Legal
Returns & Refunds
Last updated: 21 August 2026
Perishable food is not like other goods, so this policy is built around product condition rather than change of mind.
When 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.
When you cannot
- Food products that have been opened or started, for food safety reasons.
- Products cut or prepared to order.
Time limit
Tell us within Data needed of delivery. For chilled products, the same day.
How 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.
Refunds
- Approved refunds go back to the original payment method.
- Banks usually take Data needed to show the refunded amount.
- Cash-on-delivery orders are refunded by bank transfer.
Cancelling an order
You can cancel free of charge while the order has not entered preparation. Once it has shipped, this policy applies.
Questions about this document? Write to info@firno.com.sa