Refund policy

Effective Date: October 26, 2026

1. General

We take great care to ensure that every product we ship is in perfect condition. If, however, an item arrives damaged, defective, or incorrect, please contact us within the timeframes below for resolution.

This policy applies to purchases made through www.theera.ae and covers both consumable and non-consumable items sold by The Era Store (operated by Theera FZC LLC).

Purchases made for business or trade purposes are treated as business-to-business transactions. See our Terms of Service.

2. Eligible Returns

• Consumables (coffee, matcha, tea, etc.) are non-returnable for hygiene and quality-control reasons, except defective or incorrect items under Section 3.
• Non-consumable items (accessories, cups, jugs, tools, etc.) may be returned within 7 days of delivery only if all of the following apply:
  • Item is unused and unopened
  • In original packaging
  • Accompanied by proof of purchase
• For returns, "unopened" means the product's own packaging and seal are intact. Opening the outer delivery box does not affect eligibility.
• Non-defective returns that meet the conditions above are subject to a 20% restocking fee, which includes the 5% administrative fee (see Section 10). Return shipping costs are borne by the customer.
• Fragile items (glass, ceramic, etc.) must be inspected upon delivery. Any damage must be reported within 24 hours of receipt. See Section 3.
• If we sent the wrong item, report it within 48 hours of delivery. See Section 3.

3. Defective, Damaged, or Incorrect Items

Defective machines, equipment, and accessories
Report any defective machine, equipment, or accessory within 7 days of delivery:

1. Contact us at info@theera.ae or WhatsApp +971 50 698 5430 with your order number
2. Provide a clear video showing the issue (photos alone may not be accepted)

All defective machines, equipment, and accessories, including those reported within 7 days of delivery, are assessed by the authorized distributor or service center. If the item is confirmed defective, it will be repaired or replaced, including repair or replacement of the affected part(s), in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Resolution No. 66 of 2023. We will refer you to the service center and provide their contact details.

Faults that appear after 7 days are handled under the manufacturer's warranty through the authorized service center (see Section 4).

Defective consumables
Coffee, matcha, or other consumables that arrive damaged, spoiled, or otherwise visibly unfit for use must be reported within 24 hours of delivery, with clear photos or video of the product, its packaging, and the batch or lot number.

Hidden defects that only become apparent on opening, such as a failed seal, foreign matter, or contamination, must be reported within 7 days of delivery and before the best-before date, with the same evidence.

Please keep the product until your claim is resolved. If the claim is confirmed, we will replace the item or, if a replacement is not available, issue a refund.

Ownership and risk pass to you on delivery, as set out in our Shipping & Delivery Policy. Damage caused by heat, humidity, or storage after delivery, including product left outside, at the door, or with building security or reception, is not a defect. Products not stored as directed on the packaging are not eligible. Normal taste and color variation between batches is not a defect (see Section 6).

Items damaged in transit
Fragile items (glass, ceramic, etc.) damaged during delivery must be reported within 24 hours of receipt, with a continuous unboxing video. Once confirmed, we will arrange a replacement or store credit.

Incorrect items
If you receive an incorrect item due to our error, notify us within 48 hours of delivery and before use, with a continuous unboxing video. You may open the delivery box to check your order, but the product's own packaging and seal must remain intact. The item must be returned unused, with its packaging and seal unopened, to qualify for a replacement or store credit. Coffee, matcha, and other consumables that have been opened are not eligible for return, even if sent in error. We will arrange collection and ship the correct item at no additional cost.

If inspection shows a returned item is not defective, or that a non-defective item has been used or its packaging or seal opened, the return will be rejected and shipping costs will apply.

4. Warranty (Machines & Equipment)

• All warranty service for machines and equipment is provided exclusively by the authorized service center. Warranty claims must be submitted directly to the authorized service center; on request, we will provide its contact details.
• Warranty repairs, replacements, timelines, and coverage decisions are made by the authorized service center under the manufacturer's warranty terms.
• Service charges may apply in accordance with the authorized service center's terms; parts remain covered under the applicable warranty.
• Warranty does not cover misuse, negligence, or lack of servicing.
• Machines require regular servicing and must be operated and maintained in accordance with the manufacturer's instructions. Failure to do so may void the warranty.
• The Era Store does not provide training or operational instruction for machines or equipment. Where specified on the product page, selected products may include installation and/or training.

5. Commercial Machines & Electrical Requirements

• Commercial machines require proper electrical works. It is the customer's responsibility to check and verify electrical compatibility, including voltage, amperage, phase, and circuit requirements, before purchase.
• If electrical requirements are not readily available on the product page, the customer must check with us before purchase.
• Purchasing a machine without compatible electrical supply does not qualify for a return or refund.

6. Product Variation (Handmade, Coffee & Matcha)

• Handmade items may differ from product pictures. Minor finishing defects and differences in color, finish, or texture are inherent to handmade goods and do not qualify for any refund request.
• Coffee may show slight variations in taste between batches. Consistency is our priority, but minor differences are normal and are not considered defects.
• Matcha may not always taste exactly the same. We guarantee that matcha sold under the same name is the same tea from the same farm, unless otherwise stated.
• Coffee and matcha are perishable. Quality concerns are assessed against unopened product, stored as directed, within its stated freshness period. Degradation after opening or due to improper storage is not a defect.

7. Return Shipping & Inspection

If items are returned and found to be non-defective outside the conditions of Section 2, used, or opened:

• The return will not be accepted
• The customer is responsible for:
  • Return shipping costs
  • Re-delivery costs (if requested)

All returned items must be in unused, undamaged, original condition and in original packaging. Items showing signs of use, tampering, or damage not caused during delivery will be rejected.

8. Refund Method

Approved refunds are issued as store credit, except refunds for orders canceled before dispatch, which are issued to your original payment method (see Section 10). Where UAE law entitles you to a refund to your original payment method, for example a defective item that cannot be repaired or replaced, an incorrect item we cannot replace, a parcel confirmed lost by the courier, or an order we cancel, you may request this instead of store credit.

Store credit can be used toward any future purchase on our website. It is non-transferable, cannot be redeemed or exchanged for cash, and may only be used on the account to which it is issued.

Orders paid with Tabby
Approved refunds on orders paid with Tabby are processed through Tabby, not as store credit, after any deductions under this policy. The refund is applied to your Tabby payment plan and reduces or cancels your remaining installments.

9. Non-Eligible Cases

We do not accept returns or refunds for:

• Opened or used products, except defective items handled under Section 3
• Consumables (coffee, matcha, tea, etc.), except defective consumables or unopened consumables sent in error under Section 3
• Product variation cases described in Section 6
• Machines purchased without compatible electrical supply (see Section 5)
• Requests made after the allowed timeframe
• Incorrect addresses or failed delivery attempts (re-delivery fee: AED 40 applies)

10. Order Cancellation & Administrative Fee

• You may cancel an order before it is dispatched by contacting us at info@theera.ae or WhatsApp +971 50 698 5430 with your order number. A cancellation is confirmed only when we reply in writing.
• Once an order has been handed to the courier, it cannot be canceled. Refusing delivery does not cancel an order and is handled as a return-to-sender case under Section 12.
• Refunds for orders canceled before dispatch are issued to your original payment method, minus the administrative fee below.
• An administrative fee of 5% of the order total applies to all customer-requested cancellations, including orders canceled immediately after they are placed. The same 5% fee is included in the 20% fee charged on returns and refused deliveries (see Sections 2 and 12). This fee is non-refundable. It covers payment processing charges that are not returned to us when a payment is reversed, together with order handling costs. Any approved refund or store credit is issued minus this fee.
• The administrative fee is refunded in full if we cancel the order (for example, an item is out of stock), if a refund is due for a defective or incorrect item, or if your order is not dispatched within 7 working days of the stated processing time for reasons within our control.

11. Special Orders & Custom Items

Special-order, customized, and made-to-order items, including machines in custom colors or configurations, cannot be canceled once the order has been placed with the manufacturer or distributor. Deposits on such orders are non-refundable, unless we are unable to fulfill the order.

Lead times are estimates only; delays do not entitle the customer to cancellation or compensation.

12. Refused Deliveries & Return-to-Sender

If a customer refuses delivery without a valid reason approved by Theera FZC LLC, the order will be returned to us and the customer will be responsible for all of the following:

• Outbound shipping cost: AED 35, charged even where delivery was free at checkout
• Return shipping cost: AED 35
• Repacking & handling fee: 20% of the order value, which includes the 5% administrative fee

These charges apply to refused deliveries and are separate from the AED 40 re-delivery fee for failed delivery attempts.

Once received and inspected:

• If items are unused, unopened, and in original condition → remaining balance issued in accordance with Section 8 after deductions
• If items are opened, used, or not in original condition → no refund or credit will be issued

Refusing delivery is treated as a return-to-sender case, not a cancellation.

13. Payment Disputes, Chargebacks & Buy Now, Pay Later (Tabby)

Orders are subject to the same terms outlined in this policy regardless of payment method. Customers are not entitled to refunds or cancellations outside the conditions stated here.

Any card chargeback or dispute raised through Tabby will be reviewed and responded to based on:

• Proof of delivery or delivery attempt
• Order processing and shipping records
• Compliance with this policy

If an order has been:

• Dispatched to the courier → it is not eligible for cancellation
• Refused at delivery → it will be treated as a return-to-sender case with applicable deductions

In such cases, any approved amount will be issued in accordance with Section 8, after deductions, including the 5% administrative fee (see Section 10). Until a refund is processed, payment obligations to Tabby remain the responsibility of the customer under Tabby's terms.

Theera FZC LLC reserves the right to refuse or cancel future orders from customers who raise fraudulent chargebacks, abuse the returns process, or engage in abusive conduct toward our team.

Nothing in this policy affects your statutory consumer rights under applicable UAE law.

14. Customer Acknowledgment

By placing an order, you acknowledge and agree to this Refund & Return Policy. This includes:

• Non-returnable consumables
• A non-refundable 5% administrative fee on all customer-requested cancellations, including orders canceled immediately after they are placed, except where we are at fault
• A 20% fee on all returns and refused deliveries, which includes the 5% administrative fee
• No cancellations once an order has been dispatched
• Approved refunds issued as store credit, except where Section 8 states otherwise
• Non-cancelable special orders and custom items
• Defect assessment and warranty service handled by the authorized service center, including possible service fees
• The customer's responsibility to verify electrical compatibility before purchasing commercial machines
• Return shipping costs on returns, and outbound and return shipping costs on refused deliveries
• Terms applicable to payment disputes, chargebacks, and Buy Now, Pay Later (Tabby) transactions

15. Contact Information

For any questions regarding returns or refunds:
📧 info@theera.ae
📱 +971 50 698 5430

Theera FZC LLC reserves the right to update or modify this policy in accordance with applicable UAE laws, including Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulation issued by Cabinet Resolution No. 66 of 2023.