Policy
Returns, Refunds & Cancellation Policy
How to cancel an order, what to do if something arrives damaged or wrong, and how refunds are paid.
Draft for approval. Prepared on 20 September 2026 from the facts Nomas has confirmed and current UAE sources. It needs owner approval and legal review before launch. It is not legal advice.
At a glance
- Cancel before dispatch
- Free, with a full refund of anything you have paid
- Damaged, leaking, faulty or wrong item
- Tell us within 48 hours of delivery; we replace or refund it and collect it at no cost
- Change of mind
- Unopened, sealed items within 7 days of delivery
- Refund method
- Card payments back to the original card; cash payments by bank transfer
- Refund timing
- Issued within 7 days of our approving the refund
Cancelling an order
You can cancel at any time before your order is dispatched by messaging us on WhatsApp or calling +971 54 578 8411 with your order reference. Anything you have paid, including the delivery fee, is refunded in full.
Once your order has been dispatched it can no longer be cancelled. You can still refuse the delivery, and the change-of-mind rules below apply; the AED 25.00 delivery fee is not refunded unless something was wrong with the order.
We may cancel an order if a product is unavailable, if there was a clear pricing error, or if we cannot deliver to your address. If we do, we tell you promptly and refund anything you have paid in full.
Damaged, faulty or wrong items
If an item arrives damaged or leaking, is not what you ordered, or is missing, please tell us within 48 hours of delivery. If you find a quality problem with an unopened product before its best-before date, tell us as soon as you notice it. Send a WhatsApp message with:
- your order reference
- photos of the item and its outer packaging
- the lot number and best-before date printed on the pack
You choose whether we replace the item or refund it. If the whole order is affected, we also refund the delivery fee. We collect the item at no cost to you or, where collection isn't practical (for example a leaking bottle), we may ask you to dispose of it safely.
Changed your mind
You may return products that are unopened, sealed and undamaged within 7 days of delivery. Message us to arrange collection. We refund the product price. The original delivery fee is not refunded, and a collection charge equal to our delivery fee (AED 25.00) is deducted.
For food safety reasons we cannot accept change-of-mind returns of opened products.
How refunds are paid
- Paid by payment link: refunded to the same card or account through the payment provider.
- Paid in cash on delivery: refunded by bank transfer to a UAE bank account in the name of the person who placed the order.
We issue refunds within 7 days of approving them. Your bank may take additional time before the credit appears.
Business customers
For trade orders placed under a written quotation, the return and cancellation terms in that quotation apply.
Your legal rights
This policy does not limit your rights under UAE law. Under Federal Decree-Law No. 14 of 2023, these include the right to return or exchange goods that are defective, damaged, incomplete, not as described or delivered late. Your rights under Federal Law No. 15 of 2020 on Consumer Protection also apply.