Return & Refund Policy

Last Updated: 12 August 2026
Effective Date: 12 August 2026

Welcome to CUPTIME AE – CupTime Coffee Solutions – AE.

This Return & Refund Policy explains the terms and procedures applicable to purchases made through our website: ae.cuptime.co

This policy applies to products purchased through the CUPTIME AE online store, including coffee machines, coffee equipment, accessories, coffee products, spare parts, and other products offered through our website.

It also explains the applicable procedures for cancellations, returns, exchanges, refunds, damaged products, defective products, and service-related payments.

CUPTIME aims to provide customers with high-quality products and professional service while complying with applicable consumer protection and e-commerce laws in the United Arab Emirates. UAE consumer protection rules apply to goods and services supplied through UAE e-commerce platforms and require suppliers to provide clear information about products, contractual terms, payment, warranties, and related customer rights.

1. Company Information

CUPTIME AE – CupTime Coffee Solutions – AE

Country: United Arab Emirates

Address:
Building No: SALIM ALI AL MAZROUA – 213
Land Area: Al Nahda Second
Plot Number: 169-0
Land DM No: 508-241
Makani No: 98513 37606
United Arab Emirates

Mobile: +971 54 430 5644

Email: info@ae.cuptime.co

Additional Email: hareth@ae.cuptime.co

Website: https://ae.cuptime.co/

2. Scope of This Policy

This policy applies to purchases made through the CUPTIME AE website, including:

Coffee machines
Espresso machines
Automatic coffee machines
Vending machines
Coffee grinders
Coffee equipment
Coffee accessories
Spare parts
Coffee beans
Coffee supplies
Consumable products
Other products displayed on the website

Separate terms may apply to:

Machine rentals
Machine leasing
Office coffee solutions
Maintenance contracts
Preventive maintenance
Technical services
Installation services
Commercial contracts
Business-to-business purchases

Where a written quotation, contract, rental agreement, maintenance agreement, or service agreement contains specific terms, those terms may apply to the relevant transaction, subject to applicable UAE law.

3. Order Cancellation

3.1 Cancellation Before Processing

You may request cancellation of an order before the order has been processed, dispatched, installed, or otherwise fulfilled.

To request cancellation, contact:

info@ae.cuptime.co

Please include:

Order number
Customer name
Mobile number
Email address
Reason for cancellation

If the order has not yet been processed, CUPTIME will make reasonable efforts to cancel it.

If payment has already been made, any eligible refund will be processed according to this policy.

4. Cancellation After Dispatch

If an order has already been dispatched or handed to a delivery provider, cancellation may no longer be possible.

In such circumstances, the customer may be required to:

Accept delivery and follow the applicable return procedure; or
Refuse delivery where permitted by the delivery provider and CUPTIME.

Any applicable delivery, collection, installation, or other charges will be assessed according to the circumstances and applicable law.

5. Return Eligibility

A product may be eligible for return where:

The product is defective
The product is damaged upon delivery
The wrong product was supplied
The product materially differs from the product ordered
The product is otherwise eligible for return under applicable UAE law or the specific terms of the transaction

Returns are subject to verification by CUPTIME.

Certain products may have additional return requirements because of their nature, including hygiene-sensitive products, consumables, customized products, installed equipment, and products that have been used.

Nothing in this policy is intended to remove or restrict any mandatory consumer rights available under applicable UAE law.

6. Change-of-Mind Returns

For products that are not defective or incorrectly supplied, a change-of-mind return may be accepted at CUPTIME’s discretion and subject to the following conditions:

The product must be unused
The product must be in its original condition
The original packaging should be intact
Accessories, manuals, certificates, and included items must be returned
The product must not have been installed
The product must not have been modified or damaged
Proof of purchase must be provided

CUPTIME reserves the right to assess whether a change-of-mind return is commercially and operationally possible.

Certain products may not qualify for change-of-mind returns because of their nature.

7. Products That May Not Be Eligible for Change-of-Mind Returns

Unless required otherwise by applicable law, change-of-mind returns may not be accepted for:

Opened or used coffee consumables
Coffee beans
Coffee powder
Food or beverage products
Opened hygiene-sensitive products
Customized products
Special-order products
Products specially sourced for a customer
Installed coffee machines
Products that have been altered or modified
Products damaged through customer misuse
Products with missing accessories or components
Products that cannot reasonably be resold in their original condition

Defective, damaged, incorrectly supplied, or legally protected consumer returns remain subject to the applicable remedies under UAE law.

8. Coffee and Consumable Products

Due to hygiene, food-safety, and product-quality considerations, coffee beans, coffee powder, beverages, consumables, and other food-related products generally cannot be returned after opening.

If you receive:

The wrong product
A damaged product
A visibly defective product
An expired product
A product that is materially different from what you ordered

please contact us as soon as possible after delivery.

We may request photographs, packaging information, batch information, or other evidence to assess the issue.

9. Damaged Products Upon Delivery

Customers should inspect products when delivered.

If a product appears damaged:

Photograph the product and packaging.
Keep the original packaging.
Do not dispose of damaged components.
Contact CUPTIME as soon as reasonably possible.
Provide the order number and photographs.
Do not attempt repairs without authorization.

Depending on the circumstances, CUPTIME may arrange:

Inspection
Repair
Replacement
Collection
Refund
Another appropriate remedy

The appropriate remedy will depend on the nature of the damage and applicable law.

10. Incorrect Product Received

If you receive a product that is different from the product ordered, contact us as soon as possible.

Please provide:

Order number
Product received
Product ordered
Photographs
Packaging information

Where the incorrect product was supplied by CUPTIME, we will arrange an appropriate resolution, which may include collection and replacement or another applicable remedy.

11. Defective Products

If a product develops a defect, please contact CUPTIME.

Depending on the product, warranty terms, nature of the defect, and applicable law, CUPTIME may provide:

Inspection
Troubleshooting
Repair
Replacement of defective components
Product replacement
Refund
Another appropriate remedy

UAE consumer protection rules recognize consumer rights relating to defective goods and require suppliers to provide appropriate remedies in accordance with applicable law.

12. Coffee Machine Returns

Coffee machines are specialized technical products.

Before accepting a return of a coffee machine, CUPTIME may need to inspect the machine.

The inspection may include:

Machine condition
Serial number
Installation condition
Operational condition
Usage history
Physical damage
Technical faults
Water or electrical damage
Accessories
Original packaging
Signs of unauthorized modification
Signs of misuse

Where the issue is a manufacturing or product defect, CUPTIME will determine the appropriate remedy in accordance with the applicable warranty and UAE consumer protection requirements.

13. Installation and Commissioning

For products requiring installation, commissioning, setup, or technical configuration, return eligibility may be affected once the product has been installed or commissioned.

If you believe there is a defect, malfunction, or installation issue, contact CUPTIME rather than attempting to dismantle or repair the equipment yourself.

Unauthorized modification or repair may affect warranty coverage where permitted by the applicable warranty terms.

14. Warranty

Products may be supplied with a manufacturer’s warranty, CUPTIME warranty, distributor warranty, or other applicable warranty.

Warranty coverage may vary by:

Product
Manufacturer
Product category
Purchase terms
Customer type
Warranty period
Type of defect

Warranty terms provided with the product or included in the applicable quotation or invoice will apply.

A warranty generally does not cover damage caused by:

Misuse
Negligence
Incorrect installation
Incorrect electrical connection
Incorrect water connection
Improper cleaning
Failure to follow operating instructions
Unauthorized repairs
Unauthorized modifications
Physical damage
Accidental damage
Normal wear and tear
Consumable components
External environmental conditions

Where applicable law provides mandatory consumer protections, those protections remain unaffected.

15. Warranty Inspection

CUPTIME may request the product for inspection before determining whether a warranty claim is valid.

The customer may be required to provide:

Invoice
Order number
Serial number
Product photographs
Description of the problem
Videos demonstrating the issue
Installation details
Maintenance information

For commercial coffee machines, CUPTIME may arrange a technician inspection.

16. Spare Parts and Consumables

Spare parts and consumable items may be subject to specific return and warranty conditions.

Opened or installed spare parts may generally not be accepted for change-of-mind return.

If a spare part is defective or incorrectly supplied, contact CUPTIME for assessment and resolution.

17. Rental and Lease Products

Machine rental and leasing transactions are governed primarily by the applicable rental or lease agreement.

Rental or lease payments are not automatically refundable merely because the customer decides to discontinue use of the equipment.

Any refund, cancellation, early termination, collection charge, damage charge, or outstanding payment will be handled according to the applicable rental or lease agreement and applicable UAE law.

18. Maintenance and Service Payments

Payments for technical support, installation, maintenance, preventive maintenance, inspection, repair, or other services may be subject to separate service terms.

Where a service has already been performed, the service fee may not be refundable simply because the customer subsequently changes their mind.

If a service was not performed as agreed or there is a service-quality issue, contact CUPTIME so the matter can be reviewed and an appropriate remedy can be considered.

19. Return Request Procedure

To request a return, contact:

Email: info@ae.cuptime.co

You may also contact:

Email: hareth@ae.cuptime.co

Please provide:

Subject: Return Request – [Order Number]

Include:

Full name
Order number
Mobile number
Email address
Product name
Reason for return
Date of purchase
Photographs, if applicable
Video evidence, if applicable
Description of the problem

CUPTIME will review the request and provide further instructions.

20. Return Authorization

Do not send products back without contacting CUPTIME first.

Where a return is approved, CUPTIME will provide instructions regarding:

Return address
Collection arrangements
Courier arrangements
Packaging requirements
Required documents
Inspection requirements

Unauthorized returns may result in delays in processing the request.

21. Return Shipping

The responsibility for return shipping may depend on the reason for the return.

If CUPTIME Supplied a Wrong Product

Where CUPTIME supplied the wrong product, CUPTIME will normally arrange or cover reasonable return arrangements.

If the Product Is Defective

Where a product is confirmed to be defective and the return is covered by applicable warranty or consumer protection requirements, CUPTIME will determine the appropriate collection or return arrangement.

Change-of-Mind Return

Where CUPTIME voluntarily accepts a change-of-mind return, the customer may be responsible for applicable return, collection, delivery, or handling costs.

22. Product Inspection

Returned products may be inspected before a final return or refund decision is made.

Inspection may determine:

Whether the product is defective
Whether the product was damaged after delivery
Whether the product was used
Whether accessories are missing
Whether the product has been modified
Whether the return meets the applicable conditions

The inspection process does not remove any mandatory consumer rights under UAE law.

23. Refunds

Where a refund is approved, CUPTIME will process the refund using the original payment method where reasonably possible.

Depending on the payment provider, bank, or payment method, the time required for the refund to appear in your account may vary.

CUPTIME cannot control processing times imposed by banks or third-party payment providers.

24. Refund Processing Time

Once a refund has been approved, CUPTIME will initiate the refund within a reasonable processing period.

The actual time for the funds to appear in the customer’s account depends on:

Bank processing
Credit/debit card provider
Payment gateway
Payment method
Weekend and public-holiday processing
International banking procedures where applicable

Customers should contact their bank or payment provider if a refund has been confirmed by CUPTIME but has not appeared after the applicable processing period.

25. Partial Refunds

A partial refund may be considered where:

Only part of an order is returned
A product has been partially accepted
A price adjustment has been agreed
A service or product issue affects only part of the transaction

Partial refunds will be determined based on the circumstances and applicable law.

26. Refunds for Failed or Cancelled Orders

If payment has been successfully received but the order cannot be fulfilled by CUPTIME, CUPTIME may provide an appropriate refund of the amount paid for the affected order or product.

If only part of an order cannot be fulfilled, the refund may relate only to the affected portion.

27. Delivery Charges

Original delivery charges may be treated differently depending on the reason for the return or cancellation.

Where the return is due to:

A defective product
An incorrectly supplied product
Damage caused before delivery
Another issue attributable to CUPTIME

the applicable delivery or collection costs will be assessed accordingly.

For voluntary change-of-mind returns, delivery and collection charges may be non-refundable unless otherwise agreed or required by applicable law.

28. Installation Charges

If a product has already been installed, installation charges may be treated separately from the product price.

Where installation was correctly performed and the customer subsequently requests a voluntary cancellation or change-of-mind return, installation charges may not be refundable unless otherwise agreed or required by law.

Where the installation itself was defective or caused a product issue, CUPTIME will assess the matter and provide an appropriate remedy.

29. Promotions and Discounted Products

Products purchased during promotions, campaigns, special offers, clearance sales, or with discount codes remain subject to this Return & Refund Policy unless specific promotional terms state otherwise.

Any applicable refund will generally be based on the actual amount paid for the returned product.

30. Gift Cards and Promotional Credits

Unless otherwise stated, gift cards, store credits, promotional credits, discount codes, or similar promotional benefits may be subject to separate terms.

Where permitted by applicable law, promotional credits may not be refundable or convertible into cash.

31. Business and Commercial Orders

For business-to-business purchases, including purchases by:

Offices
Hotels
Restaurants
Cafés
Corporations
Government organizations
Institutions
Commercial establishments

additional contractual terms may apply.

Commercial quotations, purchase orders, contracts, agreements, warranties, and invoices may contain specific return, warranty, payment, delivery, or cancellation terms.

Mandatory rights under applicable UAE law remain unaffected.

32. High-Value Equipment

For high-value coffee machines, vending machines, commercial equipment, or customized solutions, CUPTIME may require additional inspection and verification before approving a return or refund.

The customer may be responsible for ensuring that equipment is available for inspection and collection.

33. Customized and Special-Order Products

Products that are:

Customized
Configured specifically for a customer
Specially ordered
Imported specifically for a customer
Modified according to customer requirements

may not be eligible for change-of-mind cancellation or return.

However, this does not affect rights relating to defective, incorrectly supplied, or otherwise legally protected products.

34. Customer Responsibilities

Customers are responsible for:

Providing accurate delivery information
Inspecting products upon delivery
Following operating instructions
Following installation requirements
Properly maintaining equipment
Using products according to manufacturer instructions
Keeping invoices and proof of purchase
Reporting defects or damage promptly
Keeping original packaging where reasonably possible during the applicable return period
Providing accurate information during a return or warranty claim

35. Exclusions From Refund or Return

Subject to applicable UAE law, CUPTIME may reject a voluntary return where:

The product has been substantially used
The product has been damaged through misuse
The product has been modified
Unauthorized repairs have been performed
Required components are missing
Product packaging has been materially damaged
The product is a non-returnable consumable
The product was specially customized
The product was specially ordered
The customer cannot provide reasonable proof of purchase

These exclusions do not limit mandatory remedies for defective or incorrectly supplied goods.

36. Fraudulent or Abusive Return Requests

CUPTIME reserves the right to investigate suspicious, fraudulent, or abusive return requests.

Examples may include:

Repeated false damage claims
Deliberately damaged products
Serial-number manipulation
Returning a different product
Fraudulent proof of purchase
Unauthorized replacement of components
Other fraudulent activity

Where appropriate, CUPTIME may take legal or other appropriate action.

37. Consumer Protection

CUPTIME respects consumer rights under applicable UAE legislation.

UAE consumer protection rules provide consumers with rights relating to product quality, accurate information, fair compensation for qualifying damage, and appropriate remedies for defective goods or inadequate services. The law also requires suppliers to provide clear information concerning products, contractual terms, payment and warranty matters.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or waive a consumer right that cannot legally be excluded or restricted.

Where a mandatory legal requirement provides a greater right than this policy, the applicable legal requirement will prevail.

38. Disputes and Complaints

If you have a concern regarding a return, refund, replacement, warranty, delivery, or service, please contact CUPTIME first.

We aim to review and resolve customer complaints fairly and promptly.

Customer Service Email:
info@ae.cuptime.co

Additional Contact:
hareth@ae.cuptime.co

Mobile:
+971 54 430 5644

If a consumer complaint cannot be resolved directly with CUPTIME, customers may use the applicable consumer-protection complaint channels available in the UAE, including the relevant Dubai consumer-protection authority. The UAE Government provides official consumer complaint channels for Dubai and other emirates.

39. Policy Changes

CUPTIME may update this Return & Refund Policy from time to time.

Changes may be made to reflect:

Changes in our products
Changes in our services
Changes in WooCommerce or website functionality
Changes in payment providers
Changes in delivery arrangements
Changes in business procedures
Changes in UAE laws and regulations

The latest version will be published on:

The “Last Updated” date will be updated whenever material changes are made.

40. Contact Information

CUPTIME AE – CupTime Coffee Solutions – AE

United Arab Emirates

Address:
Building No: SALIM ALI AL MAZROUA – 213
Land Area: Al Nahda Second
Plot Number: 169-0
Land DM No: 508-241
Makani No: 98513 37606
United Arab Emirates

Mobile:
+971 54 430 5644

Email:
info@ae.cuptime.co

Additional Email:
hareth@ae.cuptime.co

Website:
https://ae.cuptime.co/

41. Quick Return Summary

Situation	Typical Resolution
Order cancelled before processing	Cancellation/refund where applicable
Wrong product supplied	Replacement/return/refund as applicable
Product damaged before/at delivery	Inspection and appropriate remedy
Manufacturing/product defect	Repair, replacement, refund or other applicable remedy
Unused eligible product	Return may be accepted subject to conditions
Opened consumable	Generally non-returnable
Used/installed product	Subject to inspection and applicable terms
Customized product	Generally non-returnable for change of mind
Rental machine	Governed by rental agreement
Maintenance/service	Governed by applicable service terms
Promotional product	Subject to promotion-specific terms
Refund approved	Returned through original payment method where reasonably possible

42. Final Statement

CUPTIME is committed to providing customers with reliable coffee equipment, coffee products, professional technical support, and quality service.

We encourage customers to contact us before returning any product so that we can provide the correct return instructions and resolve the matter as efficiently as possible.

CUPTIME AE – CupTime Coffee Solutions – AE

Privacy: info@ae.cuptime.co
Customer Service: info@ae.cuptime.co
Additional Contact: hareth@ae.cuptime.co
Mobile: +971 54 430 5644
Website: https://ae.cuptime.co/

Policy Version: 1.0
Effective Date: 12 August 2026
Last Updated: 12 August 2026