Returns & Refunds
A clear route for order issues while preserving applicable UAE consumer rights.
Last updated: September 2026
1. Contact us promptly
If a product arrives damaged, incorrect, incomplete or with a quality issue, contact us or the assigned local distributor as soon as reasonably possible and provide the order number, description and supporting photographs where relevant.
2. Food products
Coffee is a food product. Return eligibility may depend on whether packaging remains sealed, the nature of the issue, product safety and whether the product can lawfully and safely be returned to inventory. Nothing in this policy limits mandatory rights that cannot legally be excluded.
3. Change-of-mind and cancellation
Final cancellation / change-of-mind time limits and any product-specific exclusions will be published before live B2C transactions are enabled. Orders already prepared, customized, roasted to specification, private-label produced or released for B2B/export may be subject to different agreed terms where legally permitted.
4. Approved remedies
Depending on the circumstances and applicable law, an approved resolution may include replacement, correction, credit, refund or another appropriate remedy.
5. Refund route
Approved refunds are normally returned through the payment route used for the transaction or another legally permitted method. Timing can depend on the seller/payment entity, bank or payment provider.
6. Local distributor orders
Where a mainland UAE order is handled by an authorized distributor, the assigned distributor may handle first-line return logistics while BRIONES retains visibility and escalation support through My BRIONES.
7. Contact
Email contact@uae.brionescoffee.com with your order number and issue.