Return policy
Return Policy
If you are not satisfied with your order, we want to make it right. Please review our return policy below before contacting us.
Return Eligibility
You may return eligible items within 14 days of delivery for a refund or exchange.
To be eligible for a return, items must be:
- Unused and unopened
- In new condition
- Returned in their original packaging
Non-Returnable Items
The following items are not eligible for return:
- Single coffee pods or capsules
- Opened packages
- Perishable goods (chocolate, confectionery, and other temperature-sensitive items)
- Items damaged due to improper handling by the customer
How to Return an Item
Before returning any item, please contact our customer service team at info@mocafino.ae to obtain a return authorization and the correct return address.
Please include the following information in your request:
- Your full name
- Order number
- Shipping address
- Whether you would like a refund or exchange
Return Shipping
Return method: Returns are accepted by mail only.
Return shipping costs: Customers are responsible for arranging and paying for return shipping. We do not provide prepaid return labels.
We recommend using an insured and trackable delivery service, as we are not responsible for returned items that are damaged or lost in transit.
Restocking fees: We do not charge any restocking fees.
Refunds
Once your returned item is received and inspected, your refund will be processed within 30 days. The refund will be issued using the same payment method used for the original purchase.
Please note: Original delivery charges are non-refundable.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at info@mocafino.ae with your order number and clear photos of the issue. We will arrange a replacement or full refund (including shipping costs) at no extra cost to you.
Need Help?
If you have any questions about returns, our team is here to help:
Email: info@mocafino.ae
Phone / WhatsApp: +971 56 555 3544
Support Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (GST / UAE Time)