Refund Policy

  • All electrical items sold on roastinghouse.sa are warranted for a maximum of
    two years.
  • Warranty services provided by the Agent are not the responsibility of The
    Roasting House. This includes spare part availability, repair period and/or quality of
    repair. The customer is to contact the warranty service provider directly in case
    of complaints or any other concern. The Roasting House will support in case
    there’s a replacement or refund requested by the agent.
  • Receipt must be kept for warranty and contact details of the agent in Saudi
    Arabia will be provided, if the warranty provider is other than The Roasting House.
  • Warranty does not cover the misuse, abuse, incorrect voltage supply or failure to
    comply with the warning and guidelines that comes with the product(s).
  • Not following the product manual found inside the box, the instructions given on
    webpages or digital agreements upon the product(s) activation will potentially void
    the warranty.
  • Breakage or physical damage as well as exposing the product(s) to prohibited
    elements will void the warranty.
  • Unauthorized repair attempts that result in damaging the product(s) will
    potentially void the warranty.
  • Customers can request changes on their order within 24 hours of placing their
    orders This is not guaranteed but The Roasting House will aim to make amendments
    if the request is received during working hours/days and the order has
    not been prepared.
  • If the order has been shipped or prepared (e.g. coffee was ground according to
    customer’s order), unfortunately we won’t be able to modify the order.
  • Customers may request to cancel or refund if the order is delayed more than
    15 days, unless the timeframe specified on webpages or digital channels exceeds
    15 days and the customer has agreed to this period, we will be delighted to
    discuss available options in any case.
  • Customers can return or exchange their purchase within 7 days of purchasing, if
    the items are unused, and are in original packaging. But the customer will have to
    bear the shipping costs.
  • If a customer cancels the order and requests for a refund after the order has
    been processed & shipped. The shipping fee will be deducted from the total
    amount before refunding.
  • If the customer has received an incomplete or wrong or damaged order, they
    must inform us within 24 hours of receiving their shipment through any of the
    following methods, Whatspp, Call Centre or Email.
  • For us to resolve your issue ASAP, while contacting us, please provide images of
    the product(s) as well as copy of the invoice and detail description of the issue.
  • All returned items must be shipped back in their original condition, e.g with
    packaging, and with all accessories.
  • To collect the defective, damage or wrong order our courier representative will
    contact you within 2-5 working days from the day the request was placed.
  • Once we received the item(s) back, we will process inspection on the product(s)
    condition before authorizing approval/ rejection on replacement or refund of the
    order.
  • Defective or damaged product(s) that are under warranty will not be replaced
    with a different type of product(s) unless stock of the original product is not
    available. In such circumstance, we will request your permission before processing.
    We have made every effort to display as accurately as possible the colors and
    images of our products that appear at our store. Especially hand-made items will
    have a slight unique feature on each one of them and won’t look exactly alike. We
    cannot guarantee that your devices display of any color will be accurate.
  • All refunds will be processed within 7-10 working days.
  • Whilst we aim to provide you with the freshest roast possible, we cannot
    guarantee a roast date on or immediately before your order date.
  • We reserve the right to refuse service to anyone for any reason at any time.
    Prices for our products are subject to change without notice.
  • We reserve the right at any time to modify or discontinue any product or
    service (or any part or content thereof) without notice at any time.
  • Certain products or services may be available exclusively online through the
    website and not in branches. These products or services may have limited
    quantities and any enquiries regarding those services or products should go
    through our customer service platforms.
  • All logistics-based enquiries should be forwarded and coordinated with the logistics
    companies.
  • Please note that coffee cannot be refunded or cancelled as that is a food item,
    but we will be happy to discuss why you'd like to cancel/exchange your coffee.
    For more information on Terms & Conditions, feel free to contact us at: [email protected]