KAFI Roastery

1. Scope

This policy applies to products purchased directly from the KAFI website and delivered in Egypt. Purchases made through another retailer or marketplace must be handled under that seller’s return process.

Nothing in this policy limits any mandatory consumer right available under Egyptian law.

2. Change-of-mind returns

You may request a return or exchange of an eligible product within 14 calendar days from the date you receive it. Egyptian consumer law provides a 14-day right for eligible goods, including online purchases, subject to product-based exceptions.¹

To qualify, the product must be:

• unopened, unused and in the same condition in which it was received;
• in its original sealed packaging, with labels and tamper seals intact;
• accompanied by the order number or another valid proof of purchase; and
• returned only after KAFI has approved the request and provided return instructions.

For an approved change-of-mind return, the customer is responsible for delivery and return-shipping costs where permitted by law, unless KAFI agrees otherwise. No restocking fee is charged.²

3. Products that cannot be returned for change of mind

Because coffee is a consumable product whose freshness and safety depend on its sealed packaging, we cannot accept a change-of-mind return when:

• the coffee bag, box, seal or protective packaging has been opened, removed, damaged or altered;
• the product has been used, brewed, partially consumed or stored incorrectly;
• the coffee was ground, prepared or packed to the customer’s requested specifications and matches those specifications;
• the product cannot be returned to its original saleable condition because of its nature, packaging or handling; or
• the request is based only on personal taste, roast preference, grind selection, size selection or a change of mind after opening.

These restrictions do not apply when a product is defective, unsafe, damaged in delivery, incorrect or materially different from its description.

4. Damaged, defective, incorrect or non-conforming orders

If your order arrives damaged, defective, incorrect, unsafe, expired, or materially different from the product ordered or described, you may request a replacement, exchange or refund within 30 calendar days of receipt. Egyptian consumer law provides a separate 30-day remedy for defective or non-conforming goods at no additional cost to the customer.³

KAFI will cover reasonable return and replacement delivery costs for a verified damaged, defective, incorrect or non-conforming order.

We may ask for clear photographs or video of the product, packaging, shipping label and batch or roast information.

If the coffee has been opened to discover a defect, keep the remaining product and packaging until we confirm the next step.

5. How to request a return, exchange or refund

1. Contact KAFI within the applicable period using WhatsApp or email.
2. Provide your full name, order number, delivery date and the product concerned.
3. Explain the reason for the request and, where relevant, attach clear photos or video.
4. Wait for written approval and return instructions. Do not send a product to an address before KAFI confirms the return.
5. Pack the approved product securely and include the order number.

A request is not complete until KAFI can identify the order and assess the product. We will not reject a valid statutory claim only because the original paper invoice is unavailable when the purchase can be verified by another reliable method.

6. Inspection and approval

After receiving the returned product, KAFI will inspect it and notify you whether the return is approved.

If a change-of-mind return does not meet the eligibility conditions, we will explain the reason and arrange the next step with you. This does not affect remedies for a verified defect or non-conformity.

7. Refunds

An approved refund will be initiated within seven days after KAFI receives the returned product. For online purchases, Egyptian consumer law provides for refunding the amount paid using the same payment method unless another method is agreed.²

• Refunds will be sent to the original payment method where possible.
• For cash-on-delivery or where the original method cannot receive a refund, we will agree a suitable refund method with you.
• Your bank or payment provider may require additional time to display the credit after KAFI initiates it.
• For verified defective, damaged, incorrect or non-conforming orders, KAFI bears the applicable return and redelivery costs.

8. Exchanges

Exchanges are subject to product availability. If the requested replacement is unavailable, you may choose an available alternative and pay or receive any price difference, or receive an approved refund.

A replacement for a verified KAFI error or product defect will be sent at no additional delivery cost.

9. Order cancellation before dispatch

Contact us as soon as possible if you need to cancel or correct an order. We will try to help before dispatch, but cancellation cannot be guaranteed once preparation or delivery has started.

After dispatch, the applicable return rules above will apply.

10. Consumer rights

This policy is intended to operate alongside Egypt’s Consumer Protection Law No. 181 of 2018. If a mandatory legal rule gives you a better remedy than this policy, the mandatory rule will apply.⁴