Return and Refund Policy

At Ninety One Degrees, we aim to ensure that every order reaches you in excellent condition and that your shopping experience is clear and reliable. This policy explains the conditions for returns, exchanges and refunds within the United Arab Emirates.

1. Requesting a Return

To request a return or exchange, you must contact us within the applicable period stated in this policy.

Returns will not be accepted without prior communication and approval from our team.

Please provide the following information:

• Order number.

• Customer name and phone number.

• Name of the product being returned.

• Reason for the return.

• Clear photographs or videos if the product is damaged or defective.

After reviewing your request, we will confirm whether the product is eligible and provide return or collection instructions.

2. Return Period

Eligible products may be returned within 7 days of the delivery date.

The return request must be submitted within this period. Submitting a request does not automatically guarantee approval, as all returned products are subject to inspection.

3. Return Eligibility

To be eligible for a return, the product must:

• Be unused and in its original condition.

• Be inside its original and undamaged packaging.

• Include all accessories, instructions and supplied components.

• Show no signs of use, scratches, damage or improper storage.

• Be accompanied by proof of purchase or a valid order number.

Ninety One Degrees reserves the right to reject any return that does not meet these conditions.

4. Coffee and Food Products

For quality, hygiene and food-safety reasons, coffee, tea and other food products cannot be returned or exchanged if:

• The packaging has been opened or the seal has been removed.

• The product has been used or tasted.

• The product was stored incorrectly after delivery.

• The return is based on personal taste, flavour preference, tasting notes or roast preference.

Coffee flavour and tasting experiences may vary depending on the brewing method, water, grinder, grind size and equipment used. Personal taste differences are not considered product defects.

A coffee-related claim may be accepted when the product arrives:

• Damaged or opened before delivery.

• Different from the item ordered.

• Expired.

• Clearly affected by storage or shipping before delivery.

5. Coffee Equipment and Accessories

Coffee tools and accessories may be returned within 7 days of delivery, provided that they are:

• Unused.

• Uninstalled.

• Inside their original packaging.

• Complete with all accessories.

• In a resalable condition.

Products that have been used, washed or installed cannot be returned unless they have a confirmed manufacturing defect.

6. Non-Returnable Items

Returns are not accepted for:

• Opened coffee or food products.

• Used products or items damaged after delivery.

• Items missing their original packaging or accessories.

• Gift cards.

• Personalised or custom-made products.

• Clearance or discounted products clearly marked as final sale.

• Products purchased under promotions that exclude returns.

• Products returned without prior approval.

7. Damaged, Defective or Incorrect Products

If your product arrives damaged, defective or different from what you ordered, please contact us within 24 hours of delivery.

Please provide:

• Your order number.

• Clear photographs of the product.

• Photographs of the internal and external packaging.

• A photograph of the shipping label.

• A video where necessary to demonstrate the defect.

After investigating the issue, we may offer one of the following solutions, depending on the circumstances and product availability:

• Product replacement.

• Delivery of the correct product.

• Store credit.

• A refund for the affected product.

Please keep the product and all packaging materials until your claim has been reviewed.

8. Inspection of Returned Products

Once the returned product is received, our team will inspect it to confirm its condition and eligibility.

If the return is approved, we will notify the customer and begin the refund or exchange process.

If the item is found to be used, damaged or incomplete, we may:

• Reject the refund request.

• Return the product to the customer.

• Deduct an amount reflecting the reduced value of the product, where applicable.

9. Return Shipping Fees

Where the return is due to a change of mind or the customer ordering an unsuitable product, the customer will be responsible for return shipping or collection fees.

Original delivery charges are non-refundable unless the product:

• Arrived damaged.

• Has a confirmed defect.

• Is different from the product ordered.

• Was sent incorrectly by us.

If a collection attempt fails because the customer is unavailable, an additional collection fee may apply.

10. Refunds

Once the returned product has been inspected and approved, the refund will be issued to the original payment method used for the order.

Please allow approximately 7 to 14 business days for the refund to appear in your account, depending on your bank or payment provider.

Refunds cannot be transferred to another account or card. Orders paid electronically will not be refunded in cash.

Where a discount or promotional code was used, the refund will be calculated based on the amount actually paid.

11. Exchanges

Exchanges are subject to product availability.

If the requested replacement is unavailable, the customer may be offered:

• Store credit.

• A refund for the eligible product.

• An alternative product, with any applicable price difference collected or refunded.

12. Order Cancellations

An order may be cancelled before it has been prepared or handed over to the delivery company.

Once an order has been prepared or dispatched, cancellation may no longer be possible. Any subsequent request will be handled under the return conditions stated in this policy.

We reserve the right to reject a cancellation request if the order has already been shipped or contains a customised product.

13. Undelivered Orders

If an order is returned to us because:

• The customer did not answer.

• The customer was unavailable at the delivery address.

• An incorrect address or phone number was provided.

• The customer refused to accept the delivery.

Shipping, delivery and return costs may be deducted from any applicable refund.

The order may be sent again after payment of a new delivery fee, subject to the condition of the products and whether they can safely be reshipped.

14. Right to Refuse a Return

Ninety One Degrees reserves the right to reject:

• Returns that do not meet this policy.

• Excessive or unreasonable return requests.

• Products suspected of being used or mishandled.

• Requests containing false or misleading information.

• Any attempt to misuse the return and refund process.

15. Contact Us

To request a return or report a problem with your order, please contact us using the details provided on our Contact Us page.

Please include your order number in all correspondence to help us process your request.

Ninety One Degrees reserves the right to update this policy when necessary. The version published on the website at the time of purchase will apply to the order.