Refund policy

This Return & Refund Policy applies to online purchases made through the Casazú online store.

1. General policy

Casazú sells coffee and related consumable products. For food safety and quality-control reasons, we cannot accept returns of opened, used, brewed, partially consumed, or unsealed products unless the item is defective, damaged, incorrect, or otherwise required by applicable law.

2. Damaged, defective, or incorrect items

Please inspect your order when it is delivered.

If your item arrives damaged, defective, incorrect, or incomplete, contact us within 48 hours of delivery at [insert customer service email] with:

  • Your order number
  • A clear description of the issue
  • Photos of the product, packaging, and shipping label

If the issue is confirmed, we will offer a suitable solution, which may include a replacement, exchange, store credit, or refund.

3. Returns for unopened products

We may accept returns of unopened, unused, sealed products within 7 days of delivery, subject to approval.

To be eligible for return, the item must be:

  • Unopened and in its original sealed packaging
  • Unused and in resalable condition
  • Accompanied by proof of purchase
  • Returned only after Casazú has approved the return request

Items sent back without prior approval may not be accepted.

4. Items that cannot be returned

The following items are not eligible for return unless they are defective, damaged, incorrect, or required by law:

  • Opened coffee bags
  • Used or partially consumed products
  • Perishable food or beverage items
  • Items not in their original packaging
  • Gift cards
  • Items marked as final sale, where legally permitted

Taste preference, change of mind after opening, or incorrect storage after delivery do not qualify as product defects.

5. Return shipping

Unless the return is due to our error, or the item is defective, damaged, or incorrect, the customer is responsible for return shipping costs.

Original delivery fees are non-refundable unless the refund is due to an error by Casazú or otherwise required by applicable law.

6. Refunds

Once we receive and inspect the returned item, we will notify you whether the refund has been approved.

If approved, the refund will be processed to the original payment method. Please allow 7–14 business days for the refund to appear, depending on your bank or payment provider.

7. Replacements and exchanges

For damaged, defective, or incorrect items, we may offer a replacement or exchange where available. If a replacement is not available, we may offer a refund or store credit.

8. Order cancellations

Orders may be cancelled before they are dispatched. Once an order has been processed or shipped, cancellation may no longer be possible.

To request cancellation, contact us as soon as possible at [insert customer service email] with your order number.

9. Contact

For return, refund, or cancellation requests, contact:

Casazú Café
hello@casazu.ae
+971 54 464 3515
Shop 08, Azizi Riviera 15, Meydan, Dubai, United Arab Emirates

This policy does not limit any consumer rights available under applicable UAE law.