When you buy from www.falconfresh.com we want you to be happy with your purchase. So if you need to return a product, get it exchanged or refunded, we want to make it as easy as possible.
Bought from www.falconfresh.com
Here is everything you need to know:
Our refund policy
If any of our products fall below the high standard you expect, we will happily refund or exchange it according to the terms and conditions set out below.
- www.falconfresh.com is unable to procure products: a reasonable time of 7-10 days from the date of authorization has to be given.
- Products faulty on arrival and non repairable.
- Products are lost in deliveries.
- Product is not repairable.
- Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Bundle offers or “Buy 1 Get 1 free” offers: In this case you will have to return all the items in this offer.
- Refund settlement will take place once the returned product has been received back and a quality check has taken place, this procedure normally takes 4-5 days, then 2 business days to issue the refund. Please be aware that sometimes the refund will not show on your account until the next statement cycle is issued from your bank.
- We will refund the delivery charge in full if the product received is faulty / damaged and you return all products of your order at the same time. If you choose to keep some of the products, we will retain the balance of the delivery charge that applies to the products you keep.
- Please keep all items with their complete packaging and inside packaging intact if you intend to refund any items within the conditions set out. No exchange or refund will be considered without it.
- 7 Days money back Guarantee if you change your mind, provided that the merchandise is as new, in a re-sellable condition, refund can be granted upon www.falconfresh.com approval within 7 days after delivery. (Exceptions apply) However the normal delivery or supplier delivery charge as well as card transaction charges will be charged back as well as any additional charges incurred by courier collection.
How to return a product
All orders will be refunded if the product is received “Faulty / damaged” or within a 7 day period if the product is found to be Faulty (Exceptions apply) in such cases the product must be returned with all correct manuals, packaging intact and all correct cables that came with the product, if any of these are found to be incorrect then the refund will not be processed. (Contact customer services for courier uplift date)
After the 7 day window for refund of faulty products any product that becomes faulty after this period will be subject to the manufacturer's warranty, www.falconfresh.com customer support can assist in directing you to a Falcon location so that after sales service with the supplier can be arranged. ( where applicable)
Any product past the initial period of refund as set out above and after the manufacturer warranty period will not be eligible for either refund or exchange.
Courier delivered products
If the product was delivered to your home or office by a courier, we can arrange a courier collection for its return. Call customer services at +971 56 5464241 to arrange this. Please make sure courier collected products are well packaged for their return journey all outer packaging must be in the condition it was received in.
Supplier delivered and large products
Larger products or products delivered directly by one of our suppliers. To return these products call our customer services at +971 56 5464241. We'll arrange for the supplier to contact you to agree a suitable collection date.
Falcon Shops will not be replacing or refunding any product purchased through www.falconfresh.com site, all refunds/exchange will be managed and accepted by www.falconfresh.com customer services team.
How to exchange or replace a product
In case of an incident where a replacement product may be required again please contact the customer services team who will arrange this in line with the Terms & Conditions for replacement and/or faulty products.
Terms & Conditions –Grocery Return
Period of Return
Perishable goods (e.g. meat, vegetables, fresh food)
Within 24 hours.
Non-perishable goods (e.g. toiletries, cleaning products)
Up to 7 days
Call customer services +971 56 5464241 to arrange a courier collection. If you paid by card, we will refund you on the same once the quality check has been carried out.
Charges and getting your refund
Returns are free of charge for dead received items. Charges will apply for items where you the customer change your mind after the product has been shipped.
If you have told us you're going to return all of your order within seven working days of receiving it due to faulty products we will refund your delivery charge in full. If you're only returning some of the products, or all of the products but after the seven working day period, your delivery charge will not be refunded and further charges for uplift may apply.
Getting your refund
If a courier collects your returned product, your refund will be on the card you used to pay and will be as per the next billing cycle once we've received your returned product on Falcon approval. You must also return any free or discounted products bought together as part of a promotional offer. If the product does not fully comply with our policy, we reserve the right to charge a restocking fee.
Your Consumer rights
Nothing in our returns policy affects your consumer rights.