Return & Refund Policy
At Here-O Donuts, customer satisfaction is important to us. Due to the perishable nature of our products, the following policy applies to all purchases made through
here-o.com.
Return & Refund Policy
Freshly Made, Handled with Care
At Here-O, every order is freshly prepared with care. Because our range includes fresh donuts, pastries, baked goods, cheesecakes, sandwiches, beverages and other perishable products, returns and refunds work differently from standard retail purchases.
If something isn't right with your order, please contact us as soon as possible so our team can review the issue and help find the appropriate solution.
1. Fresh & Perishable Products
Due to the fresh and perishable nature of our products, we cannot accept returns once an order has been delivered or collected.
This includes:
- Donuts & mini donuts
- Croissants & pastries
- Muffins & cookies
- Cheesecakes
- Sandwiches & savory products
- Coffee & beverages
- Combos and sharing boxes
This is consistent with the current Here-O policy for freshly prepared food.
2. Something Wrong With Your Order?
If your order arrives:
- Damaged
- Incomplete
- Incorrect
- Missing an item
- Not in acceptable condition
Please contact us within 2–4 hours of receiving your order. Here-O
To help us resolve the issue quickly, please provide:
- Your order number
- A brief description of the issue
- Clear photographs where applicable
Please keep the affected product and packaging until our team has reviewed your request.
3. Refunds, Replacements & Store Credit
Once we've reviewed your request, the appropriate resolution will depend on the circumstances.
This may include:
- Replacement of the affected item
- Store credit
- Partial refund
- Full refund
Each request is reviewed individually based on the nature of the issue and the information provided. These are the same resolution options provided under the current policy.
4. When a Refund May Not Apply
Refunds or replacements generally cannot be provided when:
- Incorrect or incomplete delivery information was provided
- The recipient was unavailable to receive the order
- The product was stored or handled incorrectly after delivery
- The customer changed their mind after preparation began
- The issue is based solely on personal taste or preference
- The issue was reported outside the reasonable reporting period without supporting circumstances
Because our products are made fresh, we encourage you to check your order as soon as it arrives.
5. Order Cancellations
Changed your plans? Contact us as soon as possible.
Orders may generally be cancelled before preparation begins.
Once your order has entered preparation, cancellation may no longer be possible because our products are freshly made specifically for your order. This matches the cancellation rule currently published by Here-O.
For custom, personalized, large, corporate or event orders, cancellation conditions may differ depending on how far preparation or production has progressed.
6. Custom & Personalized Orders
Custom-designed products are prepared specifically for your order.
Once the design, customization or production process has started, custom orders generally cannot be cancelled, changed or refunded because of a change of mind.
If we make an error with your customization or the product arrives damaged, please contact us within 2–4 hours of receiving the order with photographs so our team can review it.
This section is especially important now that Here-O offers products such as your Custom & Signature Mini Donut Box and other celebration/custom orders.
7. Large, Corporate & Event Orders
For large orders, corporate orders, catering and events, preparation may begin well in advance of the requested delivery date.
Cancellation or modification eligibility will therefore depend on:
- Order size
- Customization
- Ingredients or packaging already prepared
- Production status
- Delivery arrangements
Please contact our team as early as possible if you need to make a change.
Any specific cancellation or payment terms agreed for a corporate or event order will apply to that order.
8. Delivery Issues
Please make sure your delivery address, contact number and delivery instructions are correct when placing your order.
If delivery cannot be completed because the recipient is unavailable, the address is incorrect, or we cannot contact the recipient, additional delivery charges may apply.
Because Here-O products are fresh and perishable, an unsuccessful delivery caused by incorrect customer information or recipient unavailability may not qualify for a refund.
For complete information about Dubai delivery, UAE-wide delivery and pickup:
9. Refund Processing
Once a refund has been approved, it will be processed using the original payment method where applicable.
Please allow reasonable processing time for the refund to appear in your account. Processing times can vary depending on your bank or payment provider.
Any delivery charges already incurred may be non-refundable unless the issue resulted from an error by Here-O or the delivery service.
10. Orders Placed Through Delivery Platforms
If your order was placed through a third-party delivery platform, such as Talabat, Deliveroo, Careem, Keeta or another delivery partner, refund and support requests may need to be processed directly through that platform.
Please refer to the order-support options available in the app you used to place the order.
For orders placed directly through Here-O.com, contact the Here-O team.
Need Help With Your Order?
If something isn't right, we're here to help.
Please contact us as soon as possible and include your order number and photographs where applicable.
Email: hey@hereodonuts.com
Phone: +971 54 305 7711