Refund policy
At So-Nourished, we strive to ensure every order arrives in perfect condition. Because our products are freshly made and perishable with short expiry dates, we unfortunately cannot accept returns or exchanges for change of mind, as this aligns with UAE consumer protection regulations for perishable goods (such as food items), which exempt them from standard return periods.
However, if there's ever an issue with your delivered order—such as damage, defects, or receiving the wrong item—please contact us immediately so we can evaluate and make it right. This includes options like a refund, replacement (where feasible given perishability), or store credit, in line with Federal Law No. 15/2020 on Consumer Protection, which entitles consumers to remedies for defective goods.
Damages and Issues
Please inspect your order upon receipt and reach out to us right away if the item is defective, damaged, or incorrect. Provide photos or details of the issue to help us resolve it quickly. You can contact us at support@so-nourished.com (we recommend using this dedicated support email for all customer service inquiries related to orders).
Exceptions / Non-Returnable Items
As per UAE regulations, certain items are non-returnable, including:
- Perishable goods (such as our fresh food products).
- Custom or personalized orders.
- Hazardous materials (if applicable).
We do not accept returns on sale items or digital products.
How to Contact Us
The best way to start any resolution is by emailing support@so-nourished.com with your order number, photos of the issue, and a description of what went wrong. We'll respond within 2 business days and work to resolve it promptly.
Refunds
If we determine a refund is appropriate (e.g., due to a confirmed defect or error on our end), we'll process it to your original payment method within 7 business days of approval. Please note it may take additional time for your bank or card issuer to reflect the refund. If more than 14 business days pass without seeing the refund, follow up with us at support@so-nourished.com.
For any questions about this policy or your order, we're here to help at support@so-nourished.com. This policy complies with UAE Federal Law No. 15/2020 on Consumer Protection and relevant e-commerce guidelines under Federal Decree-Law No. 14/2023, ensuring fair treatment while accounting for the nature of our fresh products.