Returns and refund policy
We help resolve incorrect, unfulfilled or defective orders clearly. This policy operates alongside your statutory rights and displayed product terms; support does not require you to waive a legal right.
1. Before confirmation
You can change or leave a product selection before approval. A selection code or gift draft does not establish payment or itself create an amount to refund. If you paid the business directly, the business processes that refund through its payment method; Awad can help review records and communicate.
2. Cancellation and unavailability
Request cancellation promptly from the business or support with the transaction reference. Whether preparation can be stopped depends on its stage and the product, and the outcome is explained. If the business cannot fulfil a confirmed paid order, the amount due is refunded or an alternative is provided with your agreement. Credit or a substitute is not imposed where you are entitled to a refund. Non-collection alone does not determine refund eligibility; offer terms, preparation and applicable rights are reviewed.
3. Incorrect, defective or misdescribed items
Check your order on collection where possible and report problems to the business or support with the reference and a helpful photo if available. Not reporting at collection does not waive a statutory right. The case is reviewed for the required remedy, such as replacement, repair where appropriate or refund. Observe food safety: do not use a product you believe is unsafe, and follow competent-authority guidance when needed.
4. Food and personalised products
Change-of-mind returns can differ for perishable food or prepared or personalised items once work has begun. This does not exempt a business from responsibility for defects, non-conformity or non-fulfilment. Specific restrictions must be shown before confirmation and apply only as permitted by law. Awad does not apply a blanket no-refunds rule.
5. Gifts and occasion-card fees
For a paid unused gift, support reviews payment, sending, collection and offer terms to determine cancellation and refund eligibility. Reusing a consumed code is not a refund. Optional design fees, if enabled and collected, are reviewed separately alongside the transaction under applicable digital-content rights and payment-channel rules; previewing alone is not charged. Report recipient-detail errors promptly. Recovery cannot be guaranteed once a gift has been collected by someone authorised through its code, without limiting statutory rights.
6. Refund method and timing
When in-app payments are available, eligible refunds normally return to the original payment method under provider procedures. If that is not possible, we explain the alternative and request only necessary information, never a card security code or password. You receive the refund decision and confirmation of execution when available. Posting time depends on the bank and payment provider and is communicated after the transaction is checked; we do not promise an unverified fixed timeframe. Creating a support request or returning from a payment screen does not execute a refund.
7. Effect on loyalty benefits
Support reviews stamps, points and rewards linked to cancelled or refunded transactions to prevent duplicate benefits. If points or a voucher were used, restoration or adjustment is assessed against their terms and usage state, with the result explained. A points adjustment does not automatically trigger a cash charge, and unrelated rewards are not removed without a legitimate reason.
8. Submitting and escalating a request
Submit a request through the help centre, [email protected] or +968 77344277 with the business name, transaction reference, date and issue. Do not send a full card number or verification code. The team follows up with the business and payment provider where needed and explains status and reasons for its decision. If unresolved, you may approach the Consumer Protection Authority or another competent authority. This policy does not limit complaint or legal rights.