Return & Cancellation Policy

1. Overview & Legal Framework

This Return and Cancellation Policy applies to all purchases of coffee beans and coffee accessories made through our online store, mobile application, and physical retail locations. This policy is established in full compliance with Egyptian Consumer Protection Law No. 181 of 2018, its Executive Regulations, and the decisions issued by the Egyptian Consumer Protection Agency (CPA). All customers are entitled to the rights described herein and these rights cannot be waived or excluded.

 

2. Right of Return – General Conditions

In accordance with Article 20 of Egyptian Consumer Protection Law No. 181 of 2018, customers have the right to return products and receive a full refund under the following conditions:

 

2.1 Standard Return Window

• You may return eligible products within fourteen (14) calendar days from the date of receipt.
• The product must be in its original, unused condition with all original packaging, tags, seals, and accessories intact.
• A valid proof of purchase (receipt, invoice, or order confirmation) is required for all returns.

 

2.2 Products Eligible for Return

• Coffee accessories (grinders, brewing equipment, filters, cups, storage containers, etc.) that are unused and in original packaging.
• Sealed coffee bean packages where the original seal has not been broken.
• Defective or damaged products received upon delivery, subject to inspection.

 

2.3 Products NOT Eligible for Return

• Opened coffee bean packages — due to hygiene and perishability concerns — unless the product is proven defective or expired.
• Products damaged due to misuse, negligence, or improper handling by the customer after delivery.
• Products returned without original packaging, tags, or proof of purchase.
• Custom or personalized orders (e.g., custom-ground coffee to specific customer specifications).
• Perishable goods that have exceeded their best-before or expiry date after delivery.

 

3. Defective & Non-Conforming Products

Under Egyptian Consumer Protection Law, you are fully entitled to a replacement, refund, or repair if a product is found to be:

• Defective, damaged, or broken upon receipt
• Not as described on our website, listing, or packaging
• Expired or carrying an incorrect / misleading expiry date
• Contaminated or unsafe for consumption (applicable to coffee beans and food-grade accessories)

 

For defective products, please notify us within forty-eight (48) hours of receipt by contacting customer service and providing photographic or video evidence along with your order details. We will arrange a free collection and offer you the choice of a full replacement or a full refund.

 

4. Return Process – Step by Step

• Step 1 — Contact us: Reach our customer service team by email or phone within the applicable return window.
• Step 2 — Provide details: Share your order number, the item(s) you wish to return, and the reason for the return.
• Step 3 — Receive RMA: Our team will issue a Return Merchandise Authorization (RMA) number and provide return instructions.
• Step 4 — Ship the item: Pack the product securely and send it back. For defective items, we will arrange a free pickup at no cost to you.
• Step 5 — Receive refund/replacement: Upon receipt and inspection of the returned item, we will process your refund or send a replacement within the timeframe stated below.

 

5. Refund Policy

5.1 Refund Methods

Refunds will be issued using the same payment method used for the original purchase, in accordance with Egyptian Central Bank regulations and CBE directives:

• Credit / Debit Card: Refunded to the original card within 7–14 business days.
• Bank Transfer: Processed and credited within 5–10 business days.
• Cash on Delivery (COD): Refunded via bank transfer or store credit at the customer’s choice.
• Digital Wallets (e.g., Vodafone Cash, Fawry): Refunded to the original wallet within 3–7 business days.

 

5.2 Refund Deductions

• Original outbound shipping fees are non-refundable unless the return is due to our error or a product defect.
• For non-defective voluntary returns, the customer bears the cost of return shipping, which may be deducted from the refund amount.
• No restocking fee is charged for defective or mis-described products.

 

5.3 Partial Refunds

A partial refund may be issued if a returned product shows signs of use, missing accessories, or incomplete packaging — provided the item is still eligible for return under this policy. We will inform the customer before processing a partial refund.

 

6. Order Cancellation Policy

6.1 Cancellation Before Dispatch

You may cancel your order at any time before it has been dispatched (shipped). To cancel:

• Contact us immediately via phone or email quoting your order number.
• If the order has not yet been processed or dispatched, we will cancel it in full.
• A full refund will be issued within 3–5 business days.

 

6.2 Cancellation After Dispatch

Once an order has been dispatched, it cannot be cancelled directly. You may refuse the delivery at the door, in which case the parcel will be returned to us. Please note:

• Refunds will be issued only after the returned product is received at our warehouse and inspected.
• Original shipping fees and return logistics costs may be deducted from the refund where applicable.
• Please do not refuse delivery without contacting us first to avoid unnecessary delays.

 

6.3 Pre-Order & Special Item Cancellations

For pre-ordered coffee products, seasonal blends, or limited-edition items, cancellations must be submitted at least seventy-two (72) hours before the scheduled dispatch date to be eligible for a full refund. Cancellations made after this window may be subject to a handling fee.

 

7. Contact Us

Customer Service Team

Email: [Support@jouffee.com]

Phone: [+20 101 8888 508]

Address: [Haram, Giza, Egypt]