Return & Refund Policy

Fair solutions when something isn’t right.

At K-JO, we are committed to providing high-quality products and excellent customer service. If something isn’t right with your order, we’ll do our best to resolve it fairly and promptly.

Last updated: July 2026

1. Due to the Nature of Our Products

Many of the products we sell are frozen or perishable food items.

For food safety reasons, we are generally unable to accept returns of products that have already been delivered and accepted by the customer.

2. Eligible Refunds or Replacements

We may offer a replacement, store credit or refund if:

1. You received the wrong product
2. An item is missing from your order
3. A product arrives damaged
4. A product arrives in an unsafe condition due to a delivery issue
5. There is a verified quality issue with the product
6. Your order cannot be fulfilled

Each request is assessed individually to ensure a fair outcome.

3. Situations Not Eligible for Returns or Refunds

Returns or refunds will generally not be accepted if:

1. You change your mind after delivery
2. You ordered the wrong product
3. You no longer want the product
4. The product was not stored according to the storage instructions after delivery
5. You dislike the taste or texture of the product
6. Normal variations in colour, shape or appearance occur between batches

4. Reporting an Issue

If there is a problem with your order, please contact us as soon as possible, preferably within 24 hours of receiving your delivery.

To help us investigate your request, please include:

1. Your order number
2. A description of the issue
3. Clear photographs of the affected product, packaging and labels, where applicable

Additional information may be requested where necessary to help us assess the issue.

5. Refund Method

If a refund is approved, it will normally be processed using the original payment method.

Processing times may vary depending on your payment provider or financial institution.

6. Order Cancellations

Orders may be cancelled before they have been prepared for dispatch.

Once an order has entered the preparation or delivery process, cancellation may no longer be possible due to the perishable nature of our products.

7. Delivery Issues

If your order is delayed, arrives damaged or cannot be delivered due to an issue on our side, we will work with you to find an appropriate solution. This may include a replacement, store credit or refund.

8. Our Commitment

Customer satisfaction is important to us.

Every enquiry is reviewed individually, and we always aim to provide a fair, reasonable and timely resolution while maintaining high standards of food safety.

9. Your Rights Under UAE Law

Nothing in this Return & Refund Policy limits or excludes any rights available to consumers under the applicable laws of the United Arab Emirates.

10. Contact Us

If you need assistance with your order, please contact our Customer Support team.