REFUND/ RETURN & CANCELLATION POLICY
Smart Meals is committed to 100% customer satisfaction. If you are unsatisfied with the quality or freshness of the product, return the product at the time of delivery. As our products are perishable in nature, at the time of delivery you can check the goods and if you are not satisfied with our goods you can return it at the same time.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Refunds of payment will be done only through the Original Made of Payment.
Exchanges (if applicable)
We only replace items if they are defective or damaged. Please notify us at the time of delivery if you need an exchange for the same products by calling us on +971 50 475 7299 or send us an email at smartmeals@smartchain.me . We will send you the replacement of that product on our next delivery to your area.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
Cancellation by Site/customer:
Orders placed online on website, application or through whatsapp can be canceled by calling in our helpline on +971 50 475 7299 or send us an email at smartmeals@smartchain.me. A Cancellation request will be taken only if the order is not dispatched for delivery. In an event the order is dispatched for delivery it will not be eligible for cancellation. In cases where the order is canceled in such cases we will refund any payments already made by you for the order. Refunds of payment will be done only through the Original Made of Payment.
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. If we suspect any fraudulent transaction by any customer or any transaction which defies the terms and conditions of using the websites, we at our sole discretion could cancel such orders. We will maintain a list of all fraudulent transactions and customers can reserve the right to deny access to them or cancel any orders placed by them.
PAYMENT METHOD & CURRENCY
We accept payments online using VISA and MasterCard Credit/Debit card in AED.
How do we protect your information?
Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.
We use regular Malware Scanning
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user places an order, enters, submits, or accesses their information to maintain the safety of your personal information. Transmission made by means of the internet cannot be made absolutely secure. By using this site, you agree that we will have no liability for disclosure of your information due to errors in transmission or unauthorized acts of their parties. All transactions are processed through a gateway provider and are not stored or processed on our servers.
Payment on Hold
It is a condition where payment is successful at customer's end, however due to some security reasons, it is put on hold in our system for verification reasons.
To verify your identity, we would need a scanned copy of any government issued ID (provide us with your UAE Emirates ID) to be sent to smartmeals@smartchain.me for further processing of your payment.
Credit/Debit Card Payment rejection
Double check the following common mistakes:
Some cards are not enabled for e-commerce shopping, in that case you need to contact your bank to enable your card for online shopping.
3D Secure is a protocol developed by card schemes to improve the security of internet payments. It allows merchants to authenticate cardholders through the cards’ issuers. Its goals are to reduce the likelihood of fraud when using supported cards and to improve transaction performance.
In order to avail of 3D secure authentication, you must register your credit/debit card. This is a one-time process which takes place on the card issuer’s (bank) website. The process involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder then selects a password and/or a secret question, which will be used by the card issuer during each online transaction. Contact your bank if you are facing any problems with 3D secure.
Enter the following fields correctly
- Card number
- Name on card
- CVV code (three-digit number on the back of card)
- Expiry date
Availability of sufficient funds in your debit/Credit Card?
If the above conditions are met, call your bank to check if your credit card is eligible for online purchases or if there is any other reason blocking it.