Return & Refund Policy

Last Updated: 24 June 2026

At Freshload Exim, customer satisfaction and product quality are our highest priorities. We take great care in sourcing, inspecting, packing, and delivering fresh produce and food products to ensure they arrive in excellent condition.

Because many of our products are fresh and perishable, our return and refund policy is designed to protect both product quality and customer interests.

By placing an order with Freshload International, you agree to the terms outlined in this Return & Refund Policy.

Eligibility for Returns and Refunds

We may offer a replacement, refund, store credit, or order adjustment if:

  • The product was delivered damaged

  • The product was spoiled or unfit for consumption upon delivery

  • The wrong product was delivered

  • Items were missing from the order

  • The product significantly differs from the item ordered

  • The order was not delivered due to our error

All requests are subject to review and approval by our customer support team.

Fresh and Perishable Products

Fresh fruits, vegetables, meat, eggs, dairy products, and other perishable items require special handling and have a limited shelf life.

For quality assurance purposes, customers should inspect all products immediately upon delivery.

Any issue regarding freshness, quality, damage, incorrect items, or missing items must be reported on the same day of delivery whenever possible.

To help us process your request efficiently, we may ask for:

  • Order number

  • Product details

  • Description of the issue

  • Clear photographs of the product and packaging


Replacement Policy

Where appropriate, Freshload International may offer a replacement product instead of a refund.

Replacement requests are subject to:

  • Product availability

  • Verification of the reported issue

  • Customer cooperation in providing supporting information

If a replacement product is unavailable, an alternative solution such as a refund or store credit may be offered.

Refund Policy

Approved refunds may be issued in one of the following forms:

  • Refund to the original payment method

  • Store credit

  • Wallet credit

  • Order value adjustment

  • Alternative approved refund method

Refund processing times may vary depending on:

  • Payment provider

  • Bank processing times

  • Card issuer policies

  • Payment method used during checkout

Once a refund has been approved, processing may take several business days to appear in your account.

Missing or Incorrect Orders

If you receive an incomplete order or an incorrect item, please notify us as soon as possible after delivery.

After verification, we may:

  • Deliver the missing item

  • Replace the incorrect item

  • Issue a partial refund

  • Provide store credit

Our team will work promptly to resolve the issue in a fair and efficient manner.

Order Cancellation

Customers may request order cancellation before products are packed, prepared, or dispatched for delivery.

Once fresh or perishable items have been selected, packed, processed, or dispatched, cancellation requests may no longer be accepted.

Freshload International reserves the right to cancel any order due to:

  • Product unavailability

  • Pricing errors

  • Payment issues

  • Delivery restrictions

  • Suspected fraudulent activity

  • Circumstances beyond our control

If payment has already been collected for a cancelled order, an appropriate refund will be arranged.

Situations Not Eligible for Refunds

Refunds or replacements may not be available in situations including but not limited to:

  • Customer changes their mind after delivery

  • Incorrect delivery information provided by the customer

  • Customer unavailable to receive delivery

  • Product deterioration due to improper storage after delivery

  • Delayed reporting of issues

  • Natural variations in size, color, shape, ripeness, or packaging of fresh produce

As fresh produce is naturally sourced, minor variations are normal and do not constitute product defects.

Quality Assurance Commitment

We carefully inspect and pack every order to maintain the highest quality standards.

If any genuine issue occurs, our customer support team will review the matter promptly and work towards a fair resolution for all parties involved.

Contact Us

For return requests, refund inquiries, order concerns, or customer support, please contact:

Freshload Exim 

Dubai, United Arab Emirates

Email: hello@freshload.ae

Phone: +971 54 751 5179

Website: www.freshload.ae

Our team is committed to ensuring a reliable, transparent, and customer-focused shopping experience.