سياسة الاسترداد

Refund & Return Policy – Kozal Baklava

Operated by Kozal Baklava Sweet Preparing (S.P.S – L.L.C)
📍 www.kozalbaklava.ae

At Kozal Baklava, customer satisfaction is at the heart of everything we do. Please review our Return & Refund Policy carefully. If you have any questions, feel free to contact us through our website or by email at info@kozalbaklava.ae.

🔁 Wrong Order

If you received an item that doesn’t match your receipt, we sincerely apologize. Please contact us immediately.

You can request a free redelivery of the correct item (see redelivery policy below).

  • Credit card payments: The original charge will be voided and recharged with the correct amount.

  • Cash payments: You will pay or receive the price difference depending on the order’s value.

  • In some cases, a store credit may be offered.

All wrong orders must be returned in the original container(s) to avoid additional charges.

🍽️ Missing Items

If any item from your order is missing, please inform us right away. We will:

  • Redeliver the missing item free of charge (see redelivery policy below), or

  • Allow you to cancel the missing item (if not yet prepared) and refund the amount via credit card or store credit.

❌ No cash refunds.

❌ Unsatisfactory or Damaged Food

All our desserts are freshly prepared using high-quality ingredients. If you receive an unsatisfactory product due to delivery damage, poor packaging, or contamination, please contact us immediately.

To resolve the issue:

  • The product must be returned in its original container(s) for inspection.

  • We will remake and redeliver the item free of charge.

  • If you prefer not to receive a replacement, we may issue a credit card refund or store credit, subject to management approval.

No cash refunds will be issued.

⚠️ Please note: Minor changes in temperature or texture during delivery are normal and not considered a fault.

👎 If You Disliked the Product

If the taste or texture wasn’t to your liking:

  • Please share your feedback — we value your opinion.

  • We may offer a courtesy discount or an exchange for a different item of equal or lesser value.

  • Returned items must be in their original containers.

  • A delivery fee may apply for the exchanged item.

⏰ Delivery Delays

If your order is significantly delayed due to unforeseen issues, we sincerely apologize.

You may receive a 10% discount on the delayed order.
Please contact us so we can assess and resolve the issue promptly.

🔄 Returns & Cancellations

  • Orders cannot be canceled once preparation has started.

  • No refunds or credits apply for non-food items or beverages.

  • A courtesy discount may be offered in exceptional cases.

  • Refunds are issued only through the original mode of payment.

  • Please allow up to 45 days for the refund process, depending on your payment provider.

🎁 Complimentary Items

Complimentary items or gifts are not eligible for refunds or store credit.

❗ Abuse of Policy

Kozal Baklava Sweet Preparing (S.P.S – L.L.C) reserves the right to refuse service or future business if this policy is misused or abused.
Our goal is to serve our customers with honesty, fairness, and consistent quality.

🚗 Redelivery Policy

  • Redelivery is available only to the original delivery address.

  • Corrected orders will be resent as soon as possible, though timing may vary.

  • No additional delivery fees will be charged for redelivery.

  • Delivery charges and driver tips are non-refundable.

⚠️ Important Conditions

  • If 25% or more of the product has been consumed, no refund or credit will be issued.

  • If the product has been discarded, tampered with, or repackaged, we cannot verify the issue and therefore cannot process a refund or credit.

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📧 info@kozalbaklava.ae
🌐 www.kozalbaklava.ae