Crab & Grab

Refund & Return Policy

Last updated: 4 August 2026

This policy is drafted in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and the UAE E-Commerce Law (Federal Decree-Law No. 14 of 2023).

1. Nature of our products

Crab&Grab sells premium perishable and frozen food products, including seafood and artisan ingredients. Due to the nature of these items, we apply specific conditions to protect both food safety and your rights as a consumer.

2. Right of cancellation

  • Before dispatch: You may cancel your order at any time before it has been dispatched for delivery. Contact us immediately via WhatsApp or email for a full refund.
  • After dispatch: Once a perishable order has been dispatched, cancellation is not possible under UAE Consumer Protection Law Article 18(3), which exempts perishable goods from the standard return/cooling-off period.

3. Damaged or incorrect orders

If your order arrives in any of the following conditions, you are entitled to a full refund or replacement:

  • Damaged in transit — packaging compromised, products crushed or leaked
  • Incorrect items — you received products different from what you ordered
  • Quality issue — products do not meet the freshness or quality standards described on our website

You must notify us within 4 hours of delivery with:

  • Your order reference number
  • Photos of the product and packaging
  • A brief description of the issue

4. Verification of claims

Crab&Grab reserves the right to inspect returned items or request additional evidence before issuing a refund. This may include requesting further photographs, video, or arranging for the collection of the product for inspection. Refunds or replacements will be processed once the claim has been verified.

5. Items not eligible for return

The following cannot be returned or refunded:

  • Products that have been opened, partially consumed, or improperly stored after delivery
  • Orders where the customer provided an incorrect delivery address
  • Products refused at delivery without valid reason (delivery charges may still apply)
  • Change of mind after dispatch — perishable goods are exempt from the UAE cooling-off period

6. Cash on Delivery (COD) orders

  • If you refuse a COD delivery without prior cancellation, the delivery fee may be charged
  • Cancellations of COD orders must be made before dispatch

7. In-store pickup orders

  • Orders not collected within 24 hours of the confirmed pickup time will be forfeited due to the perishable nature of the products
  • No refund is issued for uncollected perishable orders

8. Refund process

  • Online payments (Stripe): Refunds are processed to the original payment method within 5–10 business days
  • COD orders: Refunds are issued via bank transfer within 5–10 business days. You will be asked to provide your bank details (IBAN)

9. Delivery issues

  • If your delivery does not arrive within the confirmed delivery window, contact us immediately
  • We will either redeliver at no extra charge or issue a full refund
  • Crab&Grab is not liable for delays caused by incorrect address information provided by the customer

10. Force majeure

We are not liable for delivery failures or product issues caused by circumstances beyond our control, including extreme weather, natural disasters, or government restrictions.

11. Dispute resolution

  • We aim to resolve all complaints within 48 hours
  • If we cannot reach an agreement, disputes shall be governed by UAE federal law and referred to the competent courts in Dubai
  • You may also file a complaint with the Dubai Department of Economy and Tourism (DET) Consumer Protection Division

12. Contact us