سياسة الاسترجاع

1. Return Eligibility

A. Consumable Products

Consumable products include coffee beans, ground coffee, capsules, powders, syrups, sauces, tea, chocolate, cups, cleaning products, and other food or beverage items.

Damaged, defective, incorrect, or missing products must be reported within 48 hours of delivery.

Returns may be accepted for:

• Damaged or defective products
• Incorrect products received
• Incorrect quantities received
• Approved change-of-mind requests

For health and safety reasons, opened or used consumable products cannot be returned unless they were damaged, defective, expired, or incorrect when delivered.

B. Coffee Machines and Equipment

Coffee machines, grinders, milk frothers, water dispensers, accessories, and other equipment must be inspected upon delivery.

Visible damage, missing accessories, incorrect models, or delivery issues must be reported within 48 hours of delivery.

Returns may be accepted for:

• Machines damaged during delivery
• Defective machines
• Incorrect machine models received
• Missing parts or accessories
• Approved change-of-mind requests for unused machines

Technical faults reported after 48 hours will be handled according to the applicable product warranty and service terms.

2. Return Conditions

A. Consumable Products

• Products must be unused, unopened, and in their original packaging.
• Labels, barcodes, batch numbers, and expiry dates must remain visible.
• Opened, used, or partially consumed products are not eligible for return unless they were received damaged, defective, expired, or incorrect.
• Products damaged due to improper storage or handling by the customer are not eligible for return.
• Change-of-mind returns require prior approval. The customer must pay the return shipping charges.

B. Coffee Machines and Equipment

• Machines must be unused, uninstalled, and returned in their original packaging for change-of-mind requests.
• All accessories, manuals, warranty cards, cables, parts, labels, serial numbers, and invoices must be included.
• Machines that have been installed, used, modified, or damaged by the customer are not eligible for a change-of-mind return.
• Mood Espresso may inspect or test the machine before approving a return, replacement, or refund.
• Damage caused by misuse, incorrect installation, voltage issues, poor water quality, lack of maintenance, or unauthorized repairs is not eligible for return.
• Change-of-mind returns require prior approval. The customer must pay the collection or return shipping charges.

3. Return Process

To request a return:

1. Contact our customer service team within 48 hours of delivery.
2. Provide your order number, product details, and reason for the request.
3. Provide clear photos or videos of the product, packaging, labels, serial number, and reported damage or defect when requested.
4. For machines, our technical team may require an inspection or diagnostic test.
5. Allow up to 48 hours for our team to review your request.

If approved, Mood Espresso will arrange collection for damaged, defective, incorrect, or incomplete orders.

Products returned without prior approval may not be accepted.

4. Refunds

• Approved refunds will be initiated within 5 banking days after the returned product has been received and verified.
• Refunds will be issued to the original payment method.
• Banks and payment providers may require additional processing time.
• Original shipping charges are non-refundable unless the return resulted from an error by Mood Espresso.
• Inspection, installation, delivery, or service charges may be non-refundable if the service has already been completed.
• Refunds for machines may be subject to technical inspection and confirmation of the reported issue.

5. Replacements

A. Consumable Products

Approved damaged, defective, expired, incorrect, or missing consumable products may be replaced, subject to stock availability.

B. Coffee Machines and Equipment

Approved machines or equipment may be repaired or replaced based on the inspection result, warranty coverage, and stock availability.

If an approved replacement is unavailable, a refund will be issued to the original payment method.

6. Order Cancellations

• To cancel an order before pickup or dispatch, contact our customer service team and obtain confirmation.
• Orders that have already been dispatched cannot be cancelled. You may request a return after delivery, subject to this policy.
• Custom orders, special-order machines, configured equipment, and specially sourced products may not be cancelled once confirmed.
• If an order is cancelled because the delivery location is not serviceable, any prepaid amount will be refunded to the original payment method.
• If a customer refuses delivery without a valid reason, an AED 20 shipping fee may apply.
• Additional delivery or collection charges may apply to machines and heavy equipment based on their size and location.

7. Contact Us

For return, refund, replacement, or cancellation requests, contact our customer service team:

Email: cs@moodespresso.com

Phone or WhatsApp: +971 52 701 6501

Please include your order number, product details, and reason for contacting us.