Refund policy
Caffeine & Culture – Refund and Return Policy
Oct 7, 2026 · @Sundas
Last updated: 7 October 2026
At Caffeine & Culture, every bag is roasted to order in small batches at our roastery in Dubai Design District (d3). Because coffee is a fresh food product, we cannot accept returns for change of mind. If anything arrives damaged, incorrect or not up to our standard, we will make it right.
Nothing in this policy affects your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.
1. Coffee and consumable products
For hygiene and freshness reasons, we are unable to accept returns, exchanges or refunds on coffee beans, ground coffee, drip bags or other consumable products, whether opened or unopened, unless they are damaged, defective or incorrect (see section 2).
This includes orders where:
• you change your mind or prefer a different taste profile
• the wrong grind size or quantity was selected at checkout
• coffee was ground to your chosen brew method, as it is prepared to your specification
2. Damaged, defective or incorrect orders
If your order arrives damaged, is not what you ordered, or is spoiled or past its best-before date on arrival, we will send a free replacement or give you a full refund.
1. Contact us within 48 hours of delivery at hello@cnccafe.ae or on WhatsApp at +971 50 959 9580.
2. Include your order number, a short description of the issue and clear photos of the product, packaging and shipping label.
3. Keep the product and its original packaging until we confirm the outcome, as our courier may need to collect it.
Quality faults that only become clear after opening can be reported within 30 days. We cover all return shipping costs for damaged, defective or incorrect items.
3. Order cancellations
You can cancel your order free of charge before it is roasted. Because we roast within 48 hours of ordering, please contact us as soon as possible with your order number. Once your coffee has been roasted or dispatched, the order cannot be cancelled.
4. Academy workshops and courses
|
When you cancel |
What you receive |
|
7 days or more before the session |
Full refund, or a free transfer to another date |
|
3 to 6 days before the session |
One free transfer to another date, or a 50% refund |
|
Less than 72 hours before, or no-show |
No refund; you may send someone in your place at no extra cost |
If we cancel or reschedule a session, you can choose a full refund or a place on another date. Corporate and private bookings follow the terms in their written quotation.
5. Wholesale orders
Wholesale, white-label and catering orders are covered by the terms of the relevant supply agreement or quotation. Please contact your account manager about any quality concern.
6. How refunds are issued
• All refunds are made to the original mode of payment.
• Approved refunds are processed within 3 business days. Depending on your bank or card issuer, it may take 5 to 14 business days for the amount to appear in your account.
• If the whole order was damaged, defective or incorrect, the original delivery charge is also refunded.
7. Contact us
Caffeine & Culture
In5 Design, Dubai Design District (d3), Dubai, United Arab Emirates
Email: hello@cnccafe.ae · WhatsApp: +971 50 959 9580
We reply within 24 hours, Monday to Saturday.