We sell food. Once a sealed food product has left our hands we cannot verify how it has been stored, so we cannot put it back on a shelf and we will not sell it to anyone else. That single fact shapes everything below — and we would rather state it plainly at the top than bury it.
1 · The rule
Because we deal in food and confectionery, we do not accept change-of-mind returns, and cash refunds are not issued as a matter of course. There is no window in which an order can be sent back because it is no longer wanted. This is a food-safety limit, not a commercial one.
Where something has genuinely gone wrong, section 2 applies and we will put it right.
2 · When we put it right
Contact us and we will resolve it if:
- the item arrived damaged, broken, or with a compromised seal;
- you received the wrong item, or an item is missing from the order;
- the item arrived past its stated date, or too close to it to be used;
- the item is not as described on the product page.
Tell us within 48 hours of delivery or collection — shop@pureredgold.com or WhatsApp — with your order number and a photograph. Please keep the product, its packaging and everything it arrived in until the matter is settled; we may need to see them.
Every case is reviewed individually, and a return or replacement proceeds only once we have approved it after that review.
3 · Replacement first
Where a claim under section 2 is approved, the normal remedy is a replacement — the same item, sent or held for collection at no cost to you.
A cash refund is issued only in rare cases, at our discretion, where a replacement is not possible or not appropriate — for example where the item is out of production or you no longer need it in time. That decision rests with us after inspection.
4 · What cannot be returned at all
- Opened food of any kind. A broken seal cannot be resold, and we will not resell it.
- Fresh sweets — Mixed Sweets, Signature Coconut, Signature Red Berry. These are baked, not shelf confectionery. If something is wrong with them, tell us the same day and section 2 applies.
- Made-to-order items — gift boxes, corporate orders and personalised pieces, once production has begun.
None of this affects your statutory rights where an item is faulty or misdescribed.
5 · Cancelling an order
Before dispatch: cancel in full, no reason needed, refunded in full. That is the point at which changing your mind costs nothing — after dispatch, the sections above apply. Made-to-order items cannot be cancelled once production has begun, and we will tell you when that point is reached.
6 · How an approved refund is issued
On the rare occasion a refund is approved, it goes back to the original payment method — we cannot redirect it to a different card or account. We issue it within 7–14 working days of approving it; your bank then takes its own time to show it, usually a few days more.
Delivery charges are refunded only where the fault was ours. Where part of an order is refunded, any free-delivery threshold is applied to what you actually kept.
7 · If a parcel does not arrive
Contact us and we will trace it with the courier. If it cannot be found we replace it, or refund it where a replacement is not possible. Where a delivery fails because the address or telephone number given was wrong, or nobody was reachable across the attempts the courier makes, see the Shipping & Delivery Policy.
8 · How to reach us
shop@pureredgold.com · +971 56 427 9099 · WhatsApp · or in person at the boutique. Please keep the product, its packaging and any paperwork until the matter is settled.
Nothing in this policy limits your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection. These terms describe how this business operates; they are not legal advice.