Refund policy

You can return items within 14 days of delivery. If the window ends on a weekend or public holiday, we extend it to cover those days. Return shipping is free, and we don't charge a restocking fee.

We sell food and beverage products, so we can only take back items that are:

  • Unopened, with the original seal intact
  • In the original packaging, undamaged
  • Sent with the receipt or proof of purchase

For health and safety reasons, we can't accept anything that has been opened or used, or has a broken seal.

How to start a return
  1. Email hey@percup.com with your order number and the items you want to return.
  2. We review your request and reply with next steps. If we approve it, we arrange a pickup or send you a free return shipping label.
  3. Send the items to: PERCUP L.L.C-FZ, Meydan, NAS, Dubai, UAE.

We can't accept items sent back without an approved return request.

Cancelling an order

You can cancel your order within 1 hour of placing it, as long as it hasn't shipped. Email hey@percup.com with your order number. After 1 hour, or once your order ships, you can return eligible items under this policy instead.

Damaged, faulty or wrong items

Please check your order when it arrives. If something is damaged, faulty or not what you ordered, email hey@percup.com as soon as you can. Include your order number, a photo of the item and a short note on the problem. We'll look into it and put it right.

Final sale and non-returnable items

Items bought from our Flash Sale collection are final sale. You can't return or cancel them. We also can't take back:

  • Opened or unsealed food, beverage or perishable products
  • Gift cards
  • Custom or personalised orders
Exchanges

We don't do direct exchanges. Return the original item, and once we accept the return, place a new order for what you want.

Delivery and unclaimed orders

Our courier makes three delivery attempts on every order. Please check your address and phone number at checkout. If an order goes unclaimed or comes back to us undelivered, we deduct the original and return shipping costs from your refund.

Orders shipped to the European Union

If your order ships to an EU country, you can cancel or return it within 14 days of delivery for any reason, without giving a justification. To do this, email hey@percup.com with a clear statement that you want to cancel, or ask us for our model cancellation form.

The same condition rules apply. Food and drink products unsealed after delivery can't be returned for health and hygiene reasons.

Refunds

Once your return reaches us, we inspect it and tell you whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. For EU orders, we refund within 14 days of receiving the returned item. Your bank or card provider may take a few extra days to show it.

If 15 business days have passed since approval and you still don't see the refund, email hey@percup.com.