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REFUND & CANCELLATION POLICY

At Ficelle Café, we are committed to providing freshly prepared food, beverages, and quality customer service. Because our products are prepared specifically for each order, certain restrictions apply to cancellations, refunds, and exchanges.

This Refund & Cancellation Policy applies to orders placed through our website, online ordering platforms, or other approved Ficelle Café ordering channels.

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1. ORDER CANCELLATION

Customers may request cancellation of an order by contacting Ficelle Café as soon as possible after placing the order.

Once an order has entered preparation, cancellation may no longer be possible because the food or beverages may already have been prepared specifically for the customer.

If cancellation is accepted before preparation begins, the customer may be eligible for a full refund.

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2. REFUNDS

Refunds may be provided in circumstances including:

  • Ficelle Café cancels an order;

  • A payment has been charged incorrectly;

  • An item paid for is unavailable and no suitable replacement is accepted;

  • A significant error has been made by Ficelle Café in preparing the order; or

  • A refund is otherwise required under applicable law.

Refund eligibility will be determined based on the circumstances of each case.

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3. INCORRECT OR MISSING ITEMS

If you receive an incorrect or incomplete order, please contact us as soon as reasonably possible after receiving your order.

Please provide:

  • Your order number;

  • Details of the missing or incorrect item; and

  • Photographs where appropriate.

After reviewing the issue, Ficelle Café may provide an appropriate remedy, which may include:

  • Replacement of the affected item;

  • A refund for the affected item;

  • Store credit; or

  • Another reasonable solution.

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4. DAMAGED OR UNSATISFACTORY ORDERS

If an order arrives damaged, spilled, or otherwise unsuitable for consumption, please notify Ficelle Café promptly.

Where appropriate, we may request photographs or other information to help us investigate the issue.

If the issue is verified and is attributable to Ficelle Café or an applicable delivery service, an appropriate replacement or refund may be offered.

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5. DELIVERY ISSUES

Ficelle Café is not responsible for failed or delayed deliveries resulting from:

  • Incorrect delivery information provided by the customer;

  • The customer being unavailable to receive the order;

  • Failure to answer delivery calls;

  • Inability to access the delivery location;

  • Customer-requested delivery changes after dispatch; or

  • Other circumstances outside our reasonable control.

Where a delivery issue is caused by Ficelle Café or an authorized delivery partner, we will make reasonable efforts to resolve the matter.

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6. REFUNDS FOR UNAVAILABLE ITEMS

If an item becomes unavailable after an order has been placed, Ficelle Café may contact the customer to offer:

  • A suitable replacement;

  • Removal of the unavailable item and refund of its value; or

  • Cancellation of the affected order, where applicable.

Any refund will generally be processed through the original payment method.

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7. PAYMENT ERRORS

If you believe you have been charged incorrectly or charged more than once for the same order, please contact us promptly with your order details and payment information.

After verification, any confirmed duplicate or incorrect charge will be refunded through the applicable payment method.

 

8. REFUND PROCESSING TIME

Approved refunds will generally be processed using the original payment method where reasonably possible.

Although Ficelle Café will initiate the refund within a reasonable period, the time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or financial institution.

 

9. PROMOTIONAL ITEMS AND DISCOUNTS

Promotional products, complimentary items, discounts, vouchers, and special offers may be subject to additional terms.

Unless otherwise stated:

  • Promotional discounts have no cash value;

  • Promotional offers cannot be exchanged for cash;

  • Discounts may not be combined with other offers; and

  • Refunds will normally be calculated based on the amount actually paid by the customer.

 

10. FOOD SAFETY

For health and safety reasons, Ficelle Café generally cannot accept returned food or beverages.

If you believe that an item has a food-quality or safety issue, please contact us immediately and provide the relevant order details so that we can investigate.

Customers should not consume any product they reasonably believe may be unsafe.

 

11. CUSTOMER RESPONSIBILITY

Customers are responsible for reviewing their order before confirming payment and ensuring that:

  • The correct products and quantities are selected;

  • Contact information is accurate;

  • Delivery information is correct; and

  • Any relevant special instructions are provided.

Ficelle Café is not responsible for errors resulting from incorrect information supplied by the customer.

 

12. EXCEPTIONS AND LEGAL RIGHTS

Nothing in this Refund & Cancellation Policy is intended to exclude, restrict, or limit any mandatory rights or remedies available to consumers under applicable laws and regulations of the United Arab Emirates.

Where applicable law provides a consumer with rights that differ from this policy, the applicable legal requirements will prevail.

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13. POLICY CHANGES

Ficelle Café may update this Refund & Cancellation Policy from time to time.

Any changes will be published on www.ficellecafe.com with an updated effective date.

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14. CONTACT US

For refund requests, cancellation requests, order issues, or questions regarding this policy, please contact us:

Ficelle Café
Al Marjan Island – Jazeerat Al Marjan
Ras Al Khaimah, United Arab Emirates

Email: info@ficellecafe.com
Website: www.ficellecafe.com

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When contacting us regarding an order, please include your order number, date of purchase, and a brief description of the issue.

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