Terms of service

Memz Bites Sweets L.L.C

1) Overview

These Terms & Conditions (“Terms”) apply to all purchases and orders made through the Memz Bites website, Shopify store, WhatsApp, phone, or any other ordering channel operated by Memz Bites Sweets L.L.C (“Memz Bites”, “we”, “us”, “our”). By placing an order, you confirm that you have read, understood, and agreed to these Terms.

2) Products, Presentation & Availability

  • All product images are for presentation purposes. Color tones, garnish placement, packaging, and finishing details may vary slightly due to handcrafted preparation and seasonal availability, while maintaining the same overall style and value.

  • All items are subject to availability. We may substitute minor decorative elements (e.g., toppers, ribbons) where necessary without reducing product value.

3) Orders & Acceptance

  • Orders are confirmed only after checkout completion (or written confirmation via WhatsApp where applicable).

  • We reserve the right to refuse, cancel, or limit any order (e.g., due to capacity constraints, suspected misuse/fraud, incorrect pricing, or product availability).

  • If we are unable to fulfill an order due to unavailability or operational constraints, we will offer store credit for the amount paid (or an equivalent replacement product, where appropriate).

4) Pricing & Payment

  • Prices are in AED unless stated otherwise and may be updated without prior notice.

  • Promotional pricing, voucher codes, and limited-time offers are subject to specific conditions and may be withdrawn at any time.

  • If a pricing or description error occurs, we may cancel the affected order and will notify you. In such cases, we will issue store credit for any amount paid for the affected item(s).

5) Delivery & Pickup

Delivery

  • Please ensure the delivery address, recipient name, and phone number are accurate and reachable.

  • Delivery timings are estimates and may vary due to traffic, peak periods, weather, road restrictions, or other circumstances beyond our control.

  • If the recipient is unavailable/unreachable, or the address details are incomplete/incorrect, any delay, redelivery, or product quality impact (especially for perishable items) is the customer’s responsibility.

Pickup

  • “Pickup Only” items must be collected within the confirmed pickup window.

  • Orders not collected within the confirmed window may be treated as completed due to the perishable nature of the products.

6) Perishable Goods, Handling & Storage

Our products are perishable and may be sensitive to heat and humidity.

  • Once the order is handed over to the customer (delivery or pickup), responsibility for proper storage and handling transfers to the customer/recipient.

  • We are not responsible for quality changes due to delayed receipt, exposure to heat, mishandling, or storage outside recommended conditions after handover.

7) Changes, Customization & Cancellations

  • Many Memz Bites items are made-to-order. Once production has started, changes or cancellations may not be possible.

  • Requests to edit order details (delivery time, message card, design notes, etc.) are subject to availability and production status.

  • For fully customized designs, minor finishing variations may occur as part of handcrafted work, while keeping the intended theme and presentation.

8) Returns, Store Credit & Quality Concerns (No Refunds)

Due to the nature of food and perishable goods, we do not accept returns and we do not offer refunds.

If there is an issue

We will review and support you if:

  • You received the wrong item, or

  • The order arrived damaged, or

  • There is a verified quality issue attributable to us at the time of handover.

To report an issue:

  • Contact us within 24 hours of delivery/pickup, and provide:

    • Order number

    • Clear photos (and video if applicable)

    • Brief description of the issue

Resolution

After review (and at our discretion), we may offer:

  • A replacement (where feasible), or

  • Store credit for the affected item(s)

Important:
Replacements/store credit are not applicable for issues caused by incorrect delivery details, delayed receipt, or improper storage/handling after handover.

9) Allergens & Dietary Information

Our kitchen handles common allergens including (but not limited to) milk, eggs, gluten, soy, and nuts. While we take reasonable precautions, we cannot guarantee that any product is completely allergen-free. Customers are responsible for informing us of allergies before placing the order.

10) Customer Responsibilities

By placing an order, you agree to:

  • Provide accurate contact and delivery/pickup details

  • Ensure the recipient is available to receive the order

  • Store products as instructed immediately after receipt

11) Intellectual Property

All brand content, product names, images, designs, and website materials are owned by or licensed to Memz Bites and may not be copied, reproduced, or used commercially without written permission.

12) Limitation of Liability

To the maximum extent permitted under UAE law:

  • We are not liable for indirect or consequential losses (including missed events, loss of opportunity, or third-party costs).

  • Our total liability, if any, will be limited to providing either a replacement or store credit for the affected item(s), at our discretion.

13) Force Majeure

We are not responsible for delays or failure to perform due to circumstances beyond our reasonable control (including severe weather, road closures, government actions, system outages, or supplier disruptions).

14) Governing Law & Jurisdiction

These Terms are governed by the laws of the United Arab Emirates and disputes shall be subject to the jurisdiction of the UAE courts.

15) Contact

For order support, changes, and concerns, contact Memz Bites via the WhatsApp/phone details shown on our website.