Refund policy

Last Updated: June 2026

At Trufflez Food Stuff General Trading Company W.L.L., customer satisfaction and product quality are our top priorities. Please review our Refund & Return Policy carefully before placing an order.

1. Food Safety Policy

Due to the perishable nature of food products, we generally do not accept returns or exchanges once products have been delivered, except in cases where items are damaged, defective, expired, or incorrectly supplied.

2. Eligible Returns

Customers may request a return, replacement, or refund if:

The product received is damaged upon delivery.
The product is expired at the time of delivery.
The wrong product was delivered.
The product packaging is significantly damaged.
The delivered item does not match the order confirmation.

3. Reporting an Issue

To be eligible for a refund or replacement, customers must:

Notify Trufflez within 24 hours of receiving the order.
Provide clear photographs of the product and packaging.
Include the order number and details of the issue.

Requests submitted after 24 hours may not be eligible for review.

4. Non-Returnable Items

The following items are not eligible for return or refund:

Products opened, consumed, or partially used.
Products improperly stored after delivery.
Products damaged due to customer handling.
Products purchased during clearance or promotional sales unless defective.

5. Refund Process

Once a refund request is approved:

Refunds will be processed using the original payment method whenever possible.
Processing times may vary depending on the payment provider or bank.
Approved refunds are generally completed within 7–14 business days.

6. Replacement Products

Where appropriate, Trufflez may offer a replacement product instead of a refund.

Replacement eligibility will be determined after reviewing the reported issue.

7. Order Cancellations

Orders may be canceled before processing or dispatch.
Once an order has been prepared, packed, or dispatched, cancellation may not be possible.
Any approved cancellation refunds will be processed according to our standard refund procedure.

8. Delivery Issues

If your order is missing items or arrives in an unsatisfactory condition, please contact us immediately so we can investigate and resolve the issue promptly.