Refund policy

Effective Date: April 10, 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 timeframe 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 (operated by Theera FZC LLC).

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 defective
• Item is unused and unopened
• In original packaging
• Accompanied by proof of purchase
• 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
  
• Used items cannot be accepted for return under any circumstances even if we sent the wrong item
  

3. Defective or Incorrect Items

If you receive a defective or incorrect item:

1. Contact us at info@theera.ae or WhatsApp +971 50 698 5430 within the allowed timeframe
2. Provide clear videos (photos might not be accepted) showing the issue
3. Once verified, we will arrange pickup and replacement or issue store credit

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

4. Return Shipping & Inspection

If items are returned and found to be non-defective, 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.

5. 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.

6. Non-Eligible Cases

We do not accept returns or refunds for:

• Opened or used products
• Consumables (coffee, matcha, tea, etc.)
• Handmade items with natural variations or minor imperfections
• Variations in coffee or matcha taste, roast level, or grind size
• Requests made after the allowed timeframe
• Incorrect addresses or failed delivery attempts
  
• (Re-delivery fee: AED 40 applies)
  

7. Errors on Our Part

If we sent the wrong item:

• Notify us immediately and before use
• We will arrange collection and ship the correct item at no additional cost

If the product has been opened, used or consumed, it will not qualify for return.

8. Order Cancellation

Orders are processed quickly to ensure fast fulfillment.

• Orders cannot be canceled 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.

9. Refused Deliveries & Return-to-Sender

If a customer refuses delivery without a valid approved (by Theera) reason:

• The order will be returned to our warehouse

The customer will be responsible for all the following:

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

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.

10. Buy Now, Pay Later (Tabby) Payments & Disputes

Orders placed using Tabby are subject to the same terms outlined in this policy.

• Customers are not entitled to refunds or cancellations outside the conditions stated here, regardless of payment method
• Any disputes raised through Tabby will be reviewed 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

11. Customer Acknowledgment

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

• Non-returnable consumables
• No cancellations after processing
• Applicable charges for refused deliveries (shipping and handling fees)
• Terms applicable to Buy Now, Pay Later (Tabby) transactions

12. 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.