to your Shine Dairy digital wallet or user account for your next purchase.
• Original Payment Source: If you prefer a direct reversal, credit/debit card payments will be refunded back to the original card used during the transaction. Please note that it can take 7 to 14 business days for the refund to reflect in your bank account, depending on your card issuer’s policies.
• Cash on Delivery (COD) orders will be refunded via store credit or cash reversal during the next scheduled delivery.

5. Cancellation Policy

Once an order is placed and dispatched in our temperature-controlled vehicles, it cannot be canceled.

6. Consumer Rights Compliance (Dubai DET)

In strict accordance with the rules of the Dubai Department of Economy and Tourism (DET), every consumer has the right to receive an explicit purchase invoice detailing the goods, total value, and the mandatory 5% Value Added Tax (VAT). Our refund procedures are fully aligned with local consumer protections designed to clarify replacement, repair, and refund rights for all retail and commercial buyers in the Emirate of Dubai.