Last updated: 16 June 2026
Welcome to Freshload Exim. These Terms & Conditions govern your use of our website freshload.ae and your purchase of products from our online store.
By accessing our website, browsing our products, creating an account, placing an order, or using any of our services, you agree to be bound by these Terms & Conditions.
1. About Us
Freshload Exim is an online store offering fresh fruits, vegetables, seasonal produce, and related food products in the United Arab Emirates.
Throughout these Terms, the words “we,” “us,” “our,” and “Freshload” refer to Freshload Exim. The words “you,” “your,” and “customer” refer to the person using our website or placing an order.
2. Use of Our Website
You agree to use our website only for lawful purposes. You must not:
- Use the website for fraudulent or illegal activities
- Provide false or misleading information
- Attempt to interfere with the security or operation of the website
- Copy, reproduce, or misuse any website content without permission
- Place fake, abusive, or unauthorized orders
We reserve the right to restrict, suspend, or cancel access to the website if we believe these Terms have been violated.
3. Product Information
We make reasonable efforts to display accurate product names, images, descriptions, prices, weights, and availability.
However, as many of our products are fresh and seasonal, the actual product may slightly vary in size, shape, color, ripeness, packaging, or appearance from the images shown on the website.
Product availability may change without prior notice. If an ordered item is unavailable, we may contact you to offer a replacement, refund, or order adjustment.
4. Prices and Currency
All prices displayed on our website are in UAE Dirhams (AED) unless stated otherwise.
Prices may change at any time without prior notice. The price charged will be the price shown at the time your order is placed, subject to order confirmation.
Delivery charges, free shipping eligibility, discounts, and promotional offers will be shown during checkout where applicable.
5. Orders
When you place an order on our website, you agree that all information provided is accurate and complete, including your name, phone number, email address, delivery address, and payment details.
After placing an order, you may receive an order confirmation by email, SMS, WhatsApp, or another communication method. This confirmation does not guarantee acceptance of the order.
We reserve the right to refuse, cancel, or limit any order for reasons including but not limited to:
- Product unavailability
- Incorrect pricing or product information
- Payment failure
- Suspicious or fraudulent activity
- Delivery location restrictions
- Incorrect customer information
6. Payments
We may accept online payments, cash on delivery, or other payment methods as displayed at checkout.
Online payments are processed through secure third-party payment providers. We do not store your full card details on our website.
Your order may not be processed until payment is successfully completed, unless cash on delivery or another approved payment method is available.
7. Delivery
We aim to deliver orders within the estimated delivery time shown on the website, checkout page, or communicated by our team.
Delivery times may vary depending on product availability, delivery area, traffic, weather, public holidays, operational issues, or circumstances beyond our control.
You are responsible for providing a correct and complete delivery address and being available to receive the order. If delivery fails due to incorrect details, no response, or customer unavailability, additional delivery charges may apply.
8. Fresh and Perishable Products
Fresh fruits, vegetables, and food products are perishable by nature. We take care to select, pack, and deliver products in good condition.
Customers are advised to inspect the order immediately upon delivery. Any issue related to freshness, damage, missing items, or incorrect items must be reported to us as soon as possible on the same day of delivery, preferably with clear photos.
Once perishable products are accepted and stored by the customer, we are not responsible for quality issues caused by improper storage, handling, delay in reporting, or natural deterioration.
9. Returns, Refunds, and Replacements
Due to the perishable nature of fresh produce, returns may not be accepted unless the product is damaged, spoiled, incorrect, missing, or not as described at the time of delivery.
If there is a genuine issue with your order, we may offer one of the following after review:
- Product replacement
- Partial refund
- Full refund
- Store credit
- Order adjustment
To request a refund or replacement, please contact us with your order number, issue details, and supporting photos where applicable.
Refunds, if approved, will be processed through the original payment method or another approved method. Processing time may vary depending on the payment provider or bank.
10. Order Cancellation
You may request cancellation before the order is packed, dispatched, or prepared for delivery.
Once fresh or perishable items have been packed, dispatched, or prepared specifically for your order, cancellation may not be possible.
We reserve the right to cancel an order if products are unavailable, payment fails, delivery is not possible, or the order appears suspicious or fraudulent.
11. Offers, Coupons, and Discounts
Promotional offers, coupon codes, discounts, and free delivery offers may be subject to specific conditions, including minimum order value, expiry date, product exclusions, or one-time use.
We reserve the right to modify, suspend, or cancel any offer at any time without prior notice.
Discounts cannot be exchanged for cash and may not be combined with other offers unless clearly stated.
12. Customer Accounts
You may be required to create an account to use certain website features. You are responsible for keeping your login details confidential.
You agree to notify us immediately if you suspect unauthorized use of your account.
We are not responsible for losses caused by unauthorized account access due to your failure to protect your login details.
13. Newsletter and Marketing
By subscribing to our newsletter or promotional updates, you agree to receive marketing communications from us.
You may unsubscribe at any time by using the unsubscribe option in our emails or by contacting us directly.
14. Website Content
All website content, including text, images, product descriptions, graphics, logos, banners, layouts, and design elements, belongs to Freshload Exim or its content providers.
You may not copy, reproduce, distribute, modify, or use our content for commercial purposes without written permission.
15. Third-Party Links and Services
Our website may include links to third-party websites, social media pages, payment gateways, delivery services, or other external platforms.
We are not responsible for the content, policies, security, or practices of third-party websites or services.
Your use of third-party services may be governed by their own terms and privacy policies.
16. Limitation of Liability
To the maximum extent permitted by applicable law, Freshload Exim shall not be liable for any indirect, incidental, special, or consequential loss arising from your use of our website, products, or services.
Our liability for any order-related claim shall not exceed the amount paid by you for the specific order giving rise to the claim.
Nothing in these Terms excludes liability where it cannot be excluded under applicable law.
17. Force Majeure
We shall not be responsible for delays or failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, transport disruptions, supplier delays, government actions, internet failures, payment gateway issues, strikes, accidents, weather conditions, or other unforeseen events.
18. Privacy
Your use of our website is also governed by our Privacy Policy. Please review our Privacy Policy to understand how we collect, use, and protect your personal information.
19. Changes to These Terms
We may update these Terms & Conditions from time to time. Any changes will be posted on this page with an updated “Last updated” date.
Your continued use of the website after any changes means you accept the updated Terms.
20. Governing Law
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the United Arab Emirates.
Any disputes shall be subject to the jurisdiction of the competent courts of the UAE, unless otherwise required by applicable law.
21. Contact Us
For questions, complaints, order issues, refunds, or support, you may contact us:
Freshload Exim
Dubai, United Arab Emirates
Email: info@freshload.store
Phone: +971 54 751 5179
Website: freshload.ae