Returns and Complaints Policy

Last updated: August 2026

Our commitment

FlavourShop.ae is committed to ensuring every order meets the technical specifications listed on the platform. If you receive a product that does not match its listed specification, we will work with the relevant supplier to resolve the issue.

Reporting an issue

If you receive a product that appears damaged, incorrectly labelled, or does not match its technical data sheet, contact us within 48 hours of delivery at support@flavourshop.ae with the following information:

• Your order reference number.
• The product name and code.
• A description of the issue.
• Photographs of the product and packaging where relevant.

Resolution process

We will acknowledge your complaint within 24 hours and liaise with the supplier on your behalf. Resolution timelines depend on the nature of the issue and the supplier's assessment. We aim to resolve all complaints within 10 business days.

Returns

Due to the nature of food grade ingredients, we do not accept returns of opened or used products. Unopened products in their original packaging may be eligible for return subject to supplier approval. Return shipping costs are the responsibility of the buyer unless the return is due to a supplier error.

Refunds

Refunds are issued at the discretion of FlavourShop.ae and the relevant supplier following investigation. If a refund is approved, it will be processed by bank transfer within 10 business days of approval.

Complaints about the platform

For complaints about the platform, ordering process, or customer service, contact support@flavourshop.ae directly. You will receive a response within 24 hours on business days.