Cancellation & Refund Policy
HATIB AL LAYL RESTAURANT L.L.C - SPC is committed to providing fresh products and carefully prepared orders. Due to the nature of fresh meat, livestock, cooked meals, and products prepared specifically according to customer instructions, the following cancellation and refund policy applies.
1. Order Cancellation
An order may be cancelled before preparation or processing has started.
Once preparation has started, including slaughtering, cutting, preparing meat, or cooking a meal, the order cannot be cancelled or refunded because it has been prepared specifically according to the customer's request.
Orders that have already been dispatched for delivery cannot be cancelled.
2. Returns and Replacements
Due to the perishable nature of fresh and cooked food products, orders cannot be returned or exchanged after delivery simply because the customer changes their mind or no longer wants the product.
Please contact us if:
- You receive a product different from what you ordered.
- An item is clearly missing from your order.
- A product arrives in an unsuitable condition or is not fit for consumption.
- There is an error in the preparation or agreed specifications of the order.
Any issue should be reported as soon as possible after receiving the order. Please provide the order number and clear photographs of the product and the issue when necessary so the case can be reviewed.
3. Resolution of Order Issues
After reviewing the case and confirming that an error occurred on the part of HATIB AL LAYL RESTAURANT L.L.C - SPC, an appropriate resolution will be provided depending on the circumstances.
This may include:
- Replacing the affected product.
- Compensating for a damaged or missing part of the order.
- Refunding the value of the affected product.
- Refunding the full order value where the issue affects the entire order.
The appropriate resolution will be determined after reviewing the details of each case.
4. Customized Orders
Products that have been prepared, cut, processed, or cooked according to specific customer instructions cannot be returned or exchanged unless there is an error with the order or an issue with the quality of the product.
This includes, but is not limited to:
- Livestock prepared according to the customer's order.
- Meat cut or prepared according to customer instructions.
- Cooked meals and prepared orders.
- Platters, banquets, and special orders.
5. Failure to Receive an Order
Customers are responsible for ensuring that the phone number, delivery address, and order information provided before completing the purchase are correct.
A refund may not be available where delivery cannot be completed due to:
- An incorrect delivery address.
- An incorrect phone number or contact details.
- Failure to respond to the delivery driver.
- The customer not being available at the delivery location.
This applies where the order has already been prepared or dispatched.
6. Refunds
Where a refund is approved, the amount will be returned to the original payment method used for the order whenever possible.
The time required for the refunded amount to appear in the customer's account may vary depending on the bank or payment service provider.
7. Contact Us
If you have any questions or issues relating to an order, please contact HATIB AL LAYL RESTAURANT L.L.C - SPC by email at info@hatib-allayl.com or through the official contact channels provided on the website.
When contacting us regarding an order, please provide the order number, a description of the issue, and photographs of the product where necessary.
HATIB AL LAYL RESTAURANT L.L.C - SPC
United Arab Emirates
