Refund & Returns Policy

At RoastMark, customer satisfaction and product quality are important to us. We carefully handle our coffee products to ensure they reach our customers in excellent condition.

1. Returns & Exchanges

Due to the nature of our coffee products as consumable food items, we do not accept returns or exchanges for change of mind, personal taste preferences, or incorrect selections made by customers.

This policy does not affect your rights regarding defective, damaged, incorrect, or otherwise non-compliant products under applicable UAE consumer protection laws.

2. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, expired, or different from what you ordered, please contact RoastMark as soon as possible.

To help us resolve your concern, please provide:

• Your order number

• A description of the issue

• Clear photographs of the product and packaging, where available

We will review the issue and arrange an appropriate resolution in accordance with applicable UAE consumer protection laws.

3. Refunds & Replacements

For eligible claims involving damaged, defective, or incorrect products, customers may be entitled to a refund or replacement in accordance with applicable UAE law.

Where a refund is required, we will coordinate the refund process with the customer, including for orders paid through Cash on Delivery (COD).

Customers will not be charged additional shipping fees for resolving verified product defects or errors attributable to RoastMark.

4. Non-Returnable Products

We generally do not accept change-of-mind returns for:

• Coffee purchased in error

• Products that customers no longer want

• Products that do not match personal flavor preferences

• Opened or used products without a product quality issue

These restrictions do not apply where a customer has a legal right to a refund, replacement, or other remedy.

5. Order Cancellations

If you wish to cancel an order, please contact RoastMark as soon as possible.

Cancellation requests can generally be accommodated before the order has been dispatched.

Once an order has been handed over to our delivery partner, cancellation requests will be reviewed based on the shipment status and applicable consumer rights.

6. Return Shipping

If a product needs to be collected or returned due to a verified defect, damage, or an incorrect item supplied by RoastMark, we will coordinate the return arrangements without additional charges to the customer.

7. Contact Us

If you have any questions about refunds, returns, replacements, or order cancellations, please contact RoastMark through our Contact Us page.

Our team will be happy to assist you and work toward a fair resolution.

8. Consumer Rights

This policy is subject to the applicable consumer protection laws and regulations of the United Arab Emirates.

Nothing in this policy limits or excludes any mandatory consumer rights provided by UAE law.

Thank you for shopping with RoastMark.