Return & Refund Policy – E-Commerce

At The Espresso Lab, we take pride in delivering freshly roasted coffee products and carefully curated merchandise with the highest quality and care. If there is an issue with your order, return, exchange, cancellation, and refund requests will be reviewed according to this policy and remain subject to approval by The Espresso Lab.

Return Period

Return and exchange requests are accepted based on the delivery destination:

• UAE Orders: Within 2 calendar days of receiving the order
• GCC Orders: Within 10 calendar days of receiving the order
• International Orders: Within 15 calendar days of receiving the order

All requests are subject to review, inspection, and approval by The Espresso Lab team.

Coffee & Coffee Bean Products

Due to the perishable nature of coffee products and to maintain freshness, quality, and food safety standards, coffee and coffee bean products are generally non-returnable and non-refundable once delivered.

Exceptions may be considered if:

• Packaging is torn, leaking, punctured, or improperly sealed
• Incorrect coffee origin, roast profile, or product was supplied
• Product is damaged during delivery
• Product does not match the confirmed order
• A confirmed quality issue exists

Coffee products must not be excessively consumed or used beyond reasonable assessment purposes.

Returns & Exchanges

Non-coffee products including equipment, accessories, drinkware, merchandise, and related items may qualify for return or exchange.

Items must be unused, in original condition, returned with original packaging, and include proof of purchase.

Returns may be accepted for:

• Damaged items
• Incorrect products received
• Manufacturing defects
• Missing components or accessories

Items returned without approval, or showing misuse, damage, modification, or excessive use, may be rejected.

Non-Returnable Items

The following items are not eligible for return or refund:

• Sale or clearance items
• Gift cards
• Personalized products
• Products damaged due to misuse or improper storage

International Orders

International return and refund eligibility may vary depending on destination country, customs regulations, product type, and applicable laws.

International shipping charges, customs fees, taxes, and clearance costs are generally non-refundable unless the issue is caused by The Espresso Lab.

Order Cancellations

Coffee orders are roasted after confirmation. Cancellation requests must be submitted within 24 hours of order confirmation.

Orders already roasted, packed, processed, or prepared for shipment may not be eligible for cancellation.

Refunds

Approved refunds will be processed to the original payment method within approximately 15 business days.

Processing times may vary depending on banks and payment providers. Third-party payment processing fees may be non-refundable.

Wholesale Return & Refund Policy

At The Espresso Lab, we value our long-term relationships with wholesale partners and are committed to supplying freshly roasted specialty coffee with the highest standards of quality, consistency, and care.

All wholesale return, exchange, replacement, credit, or refund requests are subject to review, assessment, and approval by The Espresso Lab.

Return & Quality Assessment Period

Wholesale clients may submit return, exchange, or quality assessment requests within 14 calendar days from the date the order is received.

This period allows sufficient resting time for roasted coffee before evaluation and brewing.

Eligible Concerns

Wholesale requests may be considered for:

• Confirmed roasting defects
• Incorrect coffee supplied
• Packaging damage affecting quality
• Damaged deliveries
• Incorrect quantities or fulfillment issues

Supporting documents may include roast batch details, brewing information, photos, videos, cupping notes, and invoice references.

International & GCC Wholesale Orders

GCC and international wholesale orders require quality assessment due to shipping conditions, customs procedures, climate exposure, and storage variables outside the UAE.

Shipping fees, duties, taxes, and clearance charges are generally non-refundable unless a confirmed production or fulfillment issue is identified.

Non-Eligible Claims

Claims may not be accepted for:

• Improper storage or handling
• Brewing inconsistencies unrelated to coffee quality
• Flavor preference changes
• Normal coffee aging and degassing

Refunds, Credits & Replacements

Approved wholesale claims may be resolved through:

• Replacement product
• Account credit
• Partial refund
• Full refund

Approved refunds are processed within approximately 15 business days.

Contact Information

Email: webmaster@theespressolab.com
Mobile: +971 50 101 1594

Policy Updates

The Espresso Lab reserves the right to update or modify this policy at any time without prior notice.