Spend 105 AED and above for Free Delivery!

Delivery All Over UAE!

Refund & Return Policy

REFUND & RETURN POLICY

Last Updated: 26-02-2026
Merchant: Old Bazaar General Trading LLC
Website: www.bakkal.ae

 

 

1. Overview

At Bakkal.ae, we strive to ensure customer satisfaction while maintaining fair operational standards for grocery and perishable goods.

This Refund & Return Policy forms an integral part of our Terms & Conditions and governs cancellations, refunds, replacements, and order-related claims.

 

 

2. Order Cancellation

Customers may request cancellation at any time before the order enters the final preparation or dispatch stage.

Once the order has been:

  • Picked and packed,

  • Allocated for delivery scheduling,

  • Prepared for dispatch, or

  • Dispatched from our facility,

cancellation may no longer be possible.

Due to the nature of grocery operations and perishable products, orders are processed promptly after placement. Bakkal.ae reserves the right to decline cancellation requests once operational processing has commenced.

Approved cancellations will be refunded to the original method of payment.

Cancellation requests must be submitted through official customer support channels.

 

 


3. Eligible Refund Cases

Refunds or replacements may be granted in the following situations:

  • Incorrect item delivered

  • Missing item(s)

  • Damaged item(s) upon delivery

  • Quality concerns relating to freshness

Claims must be reported within 48 hours of delivery.

For fresh, chilled, or frozen products, customers are strongly encouraged to report issues within 24 hours of delivery. 

Failure to report within the stated timeframe may result in denial of the claim.

We may request supporting evidence (such as photos or order details) to assess the claim.

.

 

 

4. Non-Refundable Situations

Refunds will not be granted in the following cases:

  • Incorrect or incomplete delivery information provided by the customer

  • Customer unavailability at the delivery address

  • Claims submitted beyond 48 hours of delivery

  • Improper storage or handling after delivery

  • Normal variations in packaging, weight, or labeling that do not affect product quality

  • Change of mind after delivery for perishable goods

 

 

5. Perishable Goods Policy

Many products sold on Bakkal.ae are fresh, chilled, or frozen.

Once delivery is successfully completed:

  • Responsibility transfers to the customer

  • Proper storage becomes the customer’s responsibility

Claims relating to spoilage caused by improper storage will not be accepted.

 

 

6. Partial Refunds

Where only part of an order is affected (e.g., one missing or damaged item), a partial refund may be issued corresponding to the affected product(s).

 

 

7. Replacement Policy

Where appropriate and subject to availability, we may offer a replacement instead of a refund.

If replacement is not feasible, a refund will be processed in accordance with this Policy.

 

 

8. Refund Method & Processing Time

All approved refunds will be processed only to the original method of payment used at checkout.

We do not issue cash refunds for card payments.

Refund timeline:

  • 5–10 business days for internal processing

  • 7–30 business days depending on the issuing bank or payment provider

Actual timing may vary based on the customer’s financial institution.

 

 

9. Fraud Prevention & Abuse

Bakkal.ae reserves the right to:

  • Refuse refund requests where abuse or repeated unjustified claims are suspected

  • Suspend accounts involved in excessive refund patterns

  • Request verification or supporting evidence

  • Provide transaction and delivery records to financial institutions in case of disputes

 

 


10. Chargebacks

Customers are encouraged to contact us directly to resolve any issue before initiating a chargeback with their bank.

In the event of a chargeback:

  • We reserve the right to submit proof of delivery, transaction records, and communication logs

  • Accounts involved in unjustified chargebacks may be suspended

 

 

11. Governing Law

This Refund & Return Policy is governed by the laws of the United Arab Emirates.

Any disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the Dubai Courts.