Return & Refund Policy

At Royal Desert Farm , we are committed to delivering fresh, high-quality dairy, meat, honey, dates, and other farm-fresh food products across the UAE. Because our products are fresh and perishable, we have specific return and refund conditions to protect product quality, food safety, and customer satisfaction.

Please read the following Return & Refund Policy carefully before placing your order.

Return Guidelines

Eligibility for Returns

Due to the perishable nature of our food products, customers must report any spoiled, rotten, damaged, or incorrect product within 20 minutes of delivery.

A return, replacement, or refund may be considered when:

The product arrives spoiled or rotten.
The product is damaged during delivery due to the responsibility of Royal Desert Farm or its delivery service.
You receive an incorrect product.
The delivered product has an issue that was caused before or during delivery.

Important: Customers must contact Royal Desert Farm within 20 minutes of receiving the order for eligible food-product complaints.

For faster assistance, customers should provide their order number and clear photos or videos of the affected product.

Delivery Responsibility by UAE Location

Our delivery arrangements may differ depending on the emirate.

Dubai, Sharjah & Ajman

For deliveries handled by Royal Desert Farm delivery drivers, if a product is damaged during delivery due to our delivery service, please contact us directly by email so that we can review the issue and arrange an appropriate refund or replacement.

Abu Dhabi, Al Ain, Ras Al Khaimah, Fujairah & Umm Al Quwain

For deliveries handled by a third-party local courier service, customers should report delivery-related damage to the applicable courier service. The courier may be responsible for claims arising from damage caused during its transportation.

If you are unsure whether your order was delivered by Royal Desert Farm or a third-party courier, please contact us at contact@royaldesertfarm.com with your order number.

Non-Returnable Items

For food safety and hygiene reasons, perishable food products cannot normally be returned after they have been opened, consumed, or kept outside the required storage conditions.

The following situations may not qualify for a return, replacement, or refund:

Products that have been opened or consumed, unless the issue was reported within the applicable 20-minute period and approved by Royal Desert Farm.
Products that become spoiled or damaged because they were not collected or stored properly after delivery.
Products affected because the customer was unavailable to receive the order.
Products left outside the required cooling conditions for an extended period.
Items specifically marked as final sale or non-returnable, where applicable.

Important Delivery Instructions

Customers should make appropriate arrangements to receive their order at the selected delivery time.

If you are not available when the delivery arrives, please ensure that a cooler/ice box with sufficient ice and water is available at the designated delivery location so that perishable products can remain cool.

If the customer is unavailable and does not respond to the delivery driver’s calls or WhatsApp messages, the driver may leave the order at the designated location and provide delivery evidence, such as photographs and call records.

Royal Desert Farm is not responsible for products that become spoiled, rotten, or damaged because of a customer’s delay in collecting or properly storing the delivered products.

How to Request a Return, Replacement, or Refund

If you receive a spoiled, rotten, damaged, or incorrect product, please follow these steps:

1. Contact Us Within 20 Minutes

Contact our customer support team as soon as possible and within 20 minutes of delivery.

Email: contact@royaldesertfarm.com

Please provide:

Your order number
Name of the affected product
A brief description of the issue
Clear photos or videos of the product, if applicable

2. Order Review

Our customer support team will review your complaint and the information provided.

We may request additional details or photographs to verify the condition of the product and determine whether it qualifies for a refund or replacement.

3. Refund or Replacement

If the complaint is approved, Royal Desert Farm may provide:

A replacement product, subject to availability; or
A refund for the eligible product/order, depending on the circumstances.

The final resolution will depend on the nature of the issue and the applicable delivery responsibility.

Refund Process

If your refund request is approved, the refund will generally be processed to the original payment method, where applicable.

Refund Processing Time

After a refund has been approved, the amount may take approximately 10 to 45 days to appear in the customer’s account, depending on the payment method and the processing time of the customer’s bank or card issuer.

Refund Amount

The refund may cover the eligible product amount. Shipping or delivery charges may not be refundable unless the issue was caused by an error or service failure attributable to Royal Desert Farm.

Damaged, Incorrect, or Defective Products

If you receive a damaged, spoiled, rotten, or incorrect product, contact us within 20 minutes of delivery.

For food-safety reasons, please do not wait until a later date to report a problem.

To help us resolve the issue quickly, provide:

Order number
Product name
Photos or videos of the affected product
Description of the problem

After reviewing the complaint, Royal Desert Farm may arrange a replacement during an upcoming delivery or provide an eligible refund, depending on the circumstances.

Cancellation Policy

Because many of our products are fresh and perishable, orders may be prepared or processed shortly after they are placed.

If you need to cancel an order, contact us immediately after placing the order.
Orders that have already been processed for shipping or dispatched may not be eligible for cancellation.
Once an order has been dispatched, cancellation may not be possible.

For cancellation assistance, contact:

Email: contact@royaldesertfarm.com

Out-of-Stock or Unavailable Products

In rare circumstances, a product may become out of stock or unavailable after an order has been placed.

If this happens, Royal Desert Farm will notify the customer where applicable and may process a refund for the unavailable product/order amount, depending on the circumstances and payment method.

Frequently Asked Questions

Can I return a food product after delivery?

Because our products are fresh and perishable, returns are generally not accepted after delivery. If a product is spoiled, rotten, damaged, or incorrect, you must report the issue within 20 minutes of delivery.

How long do I have to report a damaged or spoiled product?

You must contact Royal Desert Farm within 20 minutes of delivery for an eligible food-product complaint.

What should I do if I receive the wrong product?

Contact us within 20 minutes of delivery and provide your order number, product details, and clear photos or videos. Our team will review the issue and may arrange a replacement or eligible refund.

What happens if I am not available when my order is delivered?

Customers should make arrangements to receive their order at the selected delivery time. If you are unavailable, a cooler/ice box with sufficient ice and water should be available so that perishable products can remain properly cooled.

Will I get a refund if my food spoils because I did not collect the delivery?

No. Royal Desert Farm is generally not responsible for products that spoil or become damaged because the customer was unavailable or delayed in collecting or properly storing the order after delivery.

How long does a refund take?

Approved refunds may take approximately 10 to 45 days to appear, depending on the payment method and the customer’s bank or card issuer.

Do I need photos for a refund or replacement?

Yes. Customers should provide clear photos or videos of damaged, spoiled, rotten, or incorrect products to help our team review the complaint.

Contact Us

If you have any questions about our Return & Refund Policy, or if you have an issue with your order, please contact Royal Desert Farm: