Returns & Refunds

1When you can return

• The product arrived damaged, expired, or is not what you ordered.
• A chilled product arrived in a condition suggesting the cold chain was broken.
• An item you paid for is missing from your order.

2When you cannot

• Food products that have been opened or started, for food safety reasons.
• Products cut or prepared to order.

3Time limit

Tell us within 24 hours of delivery. These are chilled, fresh products, which is why the window is short.

4How to tell us

• Email info@firno.com.sa, or message us on WhatsApp using the button on the site, with your order number and a photograph.
• We respond within one working day.

5Refunds

• Approved refunds go back to the original payment method.
• Banks usually take two weeks to show the refunded amount in your account.
• Cash-on-delivery orders are refunded by bank transfer.

6Cancelling an order

You can cancel free of charge while the order has not entered preparation. Once it has shipped, this policy applies.