Return Policy
· Returns are accepted only if the order has not been delivered to the customer and remains in “Hadiya’s” possession, meaning it has not been dispatched for delivery and/or has not been handed to the delivery driver.
· Once the order is out for delivery or delivered to the customer, it is considered received and cannot be returned.
Refund Policy
· If the return request meets the conditions stated above and is approved by “Hadiya”, the amount will be refunded to the same payment method used at checkout.
· Refunds are processed within 7 to 14 business days from the date the return is approved. Processing time may vary depending on the bank or payment service provider.
Minor Variations in Color/Details “Al Taybeen Treat”
· Please note that “Al Taybeen Treat” includes parts/components sourced from traditional/local markets, and minor defects or slight variations may appear in some pieces. This is normal given the nature of such items. Therefore, returns or exchanges are not accepted for “Al Taybeen Treat” due to these minor defects or visual variations, as they may be present across multiple available units.
· Product color shades may vary slightly in real life due to lighting, photography, or material characteristics, and this is not considered a reason for return.
Food Items & Chocolate Storage
· This product contains chocolate and must be stored in a cool, air-conditioned place, away from heat and direct sunlight.
· “Hadiya” ensures the product is delivered in good condition at dispatch and upon delivery. The company is not responsible for any damage after delivery resulting from improper storage or exposure to heat.
Color Exchange
· Color exchange is possible only if the order has not been shipped and has not been dispatched for delivery with the delivery driver.
· Once the order has been prepared and dispatched for delivery, the color cannot be changed.
Exchange in Case of Company Error
· If an incorrect color/product is delivered compared to the confirmed order, “Hadiya” will cover the exchange and delivery.
Delivery Time Across the UAE
· Orders are delivered within 2 to 3 business days across all seven Emirates of the UAE.
Working Days
· Business days refer to official working days and exclude weekends and public holidays.
Delivery Details Confirmation
· After placing the order, the customer will be contacted by the delivery representative to confirm the address, contact number, and agree on the delivery date, time, and location.
Factors That May Affect Delivery Time
Delivery may take longer in circumstances beyond the company’s control, such as:
· Severe weather conditions (e.g., heavy rain).
· Road closures or unusual traffic congestion.
· Customer/recipient unavailability or inability to be reached. The customer will be notified of any updates to the delivery schedule.
Important Requirements to Ensure Delivery
· Please ensure you provide a correct and detailed address and an active phone number available to answer.
Delivery Policy When No Recipient Is Available
· The delivery date, time, and location are coordinated with the customer in advance.
· If the driver arrives at the agreed location and no recipient is available, a second delivery attempt will be scheduled at a mutually agreed time.
· If the order is not received on the second attempt, the customer must collect the order from the company’s location during the designated collection hours.
Please note that delivery within the country is subject to a defined service coverage area.
Accordingly, delivery may not be available to these areas due to the distance. These areas are considered outside “Hadiya”’s approved delivery coverage.
List of non-service areas is as follows:
Abu Dhabi: Tarif, Marfa, Ruwais, Beda Zayed, Zayed City, Sila – Near KSA border, Gwaifath, Das Island, Delma Island, Ghayathi, Jabel Dhana, Liwa, Asab, Bainoona, Buhasa, Habshan, Journ Ya Four, Delma Island, Ashoosh 2, Ajban.
Al Ain: Abu Grayah, Al Malaqet, Al Ain Faytha, Khatm Shakla, Nahel, Sewaihan, Umm Al Wattah, Aflaj District, Umm Zamool.
Dubai: Tigerwood Project, Bab Al Shams, Dubai Outer Bypass Road.
Sharjah: Wadi Al khor, Bahayis, Al Waab, Al Tayy Subrub, Wadi Asfai, Nasslah, Wadi Ejili, Raffak.
Um Al Quwain: Lipsa.
Ras Al Khaimah: Huwailath, Wadi Asimah, Steven Rock Area, Umm Urge, Wadi Al Munay, Banyantree Wadi (Valley), Chup Chup, Defence Camp, Mukawurra.
Fujairah: Wadi Mai, Wadi Halo, Al Goona, Shiji – Fujairah, Wadi Al Abadila, Wadi Sadar, Siji al Hail (Dusan site), Jeroof, Asma, Nehwa, Ohla.
