Damaged, incorrect or incomplete orders
Please contact us as soon as possible, preferably within 48 hours of delivery or collection. Include your order number, name, a description of the issue and clear photographs of the product and packaging. We may request other information reasonably needed to review your case. Depending on the circumstances and applicable law, we may offer a replacement, refund or another appropriate remedy. The preferred 48-hour notification period does not limit your mandatory consumer rights.
Defective products
If a product is defective, does not match its description or is unsuitable for its intended purpose, stop using it and contact us. We review requests based on the product condition, proof of purchase, any applicable manufacturer warranty and mandatory consumer rights under the laws of the Sultanate of Oman.
Coffee and food products
For health, hygiene, freshness and quality reasons, opened, used or perishable coffee and food products cannot normally be returned for a change of mind. This does not prevent you from reporting goods that are damaged, defective, incorrectly supplied, contaminated, expired or materially different from their description.
Unused coffee equipment
For non-food equipment, you may request a change-of-mind return within 7 calendar days of receipt. The item must be unused, complete and in resalable condition, with its original packaging, accessories, manuals and included parts. Proof of purchase is required. Approval is subject to inspection by Kávoholik. This voluntary 7-day policy does not limit mandatory rights relating to defective goods.
Items excluded from change-of-mind returns
Change-of-mind returns are not normally available for opened coffee; used coffee or food products; perishable products; used brewing equipment; items damaged after delivery through misuse; items missing original parts, accessories or packaging; personalized or specially ordered products where applicable; or gift cards and promotional items with no separate purchase value. These exclusions do not remove mandatory rights for faulty or incorrectly supplied goods.
Order cancellation
You may request cancellation before your order has been prepared, packed or dispatched. Cancellation cannot be guaranteed once preparation or dispatch has started. If your order has already been dispatched, applicable delivery and return costs may be considered when reviewing the request. Contact customer care with your order number as soon as possible.
Return delivery costs
For an approved change-of-mind return, you may be responsible for return delivery costs. For a verified defective, damaged or incorrectly supplied product, we will arrange the appropriate collection, replacement or refund in accordance with the circumstances and applicable law. Contact us before sending a return so we can provide the correct instructions and return location.
Refund method
Approved refunds are arranged using a method agreed between Kávoholik and the customer. Depending on the original payment and circumstances, this may be cash at the relevant branch, a bank transfer or another mutually agreed method. We will confirm the method when approving your request.
Refund processing
Processing time depends on the refund method, verification of the returned product and any inspection required. We will provide the relevant instructions and timing information after approving your request.
Proof of purchase
Please keep your order confirmation, invoice or receipt. We may ask for this or another reasonable form of proof that the product was purchased from Kávoholik.
Your legal rights
Nothing here limits mandatory rights under Oman’s Consumer Protection Law. Article 16 provides a 15-day remedy for qualifying defective or non-conforming goods, subject to its conditions and exclusions, including perishable goods. This is not a blanket change-of-mind return right for all coffee. We assess coffee complaints on their facts and applicable law.
Online shop & privacy requests
Orders, support, complaints, returns and privacy: eshop@kavoholikoman.com. Trading brand: Kávoholik Oman. Operator: Global Flair LLC. Address: Sultan Taymoor Street, A1 saad South, Salalah -211, Oman. Company registration number: 1498094. VAT: OM1100391639.
Discounted orders and loyalty eligibility
Refunds for eligible returned products use the amount actually paid for those units after product and loyalty discounts, not the original price. Delivery and return charges are assessed separately under this policy. Future loyalty eligibility is based on qualifying paid online orders: cancelled or fully refunded purchases do not qualify; a partially refunded order can qualify if at least one paid unit remains unrefunded. Loss of eligibility does not retrospectively add charges to an accepted discounted order. Mandatory consumer rights remain unaffected.