Refund policy

At THREE Coffee, we want you to be fully satisfied with your purchase. If you are not completely happy with your items, you can easily manage your cancellations, returns, or exchanges directly through your online THREE Coffee customer account. For any manual inquiries, feel free to reach out to us at say.hello@threecoffee.com.

General Terms & Conditions

  • Item Condition: All non-perishable items must be returned in perfect, unused condition (both internal and external packaging) and in their original, undamaged retail packaging.

  • Perishable Goods Exemption: Due to food safety and hygiene regulations, roasted coffee beans and grounds cannot be returned or exchanged once the heat-sealed bag has been opened, unless there is a proven quality defect or an error on our part.

  • Policy Fair Use: We reserve the right to refuse service, cancel orders, or deactivate accounts of customers exhibiting excessive or abusive return history.

1. United Arab Emirates (UAE) & Gulf Cooperation Council (GCC)

To initiate a return, log into your customer account, navigate to your order history, and select "Return items".

  • Option A: Return via Courier (Paid): You must request the return through your account within 24 hours of delivery. If you choose to ship the items back to us, you will be charged the direct shipping fee from our logistics provider. A full refund for the product (excluding original shipping fees) will be issued once the item is received and inspected at our facility within 3 working days of the delivery date.

  • Option B: In-Person Exchange at the Roastery (Free): To bypass return courier fees, customers are welcome to bring their items directly to the THREE Coffee Roastery for an immediate exchange or store credit. Non-perishable items must be brought in within 10 working days of delivery in their original, unopened condition.

  • Deadlines: Any return or exchange attempt received after 10 working days from the delivery date will be strictly refused.

  • GCC Regional Shipping: Customers outside the UAE are fully responsible for organizing, tracking, and paying for international return shipping.

2. European Union (EU) & European Economic Area (EEA)

In accordance with EU consumer protection laws, customers residing in the EU/EEA have a statutory right to withdraw from online purchases of non-perishable goods within 14 days without giving a reason.

  • Withdrawal Period: The withdrawal period expires 14 days from the day you (or a designated third party) take physical possession of the goods.

  • Process: To exercise this right, log into your customer account and click "Return items" within the 14-day window. Alternatively, you can notify us via an unequivocal email statement to say.hello@threecoffee.com.

  • Refunds: We will reimburse the product cost within 14 days of receiving the returned items back at our UAE facility.

  • Return Shipping: The customer must bear the direct international shipping costs to return the goods back to our roastery in the UAE.

Order Cancellations

  • Before Fulfillment / Ready for Pickup: If your order has not yet been processed or dispatched, you can cancel it instantly for a full refund by logging into your account, viewing the order details, and clicking "Cancel items".

  • After Fulfillment / In Transit: Once an order status is marked as "On its way" and handed over to our logistics partners, it cannot be cancelled or intercepted in transit.

    • UAE/GCC Customers: You must accept delivery and utilize our standard 24-hour account return process or visit our roastery.

    • EU Customers: If the order is already in transit, you retain your legal right to return it. You must accept the delivery first, then log into your account to select "Return items" and ship the package back to us at your own expense.

Our Error / Damaged Items

If we made an error with your order, or if an item arrives damaged, THREE Coffee will fully cover all re-delivery and return shipping charges. Please contact us immediately at say.hello@threecoffee.com with your order number and photos of the package so our team can resolve it for you swiftly.