Certified ISO 22000 · HACCP — Manufactured in Al Ain, Abu Dhabi · UAE
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Policies · نتيل

Refund policy.

Because our products are food, most items cannot be returned once delivered — but if something arrives damaged, wrong or not as described, we will put it right.

Last updated: [DD Month YYYY]

Draft structure. Highlighted [PLACEHOLDERS] need your real details. Keep this page consistent with the matching policy in Shopify admin (Settings → Policies), which is what customers see at checkout.

Overview

This policy applies to retail orders placed on this website. It does not limit any rights you have under UAE consumer protection law. Trade and wholesale orders are covered by your quotation terms.

When you can get a refund or replacement

  • The item arrived damaged, leaking or with a broken seal.
  • You received the wrong item or an item is missing.
  • The item is past its best-before date on arrival, or has a quality defect.
  • [Optional: unopened, non-perishable items returned within X days — delete if you do not accept change-of-mind returns]

What we cannot accept back

For food safety we cannot accept returns of:

  • Opened, partly used or unsealed products.
  • Products that have not been stored as instructed after delivery (for example, chocolates left in heat).
  • [Personalised or custom gift boxes / private-label items].
  • [Sale or clearance items — delete if not applicable].

How to request a refund

  1. Contact us within [48 hours] of delivery at info@ultra-uae.com or WhatsApp +971 55 487 7130.
  2. Include your order number, the item(s) affected and clear photos of the product and packaging.
  3. Keep the item and packaging until we confirm — we may ask for it to be collected.

We reply within [1 business day].

Refund, replacement or store credit

Once your request is approved you can choose [a replacement, a refund to your original payment method, or store credit]. If a return is needed for an approved claim, [we arrange and pay for the collection].

When you will receive your refund

Approved refunds are issued within [X business days] to the original payment method. Your bank or card provider may take a further [5–14 business days] to show it. [Original delivery charges are / are not refunded].

Cancelling an order

You can cancel free of charge until your order is dispatched — contact us as soon as possible with your order number. Once an order has been dispatched it cannot be cancelled, but the conditions above still apply on delivery.

Contact

Questions about this policy? Contact us:

  • Email: info@ultra-uae.com
  • Phone / WhatsApp: +971 55 487 7130
  • Post: Ultra Date Production Farm LLC-OPC, P.O. Box 42636, Al Ain, Abu Dhabi, UAE
  • Hours: [Sunday–Thursday, 9:00–18:00 GST]