Return and Refund Policy
We are delighted and pleased that you have chosen the SoulnSmell coffee and coffee capsules store for your purchases.
It is an honor for us to serve you, our esteemed customers.
Sometimes, dear customer, you may change your mind regarding the products you have purchased through our online store. Not to worry, at the Soul & Smell store for coffee and coffee capsules products, we will do our utmost to make the return or exchange process as smooth as possible and in a way that preserves your rights and does not conflict with the company's interests.
Therefore, we have simplified and facilitated the return or exchange process for you through the following questions and answers:
I have purchased a product or products and would like to return them. Can I do that?
Yes, you can return any product within 14 days from the date of receiving the order, provided that it is in its original packaging and has not been opened, and the company will bear the shipping costs if the product is proven to have a manufacturing or quality defect that prevents its use by our esteemed customers. However, if the customer decides for any reason not related to the quality, type or manufacture of the product to return it, the customer will bear the shipping costs. Note that products subject to discounts and offers after the end of the offer period or those manufactured or produced at the customer's request cannot be replaced or returned, except in case there is a defect in the product itself.
What additional items can I not return?
We regret to inform you, dear customer, that the items listed below cannot be replaced or returned:
- Gift cards.
- Promotional samples.
- Free gifts or vouchers.
- Discounted products cannot be returned after the offer period ends.
To complete a return request, an invoice must be provided directly from our store along with the product to be returned or exchanged.
What if the product I received is different or incomplete from what I ordered through the website?
Do not worry dear customer, the order invoice will be checked. If it is found that the product shipped is not the one on the purchase invoice, the product will be replaced or refunded within 14 days of ordering, and the amount will be refunded as per your request. The store bears all amounts due to this error.
In case of shortage, the missing items will be shipped again to the address on the original purchase invoice, in the fastest way possible, and the store bears all amounts due to this error.
Who bears the shipping fees in case of replacement or return?
The store bears all amounts due, including shipping, packaging and delivery fees for the products, in the following cases:
- In case of an error in the order such as shortage in the product or the product received by the customer is not the same as the one they ordered.
- If the product arrived to the customer in a way that prevents its use, such as a packaging defect or shipping problems.
- In case of a manufacturing defect.
- In case of poor quality.
- In case of discrepancy between the product information in the description and what the customer receives in the delivered product.
The customer bears the return or replacement shipping fees if they wish to return the product for a reason not mentioned above, which are:
Return fees
Shipping fees within the UAE when returning an order: 15 AED
Shipping fees to Saudi Arabia and other Gulf countries when returning an order: 30 Saudi Riyals
Replacement fees
Shipping fees within the UAE when replacing an order: 30 AED, including:
- 15 AED to return the product from the customer to the store.
- 15 AED to ship the product again to the customer.
Shipping fees to Saudi Arabia and other Gulf countries when replacing an order: 60 Saudi Riyals, including:
- 30 Saudi Riyals to return the product from the customer to the store.
- 30 Saudi Riyals to ship the product again to the customer.
What is the solution if the product to be replaced is not available?
If the product to be replaced is not available, the customer will be contacted to get their permission in case they want another product when replacing the order, or to refund the purchase amount to their account after returning the goods and verifying their validity.
The product has been opened and has no defect. Can it be replaced or returned?
We regret to inform you, dear customer, that opened products that do not have proven manufacturing defects cannot be replaced or returned by the store, noting that products become non-replaceable or non-returnable if any of the warranty terms are violated, such as misuse - cutting - breaking - the opened product not in its natural state - failure to follow usage instructions - product exposure to water - mistreating the product resulting in product spoilage - exposing the product to conditions that make it unusable.
If shipping was free when ordering, will an amount be deducted when returning?
If the customer requests a return for a reason not mentioned among the reasons that the company bears the consequences, an amount of 30 Saudi Riyals for shipping fees is deducted from the amount before refunding it, because the store pays the shipping fees to the shipping company even if it did not take it from the customer when ordering.
When will the refunded amount be returned to my account?
The amount is refunded for two things:
The store receiving the returned product from the shipping company, which is usually between 5-10 business days.
The amount reaching the customer's account by the banking authorities, which takes 5-10 business days.
How is the refunded amount returned to my account?
If payment was made using a bank card, the amount is refunded via the same card.
If payment was made upon delivery, the customer will be contacted by customer service to request a bank account, to deposit the amount into it. In this case, the replacement or refund period ranges from 7 to 21 business days.
I have read all the terms and conditions, but I want to know how to return or replace the product.
Dear customer, you can make a return or replacement through your account on our website by clicking on the orders icon, or by contacting us with the order number and reason for return or replacement via email: contact@soulnsmell.com
General Provisions:
The Soul & Smell store for coffee and coffee capsules products will refuse to accept a return or replacement if the return or replacement terms outlined in this policy do not apply to the product requested to be returned or replaced by the customer.
The store is not responsible for any delay or failure to perform due to force majeure circumstances as defined in the system, including but not limited to "wars, fires, floods, earthquakes, outbreaks, precautionary measures taken by the state from time to time, etc."
In case any clause of the replacement and return policy is unclear, the Soul & Smell store requests its esteemed customers to communicate with us via email before making any purchase: