Refund policy

RETURN AND REFUND POLICY

Last updated: September 4, 2026

Because Papaya Wadi Shaam sells food products, we apply a special return policy to protect product safety and customer health.

1. Non-Returnable Products

For health and safety reasons, we do not accept returns or exchanges of food products that were delivered in good condition because of a change of mind, taste preference, or selection of an unsuitable size, whether opened or unopened, to the extent permitted by applicable law.

A product cannot be returned when:

• The container has been opened or its safety seal removed.
• The product has been used or partly consumed, except to the extent reasonably necessary to identify a defect.
• The product was stored incorrectly after delivery.
• The product expired because it was retained after delivery.
• The customer does not prefer the taste or spice level, but the product matches its description.
• The customer selected the wrong size or quantity.

1. Damaged, Defective, or Incorrect Products

Please inspect your order immediately after delivery. Contact us as soon as possible, preferably within 24 hours of delivery, if:

• A container arrives broken, damaged, or leaking.
• You receive a different product or size from the one ordered.
• The product is expired when delivered.
• The product has a safety issue or defect that existed before delivery.

Your request should include:

• The order number.
• The customer’s name and telephone number.
• A clear description of the problem.
• Clear photographs of the product, external packaging, and label.
• A photograph of the production date, expiry date, and batch number where available.

Please retain the product and packaging until we complete our review.

After verifying the issue, we will provide an appropriate remedy in accordance with applicable law, such as replacing the product or refunding the price of the affected product.

1. Delivery Fees

Original delivery fees are non-refundable once the delivery service has been performed, even when a refund of the product price is approved.

The customer is responsible for additional delivery charges resulting from an incorrect address or telephone number, the absence of a person to receive the order, or the refusal of a correctly supplied order.

This section does not affect any mandatory rights available to consumers under applicable law.

1. Order Cancellation

You may request cancellation before the order is prepared or handed to the delivery company. We will attempt to accept the cancellation where reasonably possible.

Cancellation cannot be guaranteed after preparation or dispatch has begun. If the order has already been dispatched, completed delivery charges and costs already incurred in fulfilling the order will not be refunded, to the extent permitted by law.

1. Failed Delivery

Customers are responsible for providing an accurate delivery address and telephone number and for being available at the agreed delivery time.

If delivery cannot be completed because of incorrect information, failure to respond, or the recipient’s absence, a new delivery fee may be charged before redelivery. The fee for the first delivery attempt is non-refundable.

1. Refund Method and Timing

When a refund is approved:

• The eligible amount will be returned to the original payment method where possible.
• We normally initiate the refund within five business days after approval.
• Your bank or payment provider may require additional time to display the amount in your account.
• The refund does not include completed delivery fees unless otherwise required by law.

If the amount does not appear after you receive confirmation of the refund, please contact your bank or card provider first, followed by us if the issue continues.

1. Returning a Product

Do not send or hand a product to a delivery company without our written approval.

If we need to receive the product for inspection, we will provide instructions and a return address after approving the request. Products sent without prior approval might not be accepted.

1. Products Purchased From Retail Locations

If you purchased the product from another shop or retail location, please contact that seller directly and provide your purchase receipt. Refunds must generally be processed by the seller that received the payment.

1. Contact Us

For a damaged or incorrect product, or to request a refund, contact:

Papaya Wadi Shaam
Email: papayawadishaam@gmail.com
Location: Shaam, Ras Al Khaimah, United Arab Emirates

Please use “Refund Request – Order Number” as the email subject.

1. Statutory Rights

This policy applies to the extent permitted by law and is not intended to exclude or limit any mandatory consumer rights provided by the laws of the United Arab Emirates.

1. Governing Language

This policy is available in Arabic and English. If an unintended inconsistency exists between the versions, the Arabic version will prevail to the extent permitted by law.