Refund and Exchange Policy

This policy is in Arabic and English; the Arabic text prevails in case of any difference.

This policy applies to orders placed on this site or in the Suwaa app.

At Suwaa we believe an excellent coffee experience begins with the quality of the product and ends with the customer's satisfaction. We roast and pack our products with great care so they reach you in the best possible condition, and we have set a clear exchange and refund policy that protects our customers' rights and makes buying from us straightforward, because your satisfaction and trust are what keep us going and growing.

1. Refunds

Coffee products cannot be returned, as they are a consumable product, except where there is a clear defect or manufacturing fault.

2. Exchanges

Coffee products cannot be exchanged except where the store made an error in the order.

3. Damaged or incorrect products

If the product arrives damaged or does not match the order, please contact us on WhatsApp within 48 hours of receiving the order.

4. Inspection

Please note that all exchange and refund requests are inspected by our team to confirm the condition of the product.

5. How the money is returned

• Where a refund is accepted, the amount is returned the way it was paid: to the card through Tap Payments, or by bank transfer to the account it was transferred from. It is not refunded in cash or to a different payment method.
• We issue the refund within 5 working days of accepting the request; your issuing bank may need further time before the amount appears in your account.
• Shipping charges are not refundable where the delivery address details were incomplete, as set out in the Terms and Conditions.

6. Branch pickup orders

• If you receive a drink that differs from your order or is faulty, tell the staff at pickup, before leaving the branch; we will make it again, or refund it if we cannot.
• A drink collected without a remark at pickup is not refunded.

7. Contact

WhatsApp: 0558996675