Refund policy

This policy is designed to provide a clear and fair purchase experience while respecting the nature of coffee products, food items, commercial equipment, and consumer rights in the UAE.

Change of Mind Returns

  • Eligible products may be returned or exchanged within 7 days from delivery, provided the product is unused, undamaged, in its original packaging, complete with all accessories, and accompanied by the invoice.
  • For certain unused Zero Hero accessories or coffee tools, a longer return period of up to 30 days may apply where stated on the product page or quotation.
  • Products that have been installed, used, activated, or are no longer in original condition cannot be returned unless a defect or supply error is confirmed.
  • The customer may be responsible for delivery, return, or inspection charges for change-of-mind returns, unless the return is due to an error by QAVIA.

Non-Returnable Products

  • Coffee beans, ground coffee, capsules, beverages, or any food products that have been opened, used, or affected by storage after delivery.
  • Customized, special-order, prepared, or imported items requested by the customer.
  • Commercial machines and equipment after installation, use, training, or delivery to a commercial site.
  • Spare parts or accessories that have been opened, installed, or used.
  • Final-sale or clearance items where clearly identified as non-returnable, unless they are defective or not as described.

Incorrect Damaged or Defective Products

  • If the customer receives an incorrect, damaged, not-as-described, or visibly defective product, QAVIA must be contacted within 24 hours of delivery with the order or invoice number and clear photos.
  • If a technical defect appears during the warranty period, the customer should submit a warranty claim under the process described above.
  • After inspection, if the issue is confirmed, QAVIA will provide the appropriate remedy, such as repair, replacement, refund, or store credit, depending on the product and applicable law.

Refunds

  • Returned products will be reviewed after receipt and inspection.
  • If the return is approved, the refund will be processed to the original payment method or another agreed method within 7 to 14 business days from approval. The time for funds to appear may vary depending on the bank or payment provider.
  • Delivery, installation, and technical visit charges are non-refundable once the service has been performed, unless the return is due to an error by QAVIA or a confirmed product defect.