Crema One

At The Coffee Souq, we make the best possible efforts to provide quality products and services. All our products undergo quality checks and required tests. However, in any case if your item is damaged / incorrectly delivered, we will happily refund or exchange it for you, upon proof of payment (i.e. your original order receipt). If you find your product has a defect, please take the photographic evidence & email us at  customerservice@thecoffeesouq.ae.

Product must be presented to us before we can proceed with our return policy. When we cannot accept returns: If the returned items do not match our quality standards or our return policy, then we reserve the rights to reject the returns as mentioned below:

When ordered item is found altered/ tampered or used When item is bought on sale When the item seal is opened, in case of consumables When the return process isn’t initiated within 48 hours of accepting the delivery All refunds will be made back to the payment solution initially used by the customer. It will usually take within 7-15 business days for the refund amount to be credited back to the payment solution.

Refunds will only be processed once the returned/damaged item has been successfully validated by the warehouse or store staff.