Returns and Refund Policy
This policy explains the terms and procedures for handling returns, replacements, and refunds for orders placed through the main website of Hashem Al Affouri Sweets, a brand of Adrenaline for Sweets and Foodstuff Manufacturing.
1. Scope of the Policy
This policy applies to products purchased through the main website and delivered to the customer through the approved shipping or delivery services.
Due to the nature of food products, products that are in good condition cannot be returned solely because the customer has changed their mind after receiving them, without prejudice to any rights granted to consumers under applicable laws and regulations.
2. Cases in Which a Complaint May Be Submitted
The customer may submit a request for review or return in any of the following cases:
The product arrives damaged.
The customer receives a product different from the one ordered.
Part of the order is missing.
The product does not match the order or the stated specifications.
The product has a clear defect affecting its condition or quality.
A difference in personal preference regarding taste or appearance is not considered a valid reason for return unless it results from a defect, error, or failure of the product to match the order.
3. Timeframe for Reporting an Issue
The customer should notify us of the issue on the same day the order is received, whenever reasonably possible, to allow the condition of the product and the circumstances of delivery to be properly reviewed.
The report should include:
The order number or information that allows us to identify the order.
A clear description of the issue.
Clear photographs of the product, packaging, and the reported issue.
Any additional information we may request to assist in reviewing the case.
This procedure does not limit any statutory rights granted to the customer.
4. Reviewing the Complaint
After receiving the complaint and the required information, we will review the case to determine the nature of the issue and whether it relates to the product, preparation, or delivery process.
We may contact the customer to request additional information or photographs before deciding on the appropriate resolution.
5. Returning the Product for Inspection
We reserve the right to request the return of the affected or non-conforming product, in whole or in part, where this is necessary to verify the issue or complete the resolution process.
If the issue is confirmed to have resulted from an error by the company, the company will bear the costs of returning the product for inspection or resolution.
6. How the Issue Will Be Resolved
Where a complaint is accepted and an issue covered by this policy is confirmed, we will seek to resolve the matter by replacing the affected product or affected part of the order, where this is possible and appropriate and with the customer’s agreement.
If replacement is not possible, or where a refund is required based on the circumstances or applicable laws and regulations, the amount due will be refunded to the customer.
Nothing in this policy limits any remedy or refund right granted to consumers under applicable law.
7. Orders Containing Multiple Boxes
If an order contains more than one box and the issue is limited to one or a specific number of boxes, the resolution will apply only to the affected boxes, unless the nature of the issue affects the entire order.
If the issue affects part of the contents of a single box, the entire affected box will be treated as one unit for the purpose of replacement or refund, rather than only the individual affected pieces.
8. Shipping Costs Where the Company Is at Fault
If the return or replacement results from:
An incorrect product being sent.
A shortage or damage for which the company is responsible.
The product not matching the order.
Any other confirmed error attributable to the company.
The company will bear the shipping or reshipping costs required to resolve the issue.
The customer will not be charged additional shipping costs resulting from the correction of an error confirmed to be the company’s responsibility.
9. Refunds
Where a refund is approved, the amount due will be returned using the same payment method used for the original order whenever possible.
As current payment methods include bank transfer and CliQ, we may request the information required from the customer to complete the refund.
Refunds will be processed within a reasonable period after approval and receipt of any information required to complete the transaction. The time taken for the funds to appear may vary depending on the financial institution involved.
10. Refund Amount for Partial Claims
If an issue relates to an independent part of an order containing several boxes, the refund or replacement will apply only to the value of the affected boxes, unless the nature of the issue requires the entire order to be addressed.
If the issue occurs within a single box, the entire box will be treated as one unit when determining the replacement or refund value.
11. Products in Good Condition and Change of Mind
Due to the nature of food products, we do not accept the return or replacement of a product that was delivered correctly, is in good condition, and matches the order solely because the customer has changed their mind or no longer wishes to keep the product.
This provision does not apply where there is a defect, damage, error, non-conformity, or any other right granted to the consumer by law.
12. Cancellation Before and After Shipping
Requests to cancel an order before or after the shipping process begins are subject to the Shipping and Delivery Policy published on the website.
If the customer requests cancellation after the order has left the store and there is no error attributable to the company, the customer may be responsible for the actual outbound and return shipping costs in accordance with the Shipping and Delivery Policy.
If the order is returned or rejected due to an error confirmed to be attributable to the company, the customer will not bear the shipping costs associated with resolving that error.
13. Cases Outside the Scope of Returns
A claim may not be accepted where it is determined that the issue occurred after delivery as a result of:
Improper storage or handling of the product.
Exposure of the product to heat or unsuitable conditions after receipt.
Improper handling of the product after delivery.
Failure to provide sufficient information or photographs to demonstrate the issue, despite being requested, where such information is necessary to verify the case.
Each case will be assessed based on its circumstances and the available information, while respecting the consumer rights provided under applicable law.
14. Relationship with Other Policies
This policy should be read together with:
Sales Terms and Conditions.
Shipping and Delivery Policy.
Privacy Policy.
Where applicable laws or regulations grant consumers rights beyond those stated in this policy, the relevant legal provisions will apply.
15. Contact Information
To submit a complaint or request a return, replacement, or refund, customers may contact us through:
Adrenaline for Sweets and Foodstuff Manufacturing
Brand: Hashem Affouri Sweets
Email: info@affourisweets.com
Phone: 0096232420150
Please provide the order number and clear photographs of the issue when contacting us regarding a damaged, incorrect, or non-conforming product.
16. Last Updated
This policy was last updated on: 18/8/2026.