1. Introduction

At SetAlkel Luxury, we are committed to delivering premium food products with the highest standards of quality and freshness. Due to the nature of the products we sell, certain restrictions apply to returns and refunds.

By placing an order through our website, you agree to the terms outlined in this Refund and Returns Policy.

2. Nature of Products

All products sold on SetAlkel Luxury are food products and consumables.

For hygiene, safety, and food handling regulations, returns or exchanges are not accepted once the order has been delivered and received by the customer.

3. Minimum Order Requirement

The minimum order value on our store is:

200 AED (Two Hundred UAE Dirhams) or the equivalent amount in other currencies.

Orders below this amount cannot be processed.

4. Order Verification Upon Delivery

Customers are responsible for checking the order upon delivery.

If there is any issue with the order such as:

  • Missing items
  • Damaged packaging
  • Incorrect products
  • Products spoiled during delivery

The issue must be reported immediately at the time of delivery or within 24 hours of receiving the order.

Reports submitted after this period may not be eligible for review.

5. Eligible Refund Cases

Although returns are not accepted, refunds or replacements may be considered only in the following cases:

  • Incorrect product delivered
  • Missing items in the order
  • Product damaged during delivery
  • Product proven to be defective or spoiled upon arrival

In such cases, customers may be required to provide:

  • Order number
  • Photos of the product
  • Description of the issue

6. Refund Process

If a refund request is approved:

  • Refunds will be issued using the original payment method
  • Processing time may take 5–10 business days, depending on the payment provider.

7. Non-Refundable Situations

Refunds will not be issued in the following cases:

  • The product has been opened or consumed
  • The customer changes their mind
  • Incorrect address provided by the customer
  • Failure to receive the order after delivery attempt
  • Claims submitted after the allowed reporting period

8. Order Cancellation

Orders may be cancelled only before they are processed or shipped.

Once an order has been prepared or dispatched, cancellation is no longer possible.

9. Contact Information

For refund or issue reports, please contact our support team:

Email: support@setalkel.com
Customer Support: Available through our website contact form.