Return

Last Updated: September 2026

At Nashwa Coffee, we want you to be satisfied with every order. This Return & Refund Policy explains how returns, replacements and refunds are handled for purchases made through nashwacoffee.com.

This policy is intended to operate in accordance with applicable consumer protection laws and regulations of the United Arab Emirates.

Returns

If you receive an eligible non-food product and wish to request a return, please contact Nashwa Coffee within 7 days of receiving your order.

To be eligible for a return, the product must:

  • Be unused and in its original condition
  • Be in its original packaging
  • Include all accessories, labels and documentation supplied with it
  • Be accompanied by your order number or proof of purchase

Coffee, Food & Perishable Products

Due to hygiene, food safety and freshness considerations, coffee, beverages, food products and other perishable or consumable items generally cannot be returned or exchanged simply because you changed your mind after the product has been opened or used.

This does not affect your rights where a product is defective, damaged, expired, incorrectly supplied or otherwise does not conform to your order or applicable consumer protection requirements.

Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, incomplete or you receive the wrong product, please contact us as soon as possible.

Please provide:

  • Your order number
  • Your name and contact details
  • A description of the issue
  • Clear photographs or video showing the product and packaging

Once the issue has been reviewed and confirmed, Nashwa Coffee may provide an appropriate remedy, which may include:

  • A replacement product
  • A refund
  • Store credit, where agreed with the customer
  • Another appropriate remedy required under applicable UAE law

Non-Returnable Items

Except where the item is defective, damaged, incorrectly supplied or where applicable law requires otherwise, the following items are generally not eligible for return:

  • Opened coffee bags or coffee products
  • Opened beverages or food products
  • Perishable goods
  • Products that have been consumed or partially consumed
  • Products damaged due to misuse or improper storage after delivery
  • Products returned without their original packaging where required
  • Gift cards or digital products, where applicable
  • Items marked as final sale, subject to applicable UAE consumer rights

Change of Mind

Change-of-mind returns may be accepted for eligible unused and unopened non-perishable products if you contact us within 7 days of delivery.

The customer may be responsible for return delivery costs for a change-of-mind return unless otherwise agreed by Nashwa Coffee.

Original delivery charges may be non-refundable for change-of-mind returns, except where required by applicable law.

Refunds

Once an approved returned item has been received and inspected, we will notify you regarding your refund.

Approved refunds will normally be processed back to the original payment method used for the purchase.

Please allow reasonable processing time for the refund to appear in your account. Processing times may vary depending on your bank, card issuer or payment provider.

Shipping Costs for Defective or Incorrect Orders

If a return is required because Nashwa Coffee supplied an incorrect, defective or damaged product, Nashwa Coffee will arrange or cover reasonable return delivery costs where applicable.

Exchanges

Eligible products may be exchanged subject to stock availability.

If the requested replacement product is unavailable, we may offer an alternative product or process an appropriate refund.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

If your order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

Once an order has been prepared, roasted, packed or dispatched, cancellation may no longer be possible, particularly for personalised, freshly prepared or perishable products.

Promotional & Sale Items

Promotional or sale products are subject to the same protections for defective, damaged or incorrectly supplied goods.

Change-of-mind returns for promotional or clearance products may be restricted where permitted by applicable law and where this has been clearly communicated before purchase.

Refunds for Online Payments

Where a refund is approved for an order paid online, the refund will generally be issued through the same payment channel used for the original transaction.

Nashwa Coffee is not responsible for additional processing delays caused by banks, card issuers or third-party payment providers.

Your UAE Consumer Rights

Nothing in this policy is intended to limit any mandatory consumer rights available to you under applicable United Arab Emirates consumer protection laws and regulations.

Contact Us

If you have a question regarding a return, refund, replacement or damaged order, please contact:

Nashwa Coffee
Website: nashwacoffee.com