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1No Refunds on Products Sold
Brook chocolates and confections are perishable, made in small batches, and prepared specifically to fulfil customer orders. For hygiene, food-safety, and quality reasons, we are unable to accept the return of any food item once it has left our kitchen, and we do not issue refunds simply because a customer changes their mind, orders the wrong item, or no longer wants the product.
By placing an order on this website, you acknowledge and accept that this is a final-sale purchase.
2Damaged, Melted, or Incorrect Items
While we do not offer monetary refunds, we want every order to arrive in the condition you expect. If your order arrives damaged, melted in transit, or is not what you ordered, we will review your case for a free replacement (not a refund), subject to the following:
- You must contact us within 24 hours of the delivery time shown in your tracking or order confirmation.
- You must provide clear photographs of the product, its packaging, and the shipping label as received.
- The issue must be a genuine fault on our part (e.g. incorrect item, product damaged in transit, or melted due to a delay caused by the courier) and not a result of an incorrect delivery address, missed delivery, or delay after the parcel reached the correct address.
Replacement requests that don't meet the above will not be approved. Our decision on a replacement request is final.
3Order Cancellations
Orders can only be cancelled before they enter preparation. Once your order has been confirmed and preparation has started, it cannot be cancelled, modified, or refunded. To request a cancellation, contact us immediately using the details below — we cannot guarantee a cancellation will be possible once the process has begun.
4Incorrect Address or Missed Delivery
Please double-check your delivery address and contact number at checkout. Brook is not responsible for orders that are delayed, undeliverable, or returned to us because of an incorrect address, unreachable phone number, or a missed delivery attempt, and no refund or replacement will be issued in these cases.
5Bulk, Corporate & Custom Orders
Bulk, corporate, gifting, and custom orders are non-refundable and cannot be cancelled once production has begun, given the amount of ingredients and time committed to these orders in advance.
6Your Rights Under UAE Law
This policy operates alongside, and does not limit, any rights you may have under UAE Federal Law No. 15 of 2020 on Consumer Protection and its executive regulations, including your right to a replacement, repair, or other remedy where a product is proven to be defective or not as described. Nothing in this policy is intended to exclude any right that cannot lawfully be excluded.
7Contact Us
If you have any concerns about an order, please reach out — we're happy to make it right within the terms above.