Cancellation Policy
Last Updated: June 2026
1. Overview
This Cancellation Policy applies to all orders placed through uae.coffeesooq.com, operated by ONLINE HUB COFFEE L.L.C (License No. 1629809) ("CoffeeSooq", "we", "our", or "us").
Customers may request order cancellations subject to the terms, conditions, and limitations outlined in this policy.
This Cancellation Policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, and Returns & Refunds Policy.
2. Cancellation Before Dispatch
Orders may be cancelled before they have been dispatched for delivery.
Customers may request cancellation by:
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Accessing their customer account (where available)
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Contacting Customer Support
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Submitting a cancellation request through the website
Orders successfully cancelled before dispatch are generally eligible for a full refund, including any shipping charges paid.
CoffeeSooq reserves the right to verify cancellation requests before approval.
3. Cancellation After Dispatch
Once an order has been dispatched, cancellation may no longer be possible.
If a cancellation request is submitted after dispatch:
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Approval will depend on shipment status.
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Delivery charges may be deducted from any refund where permitted by law.
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Return shipping costs may apply where applicable.
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Customers may be required to complete the return process in accordance with the Returns & Refunds Policy.
Customers may refuse delivery of eligible products; however, refund eligibility will remain subject to product return conditions and applicable policies.
4. Coffee Products & Consumable Goods
Due to food safety, hygiene, and quality-control requirements, orders containing consumable products such as:
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Coffee beans
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Ground coffee
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Coffee capsules
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Coffee pods
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Coffee concentrates
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Syrups
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Beverages
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Other food-related products
may not be eligible for cancellation once dispatched.
Such products may only qualify for refunds or replacements if:
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The item is defective
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The item is damaged during delivery
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The wrong item was supplied
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The product is expired upon delivery
Additional conditions are outlined in our Returns & Refunds Policy.
5. Marketplace & Seller-Fulfilled Orders
Certain products may be supplied directly by third-party marketplace sellers.
Such orders may:
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Require additional cancellation processing time
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Have seller-specific operational restrictions
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Become non-cancellable once preparation or fulfillment has commenced
CoffeeSooq will make reasonable efforts to facilitate cancellation requests but cannot guarantee cancellation once seller processing has begun.
6. Customized & Special Orders
The following orders may not be eligible for cancellation after processing has started:
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Customized products
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Personalized products
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Special-order items
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Bulk or commercial orders
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Products specifically sourced at customer request
Where cancellation is accepted after processing has commenced, reasonable costs already incurred may be deducted from any refund where permitted by law.
7. Refund Processing
Approved refunds arising from cancelled orders are generally processed within 7–14 business days.
Actual processing times may vary depending on:
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Payment provider
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Card issuer
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Financial institution
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Banking procedures
Refunds will generally be issued through:
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The original payment method; or
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Store credit, where agreed by the customer
8. Cancellation by CoffeeSooq
CoffeeSooq reserves the right to cancel any order at its sole discretion, including but not limited to situations involving:
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Product unavailability
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Inventory discrepancies
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Pricing errors
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Payment authorization failure
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Suspected fraud or abuse
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Regulatory requirements
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Seller fulfillment issues
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Operational or technical limitations
Where payment has already been collected, an appropriate refund will be issued.
9. Consumer Protection
Nothing in this policy limits any rights available to consumers under applicable UAE consumer protection laws.
This policy is intended to comply with:
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UAE Federal Decree-Law No. 15 of 2020 concerning Consumer Protection
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Applicable UAE E-Commerce Regulations
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Other mandatory legal requirements
10. Contact Information
ONLINE HUB COFFEE L.L.C
License No.: 1629809
Registered Address:
Office Owned by Arabian Boutique Hotel,
Al Shindagha Area,
Dubai, United Arab Emirates
Customer Support Email: support@coffeesooq.com
Website: uae.coffeesooq.com
Customer Support Hours:
Monday – Sunday, 9:00 AM – 8:00 PM (GST)
This Cancellation Policy forms part of the Terms & Conditions governing the use of uae.coffeesooq.com.