Refund policy

1. Why this policy is different from a retail policy

We prepare fresh food to order. Every order enters a production plan, and its ingredients are bought for it. Once that has happened, an unsold platter cannot be resold, redirected or stored. For that reason our cancellation and refund rules are stricter than those of a retailer selling non perishable goods, and we set them out here in full so that you can read them before you pay.

2. Cancelling an order

You may cancel your order free of charge, for any reason and without justification, up to 7 days before the delivery date. Write to contact@c-gastronomie.ae with your order number. We confirm every cancellation in writing.

Once your order is inside the 7 day window before delivery, it can no longer be cancelled, and no refund is due. This applies whether or not the products have already been prepared.

Orders placed less than 7 days before the delivery date are firm as soon as they are confirmed, and carry no right of cancellation. Our short lead time exists so that you can order at short notice. In return, an order placed at short notice commits its ingredients to your delivery immediately. Please check your delivery date and your quantities before you pay.

3. Changing an order

A change of delivery date, delivery address, or order contents is treated as a cancellation followed by a new order, and is subject to the same 7 day rule. Within the 7 day window we will always try to accommodate a change of address within the same delivery zone, but we are not obliged to.

4. Perishable products and the right of return

Our products are prepared food, made to order and perishable. They cannot be returned once delivered, and they are not subject to a right of return or exchange after delivery. This is the case for food, and for any beverage whose seal has been broken.

Unopened beverages and unused service items delivered in their original sealed packaging may be returned within 48 hours of delivery, provided they are in a resaleable condition. Return transport is at your cost, unless the return follows an error on our part.

5. If something is wrong with your order

If an item is missing, damaged, does not correspond to what you ordered, or is not fit for consumption on arrival, tell us on the day of delivery, at the time of receipt where possible, by email to contact@c-gastronomie.ae. Photographs help us settle a claim quickly.

Where the claim is founded we will, at our choice and in agreement with you, replace the item, issue a credit for a later order, or refund the item. Where the fault affects the whole order we refund the whole order, including the delivery charge.

Because our products are perishable, a claim raised after the day of delivery cannot be verified and will not be accepted.

6. If we cancel

Where we cancel an order, for any reason, we refund it in full, including the delivery charge.

7. How refunds are made

Refunds are made to the original payment method. We issue the refund within 3 working days of accepting the claim. The time it takes to appear on your statement depends on your bank, usually between 5 and 10 working days.

Where an order has been invoiced, we issue a Tax Credit Note showing the VAT credited, in accordance with UAE VAT requirements.

8. Rental items

Rental items are not sold and are therefore not refundable. Where a rental item is not collected or not returned as agreed, the replacement value is charged.