At Sumatra Coffee, we strive to ensure your complete satisfaction with every purchase. If you are not entirely happy with your order, we offer a straightforward refund and returns process for customers in Oman.
1. Eligibility for Returns & Refunds
You may request a return or refund under the following conditions:
- The product is unopened, unused, and in its original packaging.
- The request is made within 14 days of receiving your order.
- The product is defective, damaged, or incorrect due to our error.
Non-Returnable Items:
- Opened or used coffee products (for hygiene reasons).
- Products purchased during sales or promotions (unless defective).
2. How to Initiate a Return
To request a return, please contact our customer support within 14 days of delivery:
📧 Email: support@sumatra-coffee.com
Provide:
- Your order number.
- A description of the issue (if defective/damaged).
- Photos of the product (if applicable).
We will respond within 2 business days with return instructions.
3. Return Shipping (Oman Customers)
- If the return is due to our error (wrong item, damage, defect), we will cover return shipping costs.
- If you change your mind, you are responsible for return shipping fees.
- We recommend using a trackable shipping method, as we are not liable for lost returns.
Return Address (Oman):
Muscat
Oman
4. Refund Process
Once we receive and inspect your return:
✅ Approved Refunds:
- Processed within 5-7 business days.
- Credited to your original payment method.
- You will receive a confirmation email.
❌ Denied Refunds:
- If the product does not meet return conditions, we will notify you and return the item at your expense (if requested).
5. Exchanges
We currently do not offer direct exchanges. Instead:
- Return the original item for a refund.
- Place a new order for the desired product.
6. Damaged or Defective Items
If your order arrives damaged or defective:
- Contact us within 48 hours of delivery.
- Provide photos/video evidence.
- We will offer a free replacement or full refund.