Cancellations and refunds before dispatch
You may cancel your order and receive a full refund at any time before it has been dispatched. To do so, please contact our Customer Service at +971 56 336 2727 or through the contact details on our website, quoting your order number. The refund will be credited to your original payment method within 5–7 business days. Once an order has been dispatched, it can no longer be cancelled.
Defective products
If the product you received is defective in any way, please keep the product and its packaging and contact our Customer Service promptly at +971 56 336 2727. We will escalate the issue internally and find a solution for you.
Damaged parcels
If you notice that the parcel is damaged upon delivery, we advise you to refuse it. If this was not possible, please take photos of the parcel and send them to our Customer Service together with your order number.
Returns & perishable products
Due to the nature of caviar, seafood and other chilled or perishable food products, returns are generally not accepted once the product has been delivered and accepted by the customer, except where the product is defective, damaged, incorrect, unsafe or otherwise subject to a valid claim under applicable UAE law.
This policy does not limit any mandatory rights available to consumers under applicable UAE legislation.
CAVIAR CATERING EVENTS — REFUND, CANCELLATION & PAYMENT TERMS
1. Booking confirmation
A catering booking is considered confirmed only upon receipt of the required deposit or full payment, as specified in the quotation or invoice. For event bookings, Caviar Boutique may purchase caviar, seafood, accompaniments, packaging and other perishable or event-specific products in advance. Once such arrangements have been made, the cancellation and refund conditions below apply.
2. Cancellation by the client
• More than 14 days before the event: the client may cancel the booking and receive a refund of the amount paid, less any non-refundable costs already incurred by Caviar Boutique in connection with the event.
• 7–14 days before the event: a refund of up to 50% of the amount paid may be provided, subject to deduction of any product, preparation, staffing, transportation or other costs already incurred.
• Less than 7 days before the event: payments are generally non-refundable, as products, staffing, logistics and other arrangements may already have been committed. For high-value private events, a 50% non-refundable booking deposit is withheld if the client cancels less than 7 days before the event.
• Within 48 hours of the event: cancellation is fully non-refundable.
3. Caviar and other perishable products
Caviar, seafood, fresh food, prepared food, opened products and other perishable items that have been specifically purchased or prepared for the event are non-refundable and non-exchangeable once procurement or preparation has commenced. Where the client cancels an event, the value of such products may therefore be deducted from any refund otherwise due.
4. Postponement / change of event date
The client may request to postpone an event, subject to availability. Requests made more than 7 days before the original event date may be transferred to a new date without cancellation charges, provided that the new date is within an agreed period, Caviar Boutique is available on the requested date, and any additional costs resulting from the change are paid by the client. Changes requested less than 7 days before the event may be treated as a cancellation and rebooking.
5. Reduction in guest numbers
Any reduction in the confirmed number of guests must be communicated at least 7 days before the event. Reductions made after this period may not result in a refund, because products, staffing and logistics may already have been committed based on the original guest count.
6. Cancellation by Caviar Boutique
If Caviar Boutique is unable to provide the agreed catering services due to circumstances within its reasonable control, the client will be entitled to either reschedule the event or receive a refund of amounts paid for services that cannot be provided. Caviar Boutique will not be responsible for indirect, consequential or additional costs incurred by the client as a result of cancellation, unless otherwise required by applicable law.
7. Force majeure
Caviar Boutique shall not be liable for failure or delay in providing services caused by circumstances beyond its reasonable control, including severe weather, government restrictions, transportation disruption, supplier failure, public emergencies, acts of nature or other force majeure events. Where reasonably possible, Caviar Boutique will offer an alternative event date or another mutually agreed solution.
8. Refund processing
Where a refund is approved, it will normally be processed within 7–14 business days following confirmation of the cancellation and calculation of any applicable deductions. Refunds will generally be made to the original payment method unless otherwise agreed. Any bank, payment gateway or transaction fees that are non-recoverable may be deducted from the refund.
9. Event-specific expenses
Any third-party or event-specific costs already paid or committed by Caviar Boutique on behalf of the client — including venue-related expenses, transportation, specialist equipment, staffing, rentals, entertainment or customised items — may be deducted from any refund where such costs are non-refundable.
10. Acceptance of terms
Payment of the deposit or invoice constitutes the client’s acceptance of these Refund, Cancellation & Payment Terms. These terms should be read together with the applicable quotation, invoice and event agreement. In the event of a conflict, the specific terms stated in the signed quotation or event agreement shall prevail.
