Returns Policy

Sand & Brew Coffee Trading LLC

Effective date: May 11, 2026

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📅 Section 1 — 30 Day Return Window

You have 30 calendar days from the date of delivery to return any eligible item.

Important: Day 31 = zero refund. No exceptions. No extensions.

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✅ Section 2 — What Can Be Returned

The following items can be returned within 30 days:

• Coffee machines (all types)
• Espresso grinders
• Brewing equipment (pour-over, French press, Chemex, V60, AeroPress)
• Digital scales
• Tampers, pitchers, milk frothers
• Glassware and mugs

Conditions for return:

• Unused — zero coffee residue
• No water stains or scratches
• Original box with all foam, plastic, and accessories intact
• Original invoice included
• All manuals and warranty cards present

Important: Missing one condition = return refused. Package sent back to you at your cost.

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🚫 Section 3 — What Cannot Be Returned

These items cannot be returned for any reason. Period.

Item	Reason
Opened coffee beans	Food safety — UAE law
Unopened coffee beans after 7 days from delivery	Freshness loss
Ground coffee (any quantity)	Food safety
Sample packs	All sales final
Gift cards	Digital product — non-refundable
Clearance items (marked “Final Sale”)	Liquidation pricing
Custom roasts (private label)	Made to order for your business

Note: Once the coffee bag seal is broken, the sale is final. No discussion.

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📋 Section 4 — How to Return an Item

1. Email refunds@coffeestoreuae.com
2. Subject line: Return – Order #<your order number>
3. Include in your email:

• Full name
• Order number
• Product name
• Reason for return
• Photos of the item (3 angles minimum)

1. Wait for RMA number — sent within 48 hours
2. Print RMA number and place inside the box
3. Ship to the address in Section 7

Important: No RMA number = your package will be refused at the warehouse door. No refund. No exceptions.

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💰 Section 5 — Return Shipping Fees

Scenario	Who pays
Customer changed mind	Customer pays
Ordered the wrong item by mistake	Customer pays
Item doesn’t fit your needs	Customer pays
We shipped the wrong item	We pay — free return label provided
Product is defective	We pay — free return label provided
Product damaged in transit	We pay — free return label provided

Customer-paid return shipping cost within UAE: AED 25 – AED 150 (depends on your location).

We recommend using a trackable shipping method. We are not responsible for lost return packages.

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🏷️ Section 6 — Restocking Fee

A 15% restocking fee applies to all returned electronic items:

• Coffee machines (automatic, semi-automatic, manual)
• Electric grinders
• Digital scales

No restocking fee for:

• Manual brewers (V60, Chemex, French press, AeroPress)
• Manual grinders
• Accessories (tampers, filters, pitchers)
• Glassware and mugs

Fee calculation examples:

Item	Price	Restocking fee (15%)	Refund amount
Espresso machine	AED 1,000	AED 150	AED 850
Electric grinder	AED 500	AED 75	AED 425
Manual brewer	AED 100	AED 0	AED 100

Note: Restocking fee is deducted from your refund. You do not pay separately.

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📍 Section 7 — Return Shipping Address

Send all approved returns with RMA number to:

Sand & Brew Coffee Trading LLC – Returns
Warehouse 7, Al Quoz Industrial Area 3
Dubai, United Arab Emirates
P.O. Box 12345
Phone: +971 4 123 4567 (extension 5)

RMA number must be written on the outside of the box.

Return hours (drop-off by appointment only):

• Sunday – Thursday: 9:00 AM – 3:00 PM
• Friday – Saturday: Closed
• National holidays: Closed

Important: Do not drop off without an RMA number and appointment. Your package will be refused.

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⏱️ Section 8 — Refund Timing

Stage	Time
RMA number issued	24–48 hours
Your package ships to us	Customer responsibility
Warehouse receipt confirmation	Within 48 hours of delivery to us
Inspection completed	3–5 business days after receipt
Refund processed	Within 14 business days of inspection
Refund on your bank statement	3–7 business days (depends on your bank)

Total time from your shipment to refund in your account: 10–25 business days typically.

Note: We do not process refunds faster because you are in a hurry.

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💳 Section 9 — Refund Method

Original payment method	Refund method	Timing
Credit card (Visa, Mastercard, Amex)	Same credit card	3–7 business days to statement
Debit card	Same debit card	3–7 business days to account
Bank transfer	Same bank account	5–10 business days
Cash on Delivery (COD)	Store credit only	24 hours after processing

Important: No cash refunds for COD orders. Ever.

Store credit:

• Issued as a digital code sent to your email
• Valid for 12 months from issue date
• Can be used on any product on our website
• Non-transferable
• Cannot be exchanged for cash

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⚠️ Section 10 — Defective Products (48 Hour Deadline)

You have 48 hours from delivery to report defective products.

Important: After 48 hours, the product is legally considered accepted in its current condition. No defect claims will be processed.

How to report a defect:

1. Email defects@coffeestoreuae.com
2. Subject line: Defect – Order #<number> – <product name>
3. Attach:

• 3 clear photos showing the defect
• 1 video (max 30 seconds) showing the problem
• Photo of the shipping box (all 6 sides)

What happens next:

Step	Action	Timeframe
1	We review your submission	24 hours
2	We send a prepaid return label	24–48 hours
3	You ship the defective unit back	Your responsibility
4	We inspect and verify the defect	3–5 business days
5	We repair, replace, or refund	See table below

Remedies for verified defects (in this order):

Preference	Action	Timeframe
First	Repair by authorized technician	10–15 business days
Second	Replacement with identical model	5–7 business days
Third	Full refund (if repair and replacement not possible)	14 business days

If the defect is not verified (customer-caused damage):

• We ship the unit back to you
• You pay return shipping (AED 50)
• No refund. No repair. No replacement.

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🔄 Section 11 — Exchanges

We do not offer exchanges.

To get a different product:

1. Return the original item (follow Section 4)
2. Wait for your refund (Section 8)
3. Place a new order for the product you want

Note: We do not hold inventory for exchanges. We do not process “swaps”.

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🎄 Section 12 — Holiday Returns

Purchases made between November 15 and December 25:

• Return window extended to January 31
• All other return conditions remain the same
• Restocking fees still apply

Example: Buy on December 20 = must return by January 31 (not January 19).

Important: This extension does not apply to coffee beans. Coffee beans are never returnable once opened, regardless of holidays.

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📞 Section 13 — Contact Information

Issue	Email	Extension	Response time
Return requests	refunds@coffeestoreuae.com	Ext. 5	24 hours
Defective products	defects@coffeestoreuae.com	Ext. 6	24 hours
Return status questions	returns@coffeestoreuae.com	Ext. 5	24 hours
RMA number inquiries	rma@coffeestoreuae.com	Ext. 5	48 hours

Mail address for written inquiries:

Sand & Brew Coffee Trading LLC – Returns Department
Warehouse 7, Al Quoz Industrial Area 3
Dubai, United Arab Emirates
P.O. Box 12345

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⚖️ Section 14 — Governing Law

This Returns Policy is governed by the laws of Dubai, United Arab Emirates.

Any dispute regarding returns or refunds shall be resolved exclusively in the courts of Dubai.

Note: UAE Consumer Protection Law (Federal Law No. 15 of 2020) applies to defective products only. It does not apply to customer remorse returns.

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📝 Section 15 — Policy Changes

We reserve the right to change this Returns Policy at any time without notice.

• Changes apply to orders placed after the effective date of the change
• Orders placed before the change are governed by the policy in effect at the time of purchase
• The current effective date is always displayed at the top of this page

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This is your complete Returns Policy. No softer version exists.

By placing an order with Sand & Brew Coffee Trading LLC, you agree to all terms in this Returns Policy.

END OF RETURNS POLICY