Return & Refund Policy

We are committed to offering high quality products to all our customers. If you experience any product being damaged, faulty on arrival, have received an incorrect order or are unsatisfied with the freshness, we will be happy to exchange or refund your order as preferred by you. In the following cases: if you did not receive your order, you will be issued a full refund; if part of your order is missing, we will issue a partial refund. You may also cancel/change your order in accordance with our cancellation policy set out below prior to receiving your order.

In case you face any problems with your order, please contact us within 24 hours of receiving your order at customercare@dofreeze.ae. This timeline is important due to the perishable nature of the products however if you contact us outside this timeline we will aim to assist you in the best way we can. Please state your order number, attach a picture of the product/s and reason for return/exchange in the email and we will get back to you within 1-2 business days. We will notify you of the next steps and arrange a collection of the return or a reshipment of the order as relevant.

Once we receive your returns, one of our customer care representatives will contact you to confirm the refund or exchange request. In case of exchange, we will endeavor to reship your order to you within 2 working days of receiving your return. Refunds will be processed within 2-3 business days from the time of receiving your returns to your original mode of payment.

Cancellation Policy

In case of cancellation or change of order prior to receiving your order, please note that you must notify us within 2 hours of placing your order by emailing us at customercare@dofreeze.ae. If it is outside this timeline, we cannot guarantee a change or cancellation but we will aim to assist you in the best way we can.

We will process your cancellation/change request within 1-2 business days and any refunds will be processed to the original mode of payment within 2-3 business days.

For further information, you may also contact us on the contact numbers listed below:

For Delivery Tracking: +971 58 176 8081

For Any Product Details: +971 50 686 7016