Refund and Returns Policy

Last Updated: October 26, 2023

At Prime Rush Persian Grocery, we are committed to providing you with the freshest authentic Iranian products in Dubai. We carefully select and pack your orders from our Al Jaddaf and JVC branches.

However, we understand that sometimes an item may not meet your expectations. Below is our policy on refunds and returns, designed to be fair to you while maintaining the highest safety and hygiene standards.

1. Return Eligibility

Due to the nature of grocery products, our return policy differs based on the type of item purchased:

A. Perishable Goods (Fruits, Vegetables, Dairy, Meat, Frozen Items, Bread)

  • Timeframe: You must report any issues with perishable items within 24 hours of delivery.

  • Condition: Returns are only accepted if the product was delivered spoiled, damaged, or incorrect.

  • Note: Due to health and safety regulations, we cannot accept returns on perishable items simply due to a “change of mind” once the cold chain has been broken.

B. Non-Perishable / Dry Goods (Rice, Canned Food, Dried Nuts, Spices, Tea)

  • Timeframe: You may return these items within 7 days of purchase/delivery.

  • Condition: Items must be unopened, in their original packaging, and in the same condition that you received them.

C. Non-Returnable Items

For health and hygiene reasons, the following items cannot be returned or exchanged unless defective:

  • Personal hygiene products.

  • Baby food and formula.

  • Frozen items that have been accepted and kept by the customer for more than 1 hour (as we cannot guarantee temperature control).

  • Clearance or “Short Expiry” sale items.

2. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, expired, or different from what you ordered, we sincerely apologize.

How to Report:

  1. Please take a clear photo of the damaged/incorrect item.

  2. Contact us via WhatsApp or Email within 24 hours of delivery.

  3. We will offer you a choice of:

    • A full refund for that specific item.

    • A free replacement sent with your next order or immediately (depending on location).

    • Store Credit to use on your next purchase.

3. How to Initiate a Return

To start a return request, please contact the branch closest to you or our central support:

  • Email: [Insert Support Email Here, e.g., support@primerush.ae]

  • WhatsApp/Phone: [Insert Phone Number Here]

Please provide:

  • Your Order Number.

  • Photo evidence (for damaged items).

  • Reason for return.

For In-Store Returns:

You may visit our branches in Al Jaddaf or JVC with your receipt and the item.

4. Refunds

Once your return is received and inspected (or your photo evidence is approved):

  • Credit/Debit Card Orders: Refunds will be processed to your original method of payment. Please allow 5-14 business days for your bank to reflect the amount in your account.

  • Cash on Delivery (COD): If you paid by cash, we will provide a refund via Store Credit or a Bank Transfer (details to be arranged with customer service). Cash refunds at the door are generally not provided by delivery drivers.

5. Order Cancellation

  • Before Dispatch: You may cancel your order for a full refund at any time before the driver has left our store.

  • After Dispatch: If the driver is already on the way, the order cannot be cancelled. If you refuse the delivery at the door, a delivery fee may still be deducted from your refund.

6. Delivery Issues

  • Missed Delivery: If our driver attempts delivery and you are not available, we will attempt to contact you. If we cannot deliver, the perishables in your order are not eligible for a refund if they spoil due to the delay.

  • Wrong Address: Please ensure your location pin (Al Jaddaf / JVC area) is accurate. Prime Rush is not responsible for spoilage caused by delays due to incorrect address details provided by the customer.

Prime Rush Persian Grocery

Bringing the Taste of Iran to Dubai