Terms and Conditions

These terms are in Arabic and English; the Arabic text prevails in case of any difference.

1. Who operates this store

This site and the Suwaa app are operated by HASSAID FOR COFFEE ESTABLISHMENT, owner of the Suwaa brand, commercial registration 4030595911, VAT number 302106796100003, address 7027 Amna Bint Wahb St, Al Naeem, Jeddah 23622.

Using this site or the app, or placing an order on either, means you accept these terms.

2. Orders and payment

• An order is confirmed only once payment is confirmed.
• All prices are in Saudi Riyals and include VAT unless stated otherwise.
• You pay by bank transfer, or by card through the payment provider Tap Payments once that service is available. Card details are entered directly with the provider; we do not keep them in our systems.
• A tax invoice is issued for the order under the VAT Law and its Implementing Regulation.

3. Changing and cancelling an order

• An order cannot be changed once payment is complete, but it can be cancelled through the site before preparation of the order begins.
• An order cannot be cancelled or returned once preparation has begun or the waybill has been issued.
• You may write any notes you wish in the notes field; they will be carried out where the store is able to do so.

4. Address and delivery details

You must give the store a clear address containing the name, the street, the national address, the house number and the district. Anything missing from these details counts as an incomplete address.

5. Shipping and delivery

• Shipping and delivery charges are not refundable where the delivery address details given by the customer were incomplete.
• For international shipping, all details must be given to us in English; not doing so may result in an incomplete address.
• The store does not amend the address or the contact details; the shipment is delivered to the address as written by the customer.
• The order is handed to the shipping company within 1 to 5 working days.
• The stated shipping time is approximate and may run beyond 15 working days after the order is handed to the shipping company.
• The store is not responsible for shipping delays caused by details missing from the customer.
• Where a shipment is returned because of missing details, the customer bears the cost of shipping it again.
• The customer is responsible for contacting the store to report a returned shipment within 3 working days.
• Once the order has left the store, following the shipment up is the customer's responsibility with the shipping company, not the store's.
• If a shipment arrives damaged, the customer must tell the shipping company before taking receipt and refuse it, then follow the case up with the store.
• If the shipment is not received within the stated days, please contact the store within 3 working days on WhatsApp.

6. Branch pickup orders

The following applies to orders prepared at and collected from the branch, not to shipped orders:

• You can cancel an order in the app only before you pay, because we start preparing it as soon as it is paid.
• A ready drink is held for 30 minutes from when we tell you it is ready, then discarded; a drink that is not collected is not refunded.
• Beans you chose to collect from the branch are held for 7 days from when we tell you they are ready; after that the order is cancelled and its amount refunded.

7. Contact

Please contact customer service on WhatsApp: 0558996675

Thank you for trusting Suwaa Roastery; we wish you an excellent coffee experience.