Refund policy

Return & Refund Policy

Thank you for shopping at Abu Sultan Coffee (https://www.abusultancoffee.com). We want to ensure you have an exceptional shopping experience. Please read our policy below regarding returns, exchanges, and refunds.

1. Return Window

You have 14 days from the date you receive your item to request a return or exchange. If 14 days have passed since your delivery, we unfortunately cannot offer you a refund or exchange.

2. Coffee vs. Merchandise Policy (Health & Safety)

To comply with strict health and safety regulations, our products are handled under two different categories:

  • Coffee Products (Raw/Roasted Coffee Beans & Grounds): Because coffee is a perishable food item, coffee products cannot be returned or exchanged once opened for health and safety reasons. If there is a clear manufacturing defect or you received the wrong blend, please contact us immediately.

  • Non-Food Merchandise (Grinders, Pots, Cups, Equipment, etc.): To be eligible for a return, these items must be completely unused, undamaged, in the same condition that you received them, and must be in their original packaging.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your final refund amount.

4. Refund Methods (Including Cash on Delivery)

Once your return is received and inspected, we will send you an email or message to notify you that we have received your returned item and whether your refund is approved. If approved, your refund will be processed via one of the following methods:

  • Prepaid Orders (Credit/Debit Cards): Refunds will be automatically credited back to your original payment method.

  • Cash on Delivery (COD) Orders: For orders paid in cash upon delivery, you can choose to receive your refund via:

    1. Store Credit / Discount Vouchers to be used on your next purchase.

    2. A direct Bank Transfer.

    3. A Mobile Wallet Transfer (such as Vodafone Cash or equivalent).

5. Damaged or Wrong Items

Please inspect your order upon reception. Contact us immediately at abusultancoffee@gmail.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.