Return Policy

Last Updated: 27 Aug 2026

This Cancellation, Return & Refund Policy explains how cancellations, returns, replacements, and refunds are handled for purchases made through the Seeda platform

Seeda is a digital commerce platform connecting customers with independent Shops. Unless expressly stated otherwise, the relevant Shop remains the independent seller of the products or services offered through Seeda.

This Policy should be read together with the Seeda Terms & Conditions and Privacy Policy.

Nothing in this Policy limits any mandatory consumer rights available under applicable UAE law.

1. Customer Orders

When a customer purchases products or services from a Shop through Seeda, the contract for those products or services is generally between the customer and the relevant Shop.

The Shop is responsible for its products and services, including their quality, accuracy, authenticity, safety, preparation, packaging, availability, fulfilment, and applicable warranties.

Seeda provides the technology that facilitates the order and may assist customers and Shops with cancellations, complaints, returns, replacements, or refunds.

2. Order Cancellation

Customers may request cancellation of an order through available Seeda functionality or customer support.

Whether an order can be cancelled depends on its current status and the nature of the product or service.

Before Shop Acceptance or Preparation

Where technically available, an order may be cancelled before the Shop has accepted or started preparing or processing it.

If an eligible prepaid order is successfully cancelled, the applicable amount will be refunded.

After Acceptance or Preparation

Once a Shop has accepted, prepared, customised, packed, dispatched, or otherwise materially started fulfilling an order, cancellation may not always be possible.

This is particularly relevant to:

Prepared food and beverages;

Perishable products;

Fresh products;

Customised or personalised products;

Products with hygiene or health restrictions;

Products already dispatched for delivery; and

Other products that cannot reasonably be returned or resold.

Any cancellation rights required under applicable law remain unaffected.

3. Shop Cancellation

A Shop may cancel all or part of an order where, for example:

A product is unavailable;

The Shop cannot fulfil the order;

A pricing or listing error materially affects the order;

The delivery address cannot reasonably be served;

Required customer information cannot be confirmed; or

Another legitimate fulfilment or legal issue prevents completion.

If a Shop cancels a prepaid order or item and no acceptable replacement or adjustment is agreed, the customer will be eligible for a refund of the applicable amount.

4. Returns

Return eligibility depends on the type of product, its condition, the reason for return, applicable Shop conditions, and applicable UAE law.

Where a return is eligible, customers should submit the request within the applicable return period and provide reasonable information about the issue.

A Shop may request photographs, order information, packaging, or other reasonable evidence needed to review the request.

5. Non-Returnable Products

Certain products may not be eligible for return due to their nature, particularly after delivery, opening, preparation, or use.

These may include, where permitted by applicable law:

Prepared food and beverages;

Perishable or rapidly deteriorating products;

Fresh food;

Products made or customised specifically for the customer;

Opened products that cannot be returned for health or hygiene reasons;

Products that have been used, damaged, or altered by the customer; and

Other products legally excluded from return rights.

This does not remove any rights a customer may have where a product is defective, damaged, incorrect, unsafe, misrepresented, or otherwise subject to mandatory consumer protection requirements.

6. Incorrect, Missing, Damaged or Defective Items

Customers should report problems as soon as reasonably possible after receiving an order.

A customer may submit a request where:

An incorrect product was delivered;

A paid item is missing;

A product arrived damaged;

A product appears defective;

The quantity received differs from the quantity ordered;

The product materially differs from its description; or

Another material issue exists with the order.

Depending on the circumstances, the Shop may provide an appropriate remedy such as:

Replacement;

Redelivery;

Refund;

Partial refund; or

Another solution agreed with the customer and permitted by applicable law.

Seeda may facilitate communication and resolution between the customer and the Shop.

7. Food, Grocery and Perishable Products

Because food, groceries, beverages, bakery products, and other perishable goods may have limited return eligibility, customers should report issues promptly.

For complaints involving incorrect, missing, damaged, spoiled, unsafe, or materially unsatisfactory products, Seeda or the Shop may request photographs or other reasonable evidence.

Each case may be reviewed based on the nature of the product, order circumstances, available evidence, and applicable law.

8. Pharmacy and Regulated Products

Returns or replacements involving medicines, pharmacy products, healthcare products, or other regulated goods may be subject to additional legal, safety, hygiene, or regulatory restrictions.

The applicable Shop is responsible for complying with requirements governing the products it sells.

Seeda and participating Shops may refuse a return where accepting it would violate applicable law or regulatory requirements.

Mandatory rights concerning defective, incorrect, unsafe, or otherwise non-compliant products remain unaffected.

9. Change-of-Mind Returns

A customer's ability to return a product simply because they changed their mind depends on the type of product, its condition, applicable Shop terms, and applicable law.

Products should generally remain unused, unopened where relevant, and in their original condition and packaging for a change-of-mind return to be considered.

Seeda does not guarantee that every product purchased through the Platform is eligible for a change-of-mind return.

10. Refunds

Where a refund is approved for an online payment, it will generally be returned through the original payment method or another method permitted by Seeda and the applicable payment provider.

Refund processing times may depend on:

The payment method;

Payment processor;

Customer's bank or card issuer; and

Other financial processing requirements.

Once a refund has been initiated, the time required for funds to appear in the customer's account may be outside Seeda's direct control.

For cash orders, the applicable refund method may be determined by the Shop or through another method made available by Seeda.

11. Partial Refunds

A partial refund may be appropriate where only part of an order is affected.

For example, if one item from a larger order is unavailable, missing, damaged, or otherwise eligible for refund, the customer may receive a refund for the affected item rather than the entire order.

12. Delivery Issues

During Seeda's current operating phase, unless expressly stated otherwise during checkout, delivery is arranged and fulfilled by the relevant Shop, its authorised delivery personnel, or its chosen delivery provider.

Where delivery is provided by the Shop, the Shop remains responsible for its delivery operations.

Customers may nevertheless contact Seeda for assistance with issues such as:

Order not received;

Incorrect delivery;

Missing items;

Significant delivery problems; or

Other order-related concerns.

Seeda may assist in communicating with the Shop and reviewing the circumstances.

Future Delivery by Seeda

Seeda is working toward introducing Delivery by Seeda or partnered logistics services.

When such services become available, different or additional cancellation, delivery, and refund rules may apply and will be communicated through the Platform.

13. Customer Responsibility

A refund or replacement may be refused where permitted by applicable law if the issue resulted from circumstances attributable to the customer, such as:

Providing an incorrect delivery address;

Providing incorrect contact information;

Being unavailable to receive the order after reasonable delivery attempts;

Improper storage or handling after delivery;

Misuse of a product;

Damage caused after delivery; or

Fraudulent or abusive refund activity.

Each situation may be reviewed individually.

14. Promotional Discounts and Credits

Where an order was purchased using a promotion, discount, voucher, coupon, or Seeda credit, the refund will normally reflect the amount actually paid and the applicable promotional conditions.

Promotional benefits may not necessarily be redeemable for cash.

Where appropriate, promotional credit may be restored rather than refunded as cash.

15. Disputes

If a customer and Shop disagree regarding a cancellation, return, replacement, or refund, Seeda may review available order information and facilitate communication between the parties.

Seeda's involvement in facilitating a dispute does not change the Shop's status as the independent seller of its products or services.

Nothing in this Policy prevents a customer from exercising rights or remedies available under applicable UAE law.

16. Changes to This Policy

Seeda may update this Policy to reflect changes to its Platform, services, payment methods, delivery model, commercial arrangements, or applicable legal requirements.

Material changes will be communicated where required.

The latest version will be available through the Seeda Platform.

17. Contact Us

cc@seeda.cc

Seeda Local Shops. One Platform.