At ICOFFEE, we care about the quality of your coffee and your satisfaction with every order, and we handle exchange and return requests clearly and simply.
The short version
Unopened packs can be exchanged or returned within 14 days at no cost to you. Faulty, expired or wrong items can be exchanged or refunded within 30 days, and we cover the shipping. For faulty items, the exchange or refund is completed within a week, to your original payment method.
01 Exchanges and returns without a defect
You can request an exchange or a return within 14 days of receiving your order, at no cost to you, provided the product is in its original condition, the pack is unopened and the safety seal is intact, subject to the exceptions allowed by law.
02 Opened packs and special orders
We do not accept exchanges or returns for a simple change of mind in the following cases:
- The coffee pack has been opened or part of its contents used, to protect the safety and quality of the product.
- The product was prepared to special specifications requested by the customer, as long as it matches those specifications and the legal exceptions apply to it.
- The product was damaged by improper storage or use after delivery.
These exceptions do not apply to faulty products or products that do not match your order, and opening a pack to discover a defect does not cancel your rights.
A difference in personal taste preference is not, on its own, a defect in the product, as long as it matches its published description and specifications.
03 Faulty products or incorrect orders
If you receive a product that is damaged, expired or different from what you ordered, or you discover a defect in its quality, you have the right to an exchange, or to a return and a refund of its value, within 30 days of receiving it.
ICOFFEE covers the collection and shipping costs in these cases, at no extra cost to you.
Please contact us as soon as you notice the problem, stop consuming the product if you suspect it is unsafe, and keep the pack and any remaining contents until we arrange the right next step.
04 How to make a request
Contact our customer service team using the details on our Contact Us page, and send:
- Your order number or proof of purchase.
- A description of the problem, or the reason for the exchange or return.
- Photos showing the problem, the batch number and the expiry date, if possible.
Having this information helps us review your request quickly and arrange collection of the product.
05 Refunds
For faulty items, the exchange or refund is completed within one week of submitting your request to customer service, using the same payment method you used for the purchase.
For cash on delivery orders, we arrange the refund with you directly, and store credit is never imposed in place of a refund.
06 Your rights are protected
This policy applies without prejudice to the consumer rights established under Egyptian law.