Last Updated: September 2026

At CROWNIES Food Industries, we are committed to providing products that meet our quality standards. Please review the following Refund and Returns Policy before placing an order.

1. Eligibility for Returns

Due to the nature of food products, returns are generally not accepted once an order has been delivered, except in cases where:

  • The product was damaged during delivery
  • The wrong product was delivered
  • The product received is defective or unfit for use
  • There is a clear manufacturing or packaging issue

To be eligible for review, the product must be unused, unopened where applicable, and in its original packaging.

2. Reporting an Issue

Any issue with an order must be reported within 48 hours of delivery.

Please contact us and provide:

  • Order number
  • Product name
  • Description of the issue
  • Clear photos or videos showing the problem
  • Delivery date

Claims submitted after this period may not be eligible for replacement or refund.

3. Refunds

If your claim is approved, we may offer one of the following depending on the case:

  • Product replacement
  • Store credit
  • Partial refund
  • Full refund

Approved refunds will be processed using the original payment method where possible.

Processing times may vary depending on the payment provider or bank.

4. Non-Returnable Items

The following items are generally not eligible for return or refund:

  • Opened or used food products
  • Products damaged after delivery due to improper storage or handling
  • Products purchased under special clearance or promotional conditions
  • Custom-made products
  • Private label products
  • Products manufactured according to specific customer requirements
  • Bulk or wholesale orders once production has started, unless otherwise agreed in writing

5. Private Label and Custom Orders

Private label, customized, and made-to-order products are produced according to approved specifications and are therefore non-refundable once production has started.

If there is a verified manufacturing defect or discrepancy from the approved specifications, CROWNIES will review the matter and determine an appropriate resolution.

6. Wholesale and Export Orders

Refunds and returns for wholesale, distributor, foodservice, and export orders are subject to the terms stated in the applicable quotation, proforma invoice, sales agreement, or supply contract.

Any discrepancy, damage, or shortage must be reported within the agreed inspection period.

7. Delivery Damage

If your order arrives damaged:

  • Do not discard the packaging
  • Take clear photos or videos immediately
  • Contact us within 48 hours
  • Keep the affected products available for inspection if requested

8. Incorrect Orders

If we send the wrong product or quantity, please contact us within 48 hours of delivery.

Once verified, we will arrange an appropriate replacement, correction, or refund.

9. Order Cancellations

Orders may be cancelled before processing or production begins.

Once an order has entered preparation, manufacturing, customization, or dispatch, cancellation may no longer be possible.

For private label and custom manufacturing orders, cancellation terms will depend on the stage of production and any costs already incurred.

10. Storage and Handling

Customers are responsible for storing products according to the storage instructions shown on the packaging.

CROWNIES cannot accept responsibility for deterioration caused by incorrect storage, exposure to heat, contamination, or improper handling after delivery.

11. How to Contact Us

For return, refund, replacement, or order-related requests, please contact:

CROWNIES Food Industries
Al Ain, United Arab Emirates
Email: info@crownies-uae.com
Phone / WhatsApp: +971 50 436 5856
Website: crownies-uae.com