Transfer of Risk

For Delivery Orders

Jays Holdings remains fully responsible for the product until it is successfully delivered to the recipient.

The title and risk of loss or damage pass to the customer only after the order has been delivered and accepted at the delivery address.

For Pick-Up Orders

Once an order is dispatched from Jays Holdings, the title and risk of loss pass to the customer. After dispatch, Jays Holdings will not be responsible for:

• Damage caused in transit
• Product loss after dispatch
• Improper handling/storage after delivery

We take great care in preparing all cakes, flowers, gifts, and sweets. However, in rare cases where damage occurs:

Recipient Responsibilities

• The recipient must check the product before signing or accepting the delivery.
• If the product is damaged, the recipient should refuse to accept it immediately.
• The issue must be reported to our Customer Care within 2 hours of delivery.

Reporting Timeframes

• Order being delivered: Report within 2 hours

Complaints received after these timeframes cannot be accepted due to the perishable nature of the products.

Replacement Conditions

A replacement will be issued in cases where:

• Products arrive badly damaged
• Items are incorrect or significantly defective

Please allow a minimum of 5 hours for replacement delivery for orders in Abu Dhabi, Dubai and Al Ai. It requires a minimum of 8 hours for replacement delivery in other cities.

Not Eligible for Replacement or Refund

Minor or cosmetic issues such as:

• Name/message not written on cake
• Message card not attached
• Slight smudging of cream
• Minor decoration issues
• Minor Flower packaging issues
• Slight delay due to weather or traffic factors

These are not considered grounds for refund or replacement unless the item is severely damaged.

If you choose the Surprise Someone Special option:

• We will attempt delivery without revealing sender details.
• If the recipient refuses the order, we will then disclose the sender's details.
• If the recipient still refuses to accept, the order will be marked as Completed and no refund will be issued.
• Due to the perishable nature of our products, only one delivery attempt will be made unless otherwise possible.

For perishable items (cakes, flowers, sweets), only one delivery attempt is guaranteed.

A second attempt may be made only at the discretion of Jays Holdings, and additional delivery charges may apply.

An order is considered Completed (and non-refundable) if:

• The delivery address is incorrect
• The premises are locked
• Recipient's phone is switched off, unreachable, or incorrect
• Recipient refuses delivery
• Order is left with security / neighbour as per instructions
• Recipient is unavailable at delivery time

Please review the following rules for cancellation based on delivery time slots.

a) Cancellation More Than 24 Hours Before Delivery Time

• 10% cancellation fee
• 90% refunded (Bank transfer / original payment method)

b) Cancellation 12–24 Hours Before Delivery Time

• 20% cancellation fee
• 80% refunded to bank

c) Cancellation Within 12 Hours of Delivery Time

• 100% order value charged
• No refund to bank or original payment method

Note: Additionally, if a bank refund is approved, a 3% deduction will apply to cover payment gateway or bank charges

Exception Handling

In rare cases such as:

• Medical emergencies
• Weather disruptions
• Road closures
• Other unavoidable situations

Refund decisions will be at Jays Holdings' discretion.

Non-Serviceable Locations

If the order is placed for a non-serviceable area, or the provided delivery location becomes non-serviceable:

You may choose to:

1. Provide an alternate recipient in a serviceable area
2. Arrange pickup from the nearest Jays branch
3. Update the delivery address accordingly

If the order must be cancelled, the amount will be refunded as a store credit note or voucher.

Orders That Cannot Be Cancelled

• Same-day delivery orders
• Same-day midnight delivery orders
• Special occasion / festive day orders (e.g., Valentine's Day, Mother's Day, Eid, New Year)
• Orders already in the preparation stage
• Orders dispatched or out for delivery

• Same-day delivery is an attempt, not a guarantee.
• We process all same-day orders within 24 hours of the selected time slot.
• Midnight delivery orders accepted until 4:00 PM for same-day fulfilment (attempt basis).

Returns are accepted under the following conditions, subject to verification by Jays Holdings:

a) Quality Issues

If there is a confirmed issue with product quality (e.g., freshness, spoilage, physical damage):

• You may request:
  • A replacement, or
  • An alternative product of the same value, or
  • A full refund via store credit note or voucher

Requests must be submitted within 2 hours of receiving the order with appropriate photographic or video proof.

b) Quantity Discrepancies

If the delivered quantity does not match the order:

• A replacement of the missing items will be arranged, or
• A partial refund will be issued (via store credit note/voucher), based on the value of the missing items
• Verification will be required before processing

• Issues reported within 2 hours of delivery will be processed for the next available delivery slot.
• Issues reported after 2 hours will be scheduled for the next day or the next available slot relevant to the delivery location.

Replacements depend on:

• Product availability
• Delivery feasibility in the customer's area

Refunds related to cancellation follow the above cancellation rules.

Additional notes:

• If Jays Holdings cannot fulfil an order due to product unavailability or delivery restrictions, a full refund will be issued.
• Only one delivery attempt is guaranteed. If the recipient is unavailable, no refund will be issued.
• Refunds are processed only after the customer confirms refund method (Original Payment Method or Bank).
• Processing refunds for processed orders may take up to 48 hours.
• Bank refunds may take up to 15 working days depending on the payment gateway and bank processing time to get credited to customer account.

• Address changes are free if requested more than 24 hours before delivery.
• Within 24 hours of delivery, a change fee of AED 20 applies.
• If an address change is not possible (driver assigned, order on route, product prepared), no refund or cancellation will be accepted.

For queries, support, or complaints:

📧 Email: support@jays.ae

📞 Customer Care: 800 JAYS (5297) on Whatsapp

🕒 Support Hours: 8:00 AM – 11:00 PM

🌍 Jays Holdings – Abu Dhabi, UAE