Delivery Policy

 

Effective Date: 14 Feb 2026

 

Thank you for shopping with Extra Hypermarket. We are committed to delivering your orders promptly and efficiently.

 

Delivery Areas

 

We currently deliver within our designated service areas. Customers can check delivery availability by entering their delivery location during checkout.

 

Delivery Charges

 

Delivery charges are based on the distance from our store to the delivery location.

 

• 0–3 km: Minimum order AED 30 – Free Delivery
• 3–5 km: Minimum order AED 30 – AED 3 Delivery Charge
• 5–8 km: Minimum order AED 30 – AED 5 Delivery Charge

 

Orders that do not meet the applicable minimum order value cannot be placed for delivery.

 

Delivery Time

 

Estimated delivery time is generally between 30 and 90 minutes, depending on order volume, traffic, weather conditions, and product availability.

 

Customer Responsibilities

 

Customers are responsible for providing:

 

• Accurate delivery address
• Correct contact number
• A recipient available to receive the order

 

Failed Deliveries

 

If delivery cannot be completed due to an incorrect address, unreachable customer, or repeated failed delivery attempts, the order may be cancelled and applicable delivery charges may not be refunded.

 

Order Verification

 

Extra Hypermarket reserves the right to contact customers to verify order details before dispatch.

 

Delays

 

While we strive to deliver on time, delays may occur due to circumstances beyond our control.

 

Return & Refund Policy

 

Return & Refund Policy

 

Effective Date: July 28, 2026

 

Customer satisfaction is important to us. If you are not satisfied with your purchase, please review our return and refund policy below.

 

Eligible Returns

 

Returns or replacements may be accepted if:

 

• You received the wrong product.
• The product is damaged upon delivery.
• The product has expired.
• The product is missing from your order.

 

Please report any issue within 24 hours of receiving your order, along with photographs where applicable.

 

Non-Returnable Items

 

The following items are generally not eligible for return unless they are damaged, expired, or supplied incorrectly:

 

• Fresh fruits and vegetables
• Fresh meat and seafood
• Bakery products
• Frozen products that have thawed after delivery
• Opened food items
• Personal care and hygiene products after opening

 

Refund Process

 

Once your request is reviewed and approved:

 

• Online payments will be refunded to the original payment method.
• Cash on Delivery refunds will be processed using a suitable method agreed with the customer.

 

Refund processing times may vary depending on the payment provider or bank.

 

Replacement

 

Where possible, we may replace the item instead of issuing a refund.

 

Extra Hypermarket reserves the right to inspect and verify all return and refund requests before approval.

 

Cancellation Policy

 

Cancellation Policy

 

Effective Date: July 28, 2026

 

Customers may cancel their order free of charge before the order has been accepted for processing or dispatched.

 

Before Dispatch

 

Orders cancelled before preparation or dispatch will be eligible for a full refund if payment has already been made.

 

After Dispatch

 

Once the order has been dispatched for delivery, cancellation may not be possible.

 

Out-of-Stock Items

 

If one or more items are unavailable:

 

• We may contact you to suggest a suitable replacement.
• You may choose to remove the unavailable item.
• If necessary, a partial or full refund will be processed for unavailable items.

 

Cancellation by Extra Hypermarket

 

We reserve the right to cancel orders due to:

 

• Product unavailability
• Pricing or technical errors
• Payment verification issues
• Suspected fraudulent activity
• Delivery outside our service area

 

If we cancel your order after payment has been received, the applicable amount will be refunded through the original payment method.

 

For any cancellation requests or assistance, please contact our customer support team as soon as possible.

 

These policies are suitable for a UAE grocery e-commerce website. Before publishing, you should have them reviewed to ensure they comply with your specific business practices and any applicable UAE consumer protection requirements.