Payment Policy 

Accepted Payment Methods 

The Website accepts payment by Visa and Mastercard debit and credit cards. The Company may, from time to time and at its sole discretion, enable additional payment methods through its licensed payment gateway providers, which may include Network International, Magnati, PayTabs, Telr, Checkout.com and Amazon Payment Services. Any additional payment method enabled on the Website shall be subject to this Payment Policy.

Currency 

All transactions on the Website are processed in AED. Where a Customer's card is denominated in a currency other than AED, the Customer's card issuer may apply its own foreign exchange rate and may levy a conversion fee; such fees are outside the Company's control and are the Customer's responsibility. The price and currency displayed at checkout will be identical to the amount reflected on the transaction receipt issued for the Order.

Payment Processing 

Payment is processed through a PCI-DSS compliant, licensed UAE payment gateway provider. The Company does not directly receive, store or process full card numbers, card verification values or other sensitive card authentication data; such data is transmitted directly between the Customer's browser or device and the payment gateway provider in accordance with Privacy Policy and Privacy Policy. Authorisation of payment is a condition precedent to acceptance of an Order under Terms and Conditions.

Payment Confirmation 

Upon successful authorisation of payment, the Company issues an order confirmation and a transaction receipt by email, reflecting the Products ordered, the price paid, the currency, and the last four digits of the card used, where applicable. Cardholders should retain a copy of the transaction receipt for their records, as it constitutes proof of purchase for the purposes of Exchange, Return and Refund Policy (Exchange, Return & Refund Policy).

Failed Payments 

Where a payment is declined, fails authorisation, or is otherwise unsuccessful, the associated Order will not be processed and no Products will be reserved or dispatched. The Customer will be notified of the failed payment and may re-attempt payment using the same or an alternative accepted payment method. The Company is not responsible for any delay or failure in payment authorisation caused by the Customer's card issuer, bank, or payment gateway provider.

Fraud Prevention 

The Company and its payment gateway providers employ fraud detection and prevention measures, including verification checks, velocity checks and risk scoring, to protect Customers and the Company against fraudulent transactions. The Company reserves the right to decline, delay, or request additional verification for any Order flagged by such measures, and to cancel any Order where fraud or attempted fraud is reasonably suspected, in accordance with Terms and Conditions and Terms and Conditions. The Company will not knowingly trade with, or provide services to, individuals or entities located in countries subject to comprehensive sanctions administered by the U.S. Office of Foreign Assets Control ("OFAC") or equivalent UAE and international sanctions regimes, as set out further in Payment Gateway Compliance.

Chargebacks 

Where a Customer disputes a transaction directly with their card issuer (a "chargeback") rather than contacting Customer Service in the first instance, the Company reserves the right to submit evidence to the card issuer or payment gateway provider in defence of a legitimately processed transaction, including order confirmations, delivery confirmations, White Glove Delivery acceptance records, and correspondence with the Customer. Customers are encouraged to contact customerservice@famm.ae to resolve any billing concern before initiating a chargeback, as this is ordinarily the fastest route to resolution.

Refund Timing 

Where a refund is due under Exchange, Return and Refund Policy, Cancellation Policy or otherwise under this Manual, the Company will process the refund to the original payment method within five (5) to ten (10) Business Days of the refund being approved. The Customer's bank or card issuer may require up to forty-five (45) days from the date the Company processes the refund to credit the funds to the Customer's account or statement; this further delay, once the refund has left the Company's control, is outside the Company's ability to expedite.

Return and Refund Policy

FAMM Tableware 

Return Period 

FAMM Tableware Products may be returned for exchange or refund within ten (10) calendar days of the delivery date, subject to the conditions set out in this Exchange, Return and Refund Policy.

Condition of Returned Products 

To be eligible for return, a Product must be unused, unassembled where applicable, free of signs of wear, and returned in its original packaging, complete with all accompanying documentation, certificates of authenticity, dust bags, boxes and protective inserts. Products that have been used, installed, monogrammed, engraved or otherwise personalised are not eligible for return, save where defective.

Proof of Purchase 

A valid proof of purchase, being the transaction receipt or order confirmation described in Payment Policy, must be presented at the time of return. The Company reserves the right to decline a return where proof of purchase cannot be provided.

Method of Return and Inspection 

Returns are accepted in person at the Company's physical showroom during business hours; FAMM Tableware does not, at present, offer courier-collected returns. Upon presentation, the returned Product is inspected by Company staff to confirm that it meets the conditions set out in Exchange, Return and Refund Policy before a refund or exchange is processed. Damaged goods must be reported to Customer Service within forty-eight (48) hours of delivery, together with photographic evidence where possible, in order to be considered under this Exchange, Return and Refund Policy rather than as a claim for carriage damage under Shipping Policy — FAMM Tableware.

Refunds 

Approved refunds are issued to the original payment method used for the Order. In accordance with Payment Policy, the Company processes approved refunds within five (5) to ten (10) Business Days; the Customer's bank may require up to forty-five (45) days to credit the funds, a timeframe outside the Company's control.

International Purchases 

Products purchased for international delivery cannot be returned, refunded, or exchanged.

Cancellation 

Cancellation of a FAMM Tableware Order prior to dispatch is addressed in Cancellation Policy. Once a Product has been dispatched, the Customer's remedy is the return process set out in this Exchange, Return and Refund Policy.

FAMM Café 

FAMM Café Products are fresh, perishable, and in many cases made to order or prepared specifically for the Customer. Accordingly, this Exchange, Return and Refund Policy applies a food-service-appropriate policy that differs materially from the FAMM Tableware policy set out in Exchange, Return and Refund Policy, reflecting food safety, hygiene and quality considerations that do not arise in respect of homeware.

General Principle — No Returns or Exchanges for Change of Mind 

For reasons of food safety and hygiene, FAMM Café does not accept the return or exchange of any food or beverage Product once it has left the Company's premises or been delivered to the Customer. This applies in particular to a change of mind, a mismatch between the Product and the Customer's personal taste preference, or dissatisfaction with a flavour, texture or sweetness level that meets the Product's advertised description. 

Allergies and Dietary Requirements 

Customers with food allergies, intolerances or specific dietary requirements must review Allergy Disclaimer before placing an Order and must clearly disclose any relevant allergy or dietary requirement to Customer Service at the time of Order. Where the Customer fails to disclose a known allergy or dietary requirement, the Company cannot be held responsible for a reaction arising from that undisclosed condition. Where the Customer discloses an allergy or dietary requirement and the Company nonetheless supplies a Product that does not meet that stated requirement, the remedy set out in Exchange, Return and Refund Policy applies.

Customer Responsibilities 

The Customer is responsible for: providing accurate delivery information in accordance with FAMM Café Delivery Policy; disclosing allergies and dietary requirements in accordance with Exchange, Return and Refund Policy; inspecting the Order promptly upon delivery in accordance with FAMM Café Delivery Policy; storing the Order correctly upon receipt in accordance with FAMM Café Delivery Policy and Food Safety Policy; and reporting any concern to Customer Service within the timeframe set out in Exchange, Return and Refund Policy.

Custom Cakes and Made-to-Order Products 

Custom cakes, bespoke celebration cakes and other made-to-order products are prepared specifically to the Customer's brief and specification and, once production has commenced, cannot be resold to another customer. Accordingly, cancellation of a custom cake or made-to-order Order is subject to the timeframes set out in Cancellation Policy, and no return or exchange is available once such a Product has been collected or delivered.

Corporate Orders and Special Dietary Products 

Corporate catering orders and Products prepared to a special dietary specification (including gluten-free, sugar-free, vegan or religiously compliant preparations) are treated as made-to-order Products for the purposes of Exchange, Return and Refund Policy. Where a corporate order or special dietary Product is found to be incorrect, damaged, missing or unsafe on delivery, the corporate client or Customer should follow the resolution process set out in Exchange, Return and Refund Policy.

Categories of Valid Claim 

Notwithstanding the general principle in Exchange, Return and Refund Policy, a Customer is entitled to raise a claim in respect of a FAMM Café Order where: (a) the Order delivered is incorrect, being materially different from the Order confirmed under Payment Policy; (b) the Product arrives damaged; (c) an item forming part of the Order is missing; or (d) the Product is, or is reasonably suspected to be, unsafe for consumption.

Remedies 

Where a claim under Exchange, Return and Refund Policy is substantiated, the Company will, at its discretion and having regard to the nature of the claim and the Customer's preference where practicable, offer one or more of the following remedies: replacement of the affected item; redelivery of the correct or missing item, where same-day redelivery remains practicable given the fresh nature of the Product; store credit; a partial refund reflecting the affected portion of the Order; or a full refund of the Order. Refunds under this Section are processed to the original payment method in accordance with Payment Policy.

Photographic Evidence 

The Company may request photographic evidence of a damaged, incorrect, missing or unsafe Product in order to assess a claim under Exchange, Return and Refund Policy efficiently and fairly. While photographic evidence assists the Company in resolving a claim promptly, it is not a strict precondition to a valid claim, and the Company will consider claims made without photographic evidence on their merits.

Reporting Timeframe and Resolution Process 

Claims under Exchange, Return and Refund Policy should be reported to Customer Service as promptly as possible and, in any event, within twenty-four (24) hours of delivery, given the perishable nature of FAMM Café Products, which makes delayed investigation impracticable. Upon receipt of a claim, Customer Service will acknowledge the report, request any supporting information or photographic evidence reasonably required, and determine the appropriate remedy under Exchange, Return and Refund Policy as promptly as reasonably possible, and in any event within a reasonable number of Business Days.

Failed and Delayed Deliveries 

Claims arising from a failed or delayed delivery are addressed under FAMM Café Delivery Policy (Failed Deliveries) and FAMM Café Delivery Policy (Delivery Windows) respectively, and not under this Exchange, Return and Refund Policy, save that a Product that arrives in an unsafe or unsatisfactory condition as a direct result of a delivery delay attributable to the Company may be claimed under Exchange, Return and Refund Policy(d).

Storage Responsibilities 

Consistent with FAMM Café Delivery Policy and Food Safety Policy, the Company is not responsible for deterioration of a Product caused by improper storage, delayed refrigeration, heat exposure or mishandling occurring after delivery and acceptance of the Order. A claim under Exchange, Return and Refund Policy must relate to the condition of the Product at the time of delivery, and not to deterioration occurring thereafter.

Orders Cancelled by FAMM 

Where the Company is unable to fulfil a FAMM Café Order, whether owing to unavailability of ingredients, a Force Majeure Event under Terms and Conditions, or an inability to meet the confirmed delivery date, the Company will notify the Customer as soon as reasonably possible and will provide a full refund or, where acceptable to the Customer, reschedule the Order to the next practicable delivery date.

Mandatory Consumer Rights 

Nothing in this Exchange, Return and Refund Policy limits, restricts or excludes any right that the Customer holds as a consumer under mandatory UAE consumer protection legislation, including Federal Law No. 15 of 2020 on Consumer Protection and its executive regulations, including any right to a remedy in respect of a Product that is not of satisfactory quality, fit for purpose, or as described. Where any provision of this Exchange, Return and Refund Policy is inconsistent with such a mandatory right, the mandatory right prevails.

Cancellation Policy

FAMM Tableware 

A FAMM Tableware Order may be cancelled free of charge at any time before it has been dispatched or, in the case of a White Glove Delivery, before it has entered final delivery scheduling, by contacting Customer Service at customerservice@famm.ae. Where cancellation is requested after dispatch, the Order is instead treated as a return under Exchange, Return and Refund Policy, and the Customer should follow the return process described there. Bespoke, made-to-commission or specially imported FAMM Tableware Products may be subject to a non-refundable deposit or a cancellation charge reflecting costs already incurred by the Company, as disclosed to the Customer at the time such an Order is placed.

FAMM Café 

Given the fresh, made-to-order nature of FAMM Café Products, cancellation requests are subject to shorter notice periods than FAMM Tableware:

• Standard bakery, pastry and beverage Orders may be cancelled free of charge up to the order cut-off time described in FAMM Café Delivery Policy, being 6:00 PM on the day preceding the requested delivery date. Cancellation requested after this cut-off may not be possible where preparation has already commenced, and the Company reserves the right to charge for ingredients and preparation already undertaken.

• Custom cake, bespoke celebration cake and corporate catering Orders require a longer cancellation notice period, as advised by Customer Service at the time of Order, reflecting the bespoke sourcing, design and preparation time involved. Cancellation requested within this notice period, or after production has commenced, may be subject to a cancellation charge proportionate to costs already incurred, up to the full value of the Order where production is substantially complete.

All cancellation requests should be submitted to customerservice@famm.ae or by telephone to the numbers listed in Contact Us, quoting the relevant order confirmation. Where a cancellation is accepted, any refund due is processed in accordance with Payment Policy.