Refund and Dispute Policy

Our goal is to ensure that every delivery brings you fresh, and accurate Korean food. To minimize food waste and ensure speed, all sales are final once placed, and we do not permit customer-initiated cancellations or refunds (visit our Cancellation Policy for more information).

1. No Refund Policy

Once your order is successfully placed and confirmed, the transaction is final. We do not issue refunds for reasons outside of our control, including:

  • Change of Mind before or after delivery.
  • Incorrect Delivery Address if you fail to call us within the 15-minute correction window (as outlined in our Cancellation Policy).
  • Customer Unavailability or failure to receive the order from the driver.

2. Our Commitment: Errors and Disputes (Kitchen Mistakes)

We are 100% accountable for our kitchen process. If there is an issue with your order caused by our mistake (e.g., missing a dish, receiving an incorrect dish or damaged dish), we will make it right immediately.

Dispute Resolution Process

  1. Contact Us Immediately: You must call us at +971 58 542 9226.
  2. Provide Evidence: We require a clear photograph or video of the incorrect item to verify the dispute.
  3. Our Resolution: Upon verifying our error, we will offer one of the following solutions:
    • Redelivery: We will immediately prepare and redeliver the correct item at no extra charge.
    • Promo Code: We will issue a discount code valid for your next order.
    • Refund: We will issue a refund for the value of the item that was missing or damaged, it will be processed immediately on our end. Please allow 5-7 working days for the amount to appear back in your bank account, depending on your bank’s processing time.

3. Failed Delivery (Order Did Not Reach You)

If your order is not successfully delivered due to an error on our part (e.g., driver misroute, logistics issue, or internal system failure), we require you to take immediate action:

Action Required: You must contact us immediately at +971 58 542 9226.

Upon immediate confirmation that the delivery has failed or vanished due to our operational error, you will be offered the following two resolutions:

  1. Wait for a New Order: We will immediately prepare a fresh order and send it out to your confirmed address.
  2. Request a Refund: You may request a refund for the full order amount. If you choose this option:
    • The refund will be processed immediately on our end.
    • Please allow 5-7 working days for the amount to appear back in your bank account, depending on your bank’s processing time.