DAMAGED OR INCORRECT ORDER

Please notify Kavoholik as soon as possible, preferably within 48 hours of delivery, and provide the order number and clear photographs.

UNUSED EQUIPMENT

A change-of-mind return may be requested within 7 calendar days if the equipment is complete, unused and in its original packaging.

COFFEE & FOOD PRODUCTS

Opened, used or perishable coffee and food products cannot be returned for change of mind.

LEGAL RIGHTS

This policy does not limit mandatory consumer rights provided under the laws of the Sultanate of Oman.

1. Damaged, Incorrect or Incomplete Orders

If an order arrives damaged, incorrect or incomplete, the customer should contact Kavoholik as soon as possible, preferably within 48 hours of delivery.

Please provide:

• Order number
• Customer name
• Description of the issue
• Clear photographs of the product and packaging
• Any other information reasonably required to review the request

Kavoholik will review the request and may offer an appropriate replacement, refund or other remedy depending on the circumstances and applicable law.

2. Defective Products

If a product is defective, does not match its description or is not suitable for its intended purpose, the customer should stop using it and contact Kavoholik.

The request will be reviewed in accordance with the product condition, proof of purchase, manufacturer warranty where applicable and mandatory consumer rights under the laws of the Sultanate of Oman.

3. Coffee and Food Products

Due to health, hygiene, freshness and quality considerations, opened, used or perishable coffee and food products cannot normally be returned because of a change of mind.

This restriction does not prevent a customer from reporting a product that is:

• Damaged
• Defective
• Incorrectly supplied
• Contaminated
• Expired
• Materially different from its description

4. Unused Coffee Equipment

A customer may request a change-of-mind return for unused non-food equipment within 7 calendar days of receipt when:

• The item is unused
• The item is complete
• The original packaging is present
• Accessories, manuals and included parts are present
• The item is in resalable condition
• Proof of purchase is available

Approval is subject to inspection by Kavoholik.

This voluntary 7-day change-of-mind policy does not limit mandatory rights relating to defective goods.

5. Items That Cannot Be Returned for Change of Mind

The following items cannot normally be returned merely because the customer changed their mind:

• 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
• Gift cards or promotional items that have no separate purchase value

6. Order Cancellation

Customers may request cancellation before the order has been prepared, packed or dispatched.

Cancellation cannot be guaranteed after preparation or dispatch has started.

If the order has already been dispatched, applicable delivery and return costs may be considered when reviewing the request.