Refund policy

At Della Coffee, we comply with applicable consumer protection standards in the United Arab Emirates and aim to ensure a transparent and fair shopping experience.

1. Returns Eligibility

Due to the perishable nature of coffee products, returns are only accepted under the following conditions:

  • The product is unused, unopened, and in its original packaging

  • The return request is submitted within 7 days from the delivery date

For food safety and hygiene reasons, we cannot accept returns of opened coffee products unless the item is defective.

2. Damaged, Defective, or Incorrect Items

In accordance with UAE consumer protection principles, you are entitled to a resolution if:

  • The product is damaged upon delivery

  • The product is defective

  • You received the wrong item

In such cases, please contact us within 48 hours of delivery at info@dellacoffee.ae with:

  • Your order number

  • Clear photos of the product and packaging

We will offer one of the following solutions:

  • Replacement of the product

  • Refund to the original payment method

3. Refunds

If your refund request is approved:

  • Refunds are issued to the original payment method

  • Processing time: 5–10 business days depending on your bank or payment provider

Shipping fees are non-refundable, except in cases where the return is due to our error (defective, damaged, or incorrect item).

4. Exchanges

We only offer exchanges for defective or damaged items. To request an exchange, please contact us at info@dellacoffee.ae within 48 hours of delivery.

5. Delivery & Shipping Conditions

  • Delivery is available 7 days a week for orders placed before 12 PM

  • All Emirates: delivery within 48 hours

  • Remote areas: delivery within 3–4 days

Shipping Fees

  • Free delivery for orders above 300 AED

  • Orders below 300 AED:

    • All Emirates: 30 AED

    • Remote areas: 45 AED

Delivery timelines are estimates and may vary due to external factors.

6. Failed Deliveries & Incorrect Address

If a delivery fails due to:

  • Incorrect address provided

  • Customer unavailability

Della Coffee reserves the right to:

  • Charge an additional delivery fee for redelivery

  • Cancel the order and deduct applicable delivery costs from the refund

7. Order Cancellations

Orders can be cancelled before dispatch only. Once an order has been shipped, it cannot be cancelled and will fall under the return conditions stated above.

8. Contact Us

For any return, refund, or complaint request, please contact:

Email: info@dellacoffee.ae

We aim to respond within 24–48 hours.