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]