Refund policy

Last updated: 20 August 2026

We want every order to arrive exactly as promised. Because ghee is a food product, we cannot accept returns of jars that have been opened, used or had their seal broken, except where the product is defective, unsafe or materially different from its description. Nothing in this policy limits any rights you have under applicable consumer law in your country.

Preorder cancellations

House of Aurea West Country Ghee is offered as a paid preorder. AED 220 is charged in full when your order is placed, and delivery is expected in December 2026.

You may cancel your preorder for a full refund at any time before we send your dispatch confirmation. To cancel, contact care@hofaurea.com with your order number and the email address used at checkout.

Once an order has been dispatched, it can no longer be cancelled as a preorder and the rules below apply.

Damaged, defective, incorrect or unsafe products

Please inspect your delivery when it arrives. Contact us as soon as possible if:

  • the jar or seal is damaged;
  • the product has leaked or appears unsafe;
  • you received the wrong product or quantity;
  • an item is missing; or
  • the product is materially different from its description.

Please email care@hofaurea.com with your order number, a description of the issue, and clear photographs of the product, seal, outer packaging and delivery label. Contacting us within 48 hours helps us investigate the delivery promptly, but this request does not reduce any rights you have under applicable law.

Where your claim is accepted, we will offer an appropriate remedy, which may include a replacement or a full or partial refund. We will cover reasonable return or collection costs for an eligible faulty, damaged, incorrect or unsafe product. Please do not consume a product that appears damaged or unsafe.

Change-of-mind returns after dispatch

For food-safety and quality-control reasons, we do not accept change-of-mind returns after dispatch. Opened, used or seal-broken jars cannot be returned or resold.

If an unopened, unused and fully sealed jar is refused at delivery or returned without our prior authorisation, we may be unable to accept it because we cannot verify how it was stored or handled. Please contact us before sending anything back.

Delivery delay

We expect to deliver preorders in December 2026. If we become aware of a material delay, we will contact you using the details supplied with your order and provide an updated estimate. If the revised timing is not acceptable, you may cancel before dispatch for a full refund.

If a delivery delay means the product can no longer reasonably be used for its intended purpose, the remedies required by applicable law will remain available.

Refund timing

Approved refunds will be sent to the original payment method. We aim to issue them within 10 business days after approval or, where a return is required, after the returned product has been received and inspected. Your bank or payment provider may require additional time to show the funds in your account.

Shipping is complimentary throughout the GCC, so no delivery charge is added to your order and none is withheld from an approved refund. Any upgraded or exceptional delivery service requested by the customer may be non-refundable to the extent permitted by law.

How to contact us

Email: care@hofaurea.com
Phone: +971 52 907 7735

Include your order number in all correspondence.