Return & Exchange Policy

How can I request a return or exchange?

If you wish to return or exchange any items from your order, please contact us at [email protected] within 3 days of receiving your order, including:

  • Your order number
  • A clear image of the item(s)
  • The reason for your return or exchange

What are the conditions for accepting a return or exchange?

We accept return or exchange requests under the following conditions:

  1. Damaged or defective items:
  2. If any item arrives damaged or defective, a full refund or exchange will be issued free of charge by Kafy.
  3. Incorrect or missing items:
  4. If your order includes incorrect or missing items, you may request a refund for the affected items or we will correct your order at no additional cost.
  5. Change of mind or dissatisfaction:
  6. Please note that we are unable to accept returns or exchanges for items that are undamaged and as described. As a food product, our coffee is not eligible for return or exchange once delivered, in accordance with Saudi E-Commerce Law.

Will I be charged a shipping fee for returns or exchanges?

If the return or exchange is due to an error from Kafy or our shipping partners, Kafy will cover all related shipping costs.

How long does it take to receive a refund?

Refunds are typically processed within 7–10 business days after the returned item is received and inspected.

Can I cancel or edit my order?

You may cancel or edit your order before it has been dispatched. Once an order has been shipped, no changes or cancellations can be made.

Refunds for purchases made using loyalty points:

  • If a purchase made using loyalty points is returned, the refund will be issued in loyalty points only.
  • In exchanges involving loyalty points:
    • If the new item costs less, the remaining points will be re-credited to your account.
    • If the new item costs more, you will need to pay the difference using loyalty points.

What if my delivery is delayed?

If your order is not delivered within 15 days of placing it, you are entitled to cancel the order and receive a full refund.

What if there is a price difference between the replaced product and the new one?

  • If the new item is cheaper, a refund will be issued for the remaining balance.
  • If the new item is more expensive, the difference will need to be paid before processing the exchange.