Returns & Refunds Policy

At Nutty Nuts Foodstuff Factory LLC, we take care to prepare, pack and dispatch every order in good condition. This policy explains how returns, replacements and refunds are handled for orders purchased directly from our online store and delivered within the United Arab Emirates or to GCC countries available at checkout.

Nothing in this policy limits any mandatory consumer rights available under the laws applicable in the country where the order is delivered.

Food Products and Change-of-Mind Returns

For food-safety and hygiene reasons, food and consumable products cannot normally be restocked after delivery.

We therefore do not accept returns or exchanges solely because:

• You changed your mind.
• You ordered the wrong product or quantity.
• You no longer require the order.
• You do not prefer the taste, flavour, texture or natural appearance of the product.
• The product was correctly supplied but has been opened or used.

This does not affect your rights where a product is damaged, defective, expired, unsafe, incorrectly supplied or materially different from its description, or where applicable law provides additional rights.

Please do not send any product back to us without receiving return instructions from Nutty Nuts.

When You May Request Assistance

You may contact us when:

• The product was damaged during transportation.
• The product’s seal was broken, leaking or visibly tampered with when delivered.
• The product was expired when delivered.
• The product had a verified quality or food-safety defect when delivered.
• The product was materially different from the description displayed when you placed the order.
• You received an incorrect product.
• A product or quantity was missing from your order.
• The shipment was confirmed as lost by the courier.
• The product had materially less remaining shelf life than was expressly promised on the relevant product page or order confirmation.

Reporting an Issue

For visible delivery damage, missing products or incorrect products, please contact us within 48 hours of delivery.

For a product-quality or food-safety concern that was not reasonably visible at delivery, please contact us as soon as the issue is discovered and preferably within seven calendar days of delivery.

Please provide:

• Your order number.
• The recipient’s name and delivery country.
• A clear description of the issue.
• Photographs of the external delivery packaging.
• A photograph of the courier label.
• Photographs or video showing the affected product.
• A photograph of the batch or lot number and the best-before or expiry date.
• Any other reasonable information required to investigate the claim.

You are not required to provide a signed courier receipt if one was not provided at delivery. However, where the courier allows damage to be recorded electronically or on a delivery document, please record it before accepting the shipment wherever reasonably possible.

Please retain the affected product and all packaging until we have completed our assessment. Do not consume a product if its seal is compromised or if you believe it may be unsafe.

Assessment of Claims

We may:

• Review the photographs, videos and order information provided.
• Ask reasonable follow-up questions.
• Verify the batch and production records.
• Request inspection or collection of the affected product.
• Investigate the matter with the courier or fulfilment provider.
• Request that the product be returned using an authorised return method.

Opening a product to discover a defect will not automatically invalidate a claim. However, we may be unable to assess a claim where the product has been substantially consumed, discarded or stored contrary to the instructions on its label.

Approved Claims

Where a claim is verified, we will provide an appropriate remedy in accordance with the circumstances and applicable consumer law. This may include:

• Replacement of the affected product.
• Refund of the affected product.
• Refund of the full order where the entire order is materially affected.
• Another remedy required under applicable law.

Nutty Nuts will bear reasonable return or collection costs where the product was incorrectly supplied, damaged in transit, defective or otherwise eligible for a remedy.

Where only one product in a larger order is affected, the replacement or refund will normally apply to that product and any appropriate proportion of the delivery charge.

Refund Processing

Approved refunds will be issued to the original payment method wherever possible.

Nutty Nuts will normally initiate an approved refund within five to ten working days after the claim has been approved. Your bank, card issuer or payment provider may require additional time to credit the amount to your account.

Refunds are processed in the currency used for the original transaction. Nutty Nuts is not responsible for:

• Differences caused by exchange-rate movements.
• Foreign transaction charges imposed by your bank.
• Card-issuer or payment-provider fees that were not collected by Nutty Nuts.

Customs Duties and Destination Taxes

Customs duties, import taxes or other government charges are collected by Nutty Nuts at checkout. Any refund will be handled according to the applicable tax and customs rules and whether the amount is legally recoverable.

This does not limit our responsibility where the loss was caused by an error in documentation, labelling, product selection or dispatch for which Nutty Nuts was responsible.

Customs Rejection or Import Clearance Failure

International food shipments may be inspected, delayed, opened or rejected by customs or food-control authorities in the destination country.

If a shipment is rejected because of an error for which Nutty Nuts is responsible - including incorrect shipping documentation, incorrect product information or dispatch of a product that should not have been offered for that destination - we will provide an appropriate replacement or refund.

A full refund may not be available where clearance fails because:

• The recipient did not provide identification or information requested by customs or the courier.
• The recipient refused delivery.
• The customer provided an incorrect or incomplete address.
• The shipment exceeded a personal import allowance that was not reasonably known to Nutty Nuts.
• The order was abandoned, destroyed or returned because of the recipient’s failure to complete required clearance steps.

In these circumstances, any refund will be calculated after deducting unrecoverable delivery, return, customs, storage, destruction and handling charges, subject always to applicable law.

Failed Delivery and Recipient Unavailability

Customers are responsible for providing a complete and accurate address, telephone number and any information reasonably required for delivery.

Nutty Nuts is not responsible for failed delivery caused by:

• An incorrect or incomplete address.
• An incorrect telephone number.
• Repeated recipient unavailability.
• Failure to respond to the courier.
• Refusal of delivery.
• Failure to provide required customs-clearance information.

Where re-delivery is possible, additional delivery charges may apply.

Because returned food products may not be suitable for resale, a refund may not be available for products returned, abandoned or destroyed due to circumstances within the recipient’s control. Any recoverable amount will be assessed on a case-by-case basis and in accordance with applicable law.

Storage After Delivery

Products must be stored according to the instructions provided on the label or product page.

We may be unable to approve claims where deterioration or damage occurred after delivery because of:

• Exposure to excessive heat, moisture or sunlight.
• Refrigeration or freezing where this was not recommended.
• Failure to seal or store the product properly after opening.
• Contamination after delivery.
• Storage beyond the stated best-before or expiry date.

Natural differences in colour, size, texture or appearance are not necessarily defects, particularly for nuts, seeds, dried fruits, herbs and spices.

Contacting Us

To report an order issue, please contact us through WhatsApp, Email, or our Contact page.

Please include your order number and the supporting information described above.