Return and Refund Policy

At Europafoodxb, we take great care to ensure the quality and accuracy of every order. However, we understand that issues may occasionally arise. Please read our detailed return and refund policy below to understand how we handle refunds, damaged goods, missing items, and substitutions.

1. Reporting Issues

Due to the perishable nature of our products, any issues relating to your order — including damaged, missing, incorrect, or unsatisfactory items — must be reported to us within 24 hours of delivery.
Please contact us via email at [email protected] with:

• Your order number

• A clear description of the issue

• Supporting photographs (if applicable)

Unfortunately, we are unable to process any claims reported after 24 hours of delivery.

2. Damaged Items

If you receive any items that have been damaged in transit, we will require:

• Photographic evidence clearly showing the damaged product(s)

• Photos of the packaging, including external damage (if applicable)

Please email these images to [email protected] within 24 hours of delivery.

Once verified, we may:

• Offer a refund or

• Provide a replacement item where possible

We may also arrange a collection of the damaged goods at our own cost for further inspection or return to the manufacturer.

3. Missing or Incorrect Items

If an item is missing from your order or you have received the wrong item, please notify us within 24 hours of receiving your delivery.
In such cases, we will:

• Offer a refund for the missing/incorrect item

• Provide a replacement, if available

• Apply a credit note to your account (upon request)

4. Substitutions

While we do our best to keep all items in stock, due to the nature of our extensive range of over 6,000 products, availability can vary.

Unless specifically instructed otherwise at checkout, we reserve the right to substitute unavailable products with a similar product of:

• Equal or greater value

• Comparable brand and specifications

If you do not wish to receive substitutions, please clearly state this in the order notes when placing your order and untick the box “Accept Subs?”.

5. Non-Returnable Items

Please note that perishable goods, including all fresh, chilled, or frozen items, are non-returnable unless:

• They arrive damaged

• They are proven to be faulty or not fit for consumption

We are unable to accept returns for perishable items based on personal taste preferences or if storage instructions were not followed correctly.

6. Refunds

Approved refunds will be processed to the original payment method used at checkout. Please allow up to 5-7 business days for the refund to appear in your account, depending on your payment provider.

7. Collection of Returned Items

In certain cases, especially for high-value or bulk products, we may arrange a courier collection at no extra cost to you. Please ensure the item(s) are securely packaged and ready for collection at the agreed time.

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