Refund Policy

Last Updated: 18-06-2026

This policy applies to purchases made through daratalqahwa.com and related online ordering channels operated by Darat al-Qahwa ("we", "us", "our") in the Kingdom of Saudi Arabia. By placing an order, you agree to the terms below.

Scope

This policy covers retail products (coffee, nuts, accessories), café menu items, and related online orders. In-branch purchases at physical locations may be subject to branch-specific policies where applicable.

Order cancellation

You may cancel an order at no charge if it has not yet been prepared, packed, or dispatched. Once preparation or fulfillment has started, cancellation may not be possible. To request cancellation, contact us immediately with your order number at info@daratalqahwa.com or through the phone number listed on our Contact page.

If payment was captured and the order is cancelled before fulfillment, we will issue a full refund to the original payment method within 7–14 business days, depending on your bank or card issuer.

Returns & exchanges

Retail products (sealed goods): Unopened, unused items in original packaging may be returned within 7 days of delivery, subject to inspection. Perishable goods, opened food items, and customized products are not eligible for return unless defective or incorrect.

Menu / prepared items: Prepared beverages and food items cannot be returned once prepared, except in cases of verified quality issues, wrong items, or missing items from your order.

Exchanges may be offered for defective or incorrect retail products, subject to stock availability.

Refunds

Approved refunds are processed to the original payment method used at checkout. Refund timing depends on your payment provider and bank, typically within 7–14 business days after approval.

Refunds may be partial or full depending on the situation (e.g. missing item vs full order cancellation). Delivery fees are refundable only when the entire order is cancelled before dispatch or when the error is on our side.

Non-refundable situations

Refunds may be declined if: the product was used or opened (where not defective); the return request is made outside the allowed period; the issue resulted from incorrect information provided by the customer (wrong address, contact details, or size selection); or the item is excluded by law or product type (perishables, promotional final-sale items where stated).

Damaged, wrong, or missing items

Please report damaged, incorrect, or missing items within 24 hours of delivery or pickup. Include your order number and photos where applicable. We will review and offer a replacement, credit, or refund as appropriate.

Chargebacks & disputes

We encourage customers to contact us first so we can resolve issues quickly. Unfounded chargebacks may result in suspension of future online orders while the dispute is investigated.

Consumer rights (Saudi Arabia)

Nothing in this policy limits your statutory rights under applicable laws and regulations in the Kingdom of Saudi Arabia, including e-commerce and consumer protection rules.

Changes to this policy

We may update this policy from time to time. The revised version will be posted on this page with an updated date. Continued use of our online ordering services after changes constitutes acceptance.

Contact us

For refund, return, or cancellation requests: info@daratalqahwa.com — please include your order number and a brief description of the issue.