Refund Policy

This policy applies to everything sold on luvf.com, a site managed and operated by ALTATBILA ALJAHEZA FOR FOOD SUPPLIES AND RESTAURANT MANAGEMENT COMPANY, State of Kuwait, trading as LUVF.

We sell fresh food and meal plans. Because food is perishable and prepared specifically for our customers, we do not accept general returns after food has left our kitchen. However, if something goes wrong with your order, we will always work with you to provide the appropriate solution.

Nothing in this policy limits your rights under the Consumer Protection Law of the State of Kuwait.

If something is wrong with your food

Please contact us within 24 hours of delivery at Hello@luvf.com or +965 2227 3732 with your order number and a photograph of the issue.

We will review your request and provide the appropriate solution, which may include a replacement, refund, or store credit.

We consider the following situations as product issues:

• The food arrived spoiled or was already past its expiry date
• The wrong item was delivered
• An item was missing from your order
• The packaging was damaged or opened
• The food arrived warm when it should have been chilled
• An ingredient you requested to exclude was included in your meal

You do not need to return the food to us.

Personal taste preferences are not considered a product fault. However, we always appreciate your feedback and use it to improve our meals.

Meal plans

Before your plan starts

You may cancel your meal plan at any time before your first delivery day and receive a full refund.

No cancellation fee or administrative deduction applies.

Refunds will be returned to the original payment method used for the purchase.

After your plan starts

Once your meal plan has started, refunds are not available because your ingredients are purchased and your meals are prepared specifically for you.

Instead, your remaining meal plan days can be frozen and resumed on a date that works for you.

To freeze your plan, please contact us at least two days before the date you would like the freeze to begin.

If we cannot continue delivering your plan due to a supply issue or because we no longer serve your delivery area, we will refund all unused and undelivered days.

A started meal plan does not affect your rights if food arrives spoiled, incorrect, or incomplete. These situations are always handled according to this policy.

Orders cancelled before preparation begins

If you cancel an order before food preparation begins, we will issue a full refund.

Once preparation has started, the rules above will apply because the food has been specifically prepared for your order.

How refunds are issued

Approved refunds are returned to the original payment method and processed in Kuwaiti Dinar (KWD).

Please allow up to 14 business days for the refund to appear, depending on your bank or payment provider.

How to contact us

For refund requests or any questions, please contact:

Email: Hello@luvf.com
Phone: +965 2227 3732

Customer service hours: Every day, 10:00am – 10:00pm (Kuwait time).

We aim to respond to all requests within two business days.

If you are not satisfied with our response, you may raise the matter with the Consumer Protection Department of the Ministry of Commerce and Industry, State of Kuwait.

Last updated: 20 August 2026