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Delivery & returns

Welcome to Farzana.ae and thank you for shopping with us! Our ecommerce platform offers the finest fresh fruits and vegetables and other food related products and goods. Please review the following terms and conditions. By placing an order with us, you are agreeing to the terms and conditions that regulate the use of this site and its associated applications, and the terms and conditions under which you will receive deliveries from us.

Order Processing

In order to place an online order with us through our website, the user must register and sign in with a unique username and password. The username and password shall be personal to each member and the same username will not be allocated to two different members. The user can change their password at any time. The user is solely responsible for maintaining the security of their account, and the user is entirely responsible for all activity associated with the account and any other action taken in connection with the account. The user must notify Farzana.ae immediately of any unlawful use of information or unauthorized activity on the account. Farzana.ae is not liable for any issues that may arise from activity on the account. Farzana.ae does not share user information with third party companies.

Online Services

You are responsible for any device, software, and service needed to use the online platform. We do not guarantee that the online services will be fully functional on any particular device or with any particular software. The customer is also responsible for any messaging and data charges, fees, and taxes for the use of the online services, including communication with Farzana.ae via text, email, or other means chosen by you. If you create an online services account, you are responsible for all activity under the account and for keeping that account secure. You can only use one online services account per person and must keep your account information safe and accurate at all times. It is your responsibility to take all necessary precautionary measures to protect yourself and your computer systems from viruses or other harmful content that may interfere with your devices in a destructive way.

You understand and consent that (with or without notice) Farzana.ae may update, modify, or terminate the online services (or your access to them) from time to time, including pushing updates to (or removing functionality or access from) any Farzana.ae mobile app that you have installed on your device.

You may cancel your registration with us at any time, and must inform us in writing when doing so.

 

Product delivery

We deliver the order to the address provided at the time of ordering. Buyers are solely responsible for verifying the accuracy of delivery addresses, and Farzana.ae shall have no liability or responsibility for any erroneous addresses.

We will do our best to deliver your order on time, however delivery times may be affected by factors beyond our control and therefore cannot be guaranteed. We will do our best to inform you if we become aware of a sudden or unexpected delay in delivery.

We do our best to deliver all your orders, however in some situations we may not be able to fulfill a full or partial delivery of your order. We reserve the right to cancel orders based on delivery locations or availability of products. We will notify you of any such cancellation or change to your order delivery.

During delivery, the customer must be present to receive the order from our driver. Should the customer be unavailable to receive and collect at the address specified in the system on the agreed date of delivery, the order shall not be delivered to any other location and the customer will be liable for the delivery cost. The client will need to reschedule a delivery at their own expense, and a new delivery date will need to be arranged. Currently, we only deliver to customers within Dubai, United Arab Emirates. We reserve the right to change our delivery fees at any time.

Customers are under no obligation to tip drivers but our drivers are allowed to accept tips and customers have the option of doing so at their discretion.

Cancellations

Once the order is confirmed, you will be able to cancel your order within one hour through the application, or by sending an email to customercare@farzana.ae with the reference number of your order.

Limitations of Liability

The information provided on our website and advertisements regarding our products is offered for the shoppers’ convenience. Though we do our very best to ensure that all materials and information included on our website and advertisements are correct, we will not assume any responsibilities should such information be incorrect. We will do our best to correct any errors or inaccuracies but we will not be held responsible for any results obtained from the use of such information.

Refund and Return policy

Customer satisfaction is important to us. In the event of a problem with your order, please send us an email at customercare@farzana.ae, and we will assist you to the best of our ability. Due to the perishable nature of our products, we do not accept any returns. Should you receive products that are deemed defective upon arrival inspection, a notification must be sent to us immediately, and no later than 5 hours following the delivery of the products. Should you fail to provide us with such notification, we shall be discharged of any liability for defective products that, within reason, could have been detected up arrival inspection. If you have already been billed for products which are deemed defective or that are missing from the delivery, we will do everything reasonable within our power to ensure your satisfaction, and in appropriate cases issue a full or partial refund deducted in the amount from your next order invoice.

Prices and availability

Several products on our store website are subject to market price and Farzana.ae reserves the right to update the prices at any time based on market price. While we will do our best to procure and deliver your order, from time to time, certain products you order may be temporarily unavailable or out of stock. If you did not receive your order or received an incorrect order, you will be issued a full refund; if part of your order is missing, we will issue a partial refund in the amount of the undelivered product(s). Once an order is placed, your price is guaranteed for that purchased product.

Payment

We accept payments in cash or credit card. Payment can be made by cash or card on delivery. If you would like to pay online you can contact us and we will send you an online invoice for payment. All credit/debit card details and personally identifiable information will NOT be stored, sold, shared, rented, or leased to any third parties. Customers using the credit/debit card facility are requested to be available on their respective contact numbers. The customer is entirely liable for placing an order using the credit/debit card facility after carefully reading all the terms & conditions. We reserve the right to collect payment for any funds owed us if a payment via credit card is declined.

Your personal information and data

You are responsible for all payments and charges to your account, including applicable taxes on purchases made by you or anyone who has access to your credit card. You agree and accept to keep all your personal and account information current and correct at all times including name, payment information, and telephone number and email address through which we may contact you. You may update your information through our website. Our secure server encrypts your payment information and we will exercise reasonable efforts to ensure your payment information remains confidential while using our website and associated applications.