1. Nature of our products

Manisha’s Bakery and Sweets LLC sells fresh, semi-perishable, and packaged food products, including snacks, sweets, bakery items, chaat items, masalas, chutneys, and speciality atta. Because these are consumable food products, our approach to returns differs from that used for non-food retail items, as explained below.

2. Order cancellation
  • You may cancel your order free of charge at any time before it has been dispatched or prepared for delivery, by contacting us on WhatsApp at +971 52 716 7676 or by email, quoting your order number.
  • Once an order has been dispatched, packed, or handed to a delivery partner, it can no longer be cancelled, but the provisions on damaged, incorrect, or spoiled items below will apply.
3. Returns and exchanges

Because our products are food items that are perishable, made fresh to order, or sold with a limited shelf life, they are exempt from the standard 14-day “change of mind” return window that applies to non-perishable retail goods under UAE consumer protection law. This exemption, and the terms below, are disclosed here and at checkout before you complete your purchase.

As a result, we cannot accept returns or offer refunds for:

  • Change of mind after an order has been prepared or dispatched.
  • Products that have been opened, partially consumed, or not stored in line with the instructions on the packaging.
  • Products correctly delivered in good condition matching the order placed.
4. Damaged, incorrect, or spoiled items

You are entitled to a replacement, store credit, or refund (at our discretion) where:

  • The item received is damaged, spoiled, or not fit for consumption on arrival.
  • The item received does not match what you ordered.
  • The item is missing from your delivery.

To claim, please:

  • Contact us within 24 hours of delivery, on WhatsApp at +971 52 716 7676 or by email to [email protected].
  • Provide your order number and clear photographs of the item received, including the packaging and any visible issue.
  • Keep the item until we confirm how the claim will be resolved; we may ask for it to be returned or collected.

We will assess claims promptly and fairly. Where a claim is approved, we will offer a replacement of the item, a store credit, or a refund to your original payment method, at your preference were reasonably possible.

5. Refund method and timing

Approved refunds are processed to the original payment method used at checkout. Refunds to cards or online payment methods are typically returned within [insert number] business days of approval, though your bank or card issuer may take additional time to reflect the refund in your account. Refunds for orders paid on delivery are issued as bank transfer or store credit, as agreed with you.

6. Delivery charges

Delivery charges are refunded only where the order was not delivered, was cancelled before dispatch, or was affected by an error on our part (such as an incorrect or spoiled item). Delivery charges are not refunded for change-of-mind cancellations after dispatch.

7. Bulk and wholesale orders

Bulk and wholesale orders placed through our wholesale inquiries channel may be subject to separate commercial terms agreed with you in writing, including different cancellation and return conditions, which will take precedence over this Policy for that order.

8. Allergen and dietary information

Please review product descriptions and ingredient information carefully before ordering, particularly if you have food allergies or dietary requirements. If you believe you have received a product that does not match its stated ingredients or dietary claim (for example a vegetarian claim), contact us immediately using the details in Section 4.

9. How to contact us about a refund or return
  • WhatsApp: +971 52 716 7676
  • Email: [email protected]
  • Please have your order number ready when you contact us.
10. Governing law

This Policy is governed by the laws of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. Nothing in this Policy limits any statutory right you have as a consumer under UAE law, including your right to a refund, replacement, or repair for defective or misdescribed goods.