Refund and Returns Policy

International Returns & Refund Policy

Effective Date: 20 Aug, 2026

At First Bean Coffee, we take great care to ensure that every order is freshly prepared where applicable, securely packaged, and quality-checked before it leaves our facility. Because coffee is a perishable food product and international shipments involve customs, transportation, and varying delivery conditions, all international orders are subject to the terms outlined below.

By placing an international order with First Bean Coffee, you acknowledge and agree to this International Returns & Refund Policy.

1. International Orders Are Final Sale

All international orders placed with First Bean Coffee are Final Sale.

Due to the perishable nature of coffee and the complexities associated with international transportation, customs clearance, and import regulations, we do not accept returns, refunds, or exchanges for international orders once they have been confirmed and dispatched.

This includes, but is not limited to:

2. Quality Assurance

At First Bean Coffee, quality is our priority. Before dispatch, orders are carefully prepared, packed, and inspected to ensure that the products meet our quality standards.

Where applicable, coffee is freshly roasted and packed to help preserve its freshness and quality during transportation.

Once an order has been handed over to the shipping carrier, responsibility for transportation, handling, customs clearance, and delivery rests with the relevant logistics provider and destination-country authorities.

While we will make reasonable efforts to assist with shipping-related concerns, First Bean Coffee cannot guarantee delivery timelines or be held responsible for delays or conditions arising after the shipment has been handed over to the carrier.

3. Damaged or Incorrect Products

Although international orders are generally non-returnable and non-refundable, limited exceptions may be considered in the following circumstances:

Incorrect Item Received

If you receive an item that is different from the product ordered, please contact us so that we can review the issue and determine an appropriate resolution.

Product Damaged Due to Packaging Failure

If your product arrives damaged as a direct result of inadequate or failed packaging, please contact us immediately.

Damage caused by mishandling during transportation may require additional investigation with the shipping carrier.

Please do not discard the product or packaging until your claim has been reviewed, as photographs and packaging may be required to assess the issue.

4. How to Submit a Claim

Any claim regarding an incorrect or damaged product must be submitted within 3 days of delivery.

To allow us to investigate the matter efficiently, please provide:

Claims submitted after 3 days from the date of delivery may not be eligible for review.

Once we receive the required information, our team will review the claim and notify you of the outcome and any applicable resolution.

5. Refunds

If a claim is approved and a refund is determined to be appropriate, the refund will generally be limited to the affected product or order amount as determined by First Bean Coffee.

Refunds, where approved, will be processed using the original payment method where reasonably possible.

Please note that shipping charges, customs duties, import taxes, clearance fees, handling fees, and other applicable charges are non-refundable.

The time required for a refund to appear in your account may vary depending on the payment provider, bank, card issuer, or financial institution.

6. Shipping Charges & Customs Fees

For deliveries within the UAE, the standard shipping fee is AED 20.

For international shipments, the customer is responsible for all applicable:

These charges are non-refundable and remain the sole responsibility of the customer.

First Bean Coffee is not responsible for additional costs imposed by customs authorities, government agencies, shipping carriers, or other third parties in the destination country.

7. Customs & Import Restrictions

Customers are responsible for ensuring that the products ordered can legally be imported into their destination country.

Customs authorities may inspect, delay, hold, return, or reject shipments in accordance with local laws and regulations.

First Bean Coffee cannot be held responsible for:

If a shipment is returned to First Bean Coffee because the customer refuses delivery, fails to complete customs requirements, does not pay applicable duties or taxes, or provides incorrect/incomplete delivery information, the order will not automatically qualify for a refund.

8. Shipping Delays

Estimated delivery times provided on our website or by the shipping carrier are estimates only and are not guaranteed.

Delivery may be affected by:

Such delays do not qualify an international order for cancellation, return, exchange, or refund.

9. Change of Address or Order Information

Customers are responsible for providing accurate shipping information at checkout.

Please carefully verify your:

Once an order has been processed or dispatched, we may not be able to modify the delivery address or other order details.

First Bean Coffee cannot be held responsible for failed or delayed deliveries resulting from incorrect or incomplete information supplied by the customer.

10. Product Condition During Transit

Coffee is a perishable product, and its condition can be affected by factors such as transportation time, temperature, humidity, storage conditions, and handling.

First Bean Coffee takes reasonable precautions to package products appropriately before dispatch. However, once the shipment has been transferred to the carrier, environmental and handling conditions during transit are outside our direct control.

Therefore, changes in aroma, freshness, packaging appearance, or product condition resulting from transportation or storage conditions do not automatically qualify for a refund or replacement.

11. Order Cancellation

Because our products may be freshly roasted, prepared, packed, and processed specifically for an order, cancellation requests may not be accepted once an order has entered processing or has been dispatched.

If you need to request a cancellation, please contact us as soon as possible after placing your order. We will review the request based on the current status of the order.

Cancellation cannot be guaranteed once processing or dispatch has begun.

12. Resolution of Approved Claims

If First Bean Coffee determines that a claim qualifies under this policy, we may, at our discretion, offer one of the following resolutions:

The final resolution will depend on the nature of the issue, available stock, supporting evidence, and the circumstances of the claim.

13. Customer Responsibility

By placing an international order with First Bean Coffee, you acknowledge that you understand and accept the risks associated with international shipping, including transportation delays, customs procedures, import regulations, and applicable duties and taxes.

You also confirm that the delivery and contact information provided at checkout is accurate and complete.

14. Contact Us

If you receive an incorrect item or your product arrives damaged due to packaging failure, please contact our customer support team within 3 days of delivery with your order number, photographs, and a description of the issue.