Return & Refund Policy

Last Updated: August 2026

At Kera Fresh, we are committed to delivering fresh, high-quality food products to our customers across the UAE. Customer satisfaction is important to us, and we strive to ensure that every order reaches you in excellent condition.

Due to the perishable nature of the products we sell, all purchases are considered final once they have been delivered. We are unable to accept returns after delivery as we cannot guarantee the quality and safety of products once they have left our control.

If you receive an order that is damaged, incorrect, spoiled, or not in acceptable condition at the time of delivery, please contact our customer support team within 24 hours of receiving your order. To help us investigate your request, you may be asked to provide your order number, a description of the issue, and clear photographs of the product and its packaging.

After reviewing your request, Kera Fresh will determine whether a refund, replacement, or another suitable resolution is appropriate. Each case is assessed individually to ensure a fair outcome for both our customers and our business.

Refunds or replacements may be approved if the issue is the result of an error during preparation, packaging, or delivery. Requests may not be approved if the products have been improperly stored or handled after delivery, if incorrect delivery information was provided at the time of purchase, or if the request is made outside the specified reporting period.

Orders may be cancelled before they are dispatched for delivery. Once an order has been prepared or dispatched, cancellation requests cannot be accepted because of the time-sensitive and perishable nature of the items.

If your approved request qualifies for a refund, the amount will be processed using the original payment method whenever possible. The time required for the refund to appear in your account may vary depending on your bank or payment provider.

Kera Fresh reserves the right to refuse any refund or replacement request that does not meet the conditions outlined in this policy or where misuse or fraudulent activity is suspected.

If you have any questions regarding this Return and Refund Policy or need assistance with an order, please contact our customer support team using the contact details provided on our website. We are committed to resolving genuine concerns promptly and ensuring a positive shopping experience for every customer.