Returns & Refunds Policy
Last Updated: June 2026
1. Overview
This Returns & Refunds Policy applies to all purchases made through uae.coffeesooq.com, operated by ONLINE HUB COFFEE L.L.C (License No. 1629809) ("CoffeeSooq", "we", "our", or "us").
CoffeeSooq is an online coffee marketplace and retailer offering coffee beans, ground coffee, capsules, brewing equipment, accessories, and related products across the United Arab Emirates.
This policy outlines your rights and obligations regarding returns, replacements, cancellations, and refunds. By placing an order on uae.coffeesooq.com, you agree to this Returns & Refunds Policy.
2. Return Window
Coffee Equipment & Accessories
Eligible coffee machines, grinders, brewers, kettles, mugs, accessories, and non-consumable products may be returned within 14 days of delivery, provided they meet the eligibility requirements outlined in this policy.
Coffee Products & Consumables
Due to food safety and hygiene regulations, coffee beans, ground coffee, coffee capsules, coffee pods, syrups, beverages, and other consumable products are generally non-returnable once delivered, unless:
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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 delivered
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The product has expired before delivery
3. Return Eligibility Conditions
To be eligible for a return, products must:
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Be returned within the applicable return period
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Be unused and in original condition
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Include original packaging, accessories, manuals, and documentation
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Not show signs of misuse, damage, alteration, or excessive handling
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Match the product originally delivered
CoffeeSooq reserves the right to inspect returned products before approving a refund, replacement, or exchange.
4. Non-Returnable Items
The following items are not eligible for return unless defective, damaged, or incorrectly delivered:
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Coffee beans, ground coffee, capsules, pods, and other consumable food products
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Opened food or beverage products
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Products with broken manufacturer seals
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Customized or personalized products
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Gift cards or promotional vouchers
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Clearance, final-sale, or non-returnable items
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Products marked as Non-Returnable on the product page
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Products damaged due to misuse, improper storage, or negligence
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, expired, or incorrect product, you must notify CoffeeSooq within 48 hours of delivery.
To assist with verification, we may request:
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Photographs of the product
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Photographs of packaging
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Order information
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Additional supporting evidence where reasonably required
If the claim is approved, CoffeeSooq may offer one of the following remedies:
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Replacement product
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Store credit
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Full refund
Subject to product availability and applicable consumer protection laws.
6. Return Process
To initiate a return:
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Contact Customer Support or submit a return request through your account.
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Provide your order number and reason for return.
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Our team will review the request and confirm eligibility.
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If approved, return instructions or collection arrangements will be provided.
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Returned products will undergo inspection before final approval.
CoffeeSooq reserves the right to reject unauthorized returns.
7. Refunds
Refund Approval
Refunds are issued only after:
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Return eligibility has been confirmed
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Returned products have been received and inspected, where applicable
Refund Processing Time
Approved refunds are typically processed within 7–14 business days.
Actual processing times may vary depending on the payment provider, card issuer, or financial institution.
Refund Method
Refunds will generally be issued through:
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The original payment method used for purchase; or
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Store credit, where agreed by the customer
8. Shipping Charges
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Original shipping fees are generally non-refundable.
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Return shipping costs may be deducted from the refund amount where permitted by law.
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If the return is due to a CoffeeSooq error, damaged item, defective item, or incorrect product delivery, CoffeeSooq will bear reasonable return shipping costs.
9. Order Cancellations
Before Shipment
Orders may be cancelled before dispatch for a full refund.
After Shipment
Once an order has been shipped, cancellation may no longer be possible. Customers may instead be required to follow the return process, subject to product eligibility.
10. Marketplace Seller Responsibility
CoffeeSooq may offer products sold directly by CoffeeSooq and products fulfilled by third-party sellers.
For marketplace orders:
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Sellers are required to comply with this Returns & Refunds Policy.
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CoffeeSooq may assist in resolving disputes between customers and sellers.
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Customers remain protected under applicable UAE consumer protection laws.
11. Rejected Returns
A return request may be rejected if:
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The product falls within a non-returnable category.
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The return request is submitted outside the applicable return period.
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The item has been used, opened, consumed, installed, or damaged by the customer.
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Original packaging, accessories, or components are missing.
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The returned item does not match the original order.
Rejected products may be returned to the customer at the customer's expense.
12. Consumer Rights
Nothing in this policy limits any statutory rights available to consumers under applicable UAE laws.
Customers remain entitled to protections provided under:
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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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Any other mandatory consumer protection legislation
13. Google Merchant Center Compliance
To ensure transparency and compliance with Google Merchant Center requirements:
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Return eligibility is clearly disclosed on product pages where applicable.
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Return periods are clearly communicated to customers.
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Refund policies are publicly accessible before purchase.
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Customers can contact support regarding returns and refunds.
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Refund requests are processed fairly and within reasonable timeframes.
14. 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 Returns & Refunds Policy forms part of the Terms & Conditions governing the use of uae.coffeesooq.com.