Refund policy

Effective Date: July 23, 2026

1. General

We take great care to ensure that every product leaving our warehouse 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.
• 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
• Non-defective returns that meet the conditions above are subject to a 30% restocking fee, and 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.
• If we sent the wrong item, it must be reported immediately and before use, and returned unused in its original packaging.

3. Defective or Incorrect Items

Report any defective or incorrect item within 7 days of delivery (within 24 hours for fragile items):

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

If an item is confirmed defective, it will be repaired or replaced — including repair or replacement of the affected part(s) — through the authorised distributor or service centre, in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection.

If you receive an incorrect item due to our error, notify us immediately and before use; the item must be returned unused and in its original packaging to qualify for a replacement or store credit. Items returned opened, used, or without original packaging will not be eligible. We will arrange collection and ship the correct item at no additional cost.

If inspection shows the item is not defective, or has been used or opened, the return will be rejected and shipping costs will apply.

4. Warranty (Machines & Equipment)

• Warranty service for machines and equipment is provided by the authorised distributor or service centre.
• Service charges may apply in accordance with the authorised distributor or service centre’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 colour, 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 boxing.

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 only, unless otherwise required by UAE law.

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.

9. Non-Eligible Cases

We do not accept returns or refunds for:

• Opened or used products
• Consumables (coffee, matcha, tea, etc.)
• 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

Orders are processed quickly to ensure fast fulfilment.

• Orders cannot be cancelled once they have entered processing or have been shipped
• If a cancellation request is made before processing begins, we will try to accommodate it, but it is not guaranteed

Orders already dispatched must follow this policy and applicable charges.

Refusing delivery does not qualify as a valid cancellation.

11. Special Orders & Custom Items

Special-order, customised, and made-to-order items — including machines in custom colours or configurations — cannot be cancelled once the order has been placed with the manufacturer or distributor. Deposits on such orders are non-refundable.

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 our warehouse and the customer will be responsible for all of the following:

• Outbound shipping cost: AED 35
• Return shipping cost: AED 35
• Repacking & handling fee: up to 30% of the order value

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 as store credit 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:

• Processed or shipped → 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 as store credit only, after deductions. 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
• No cancellations after processing
• Non-cancellable special orders and custom items
• Warranty service handled by the authorised distributor or service centre, including possible service fees
• The customer’s responsibility to verify electrical compatibility before purchasing commercial machines
• Applicable charges for refused deliveries (shipping and handling fees)
• 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 Cabinet Decision No. 66 of 2020.