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Terms of Service & Returns Policy

Last updated: 12 March 2022

1. About these terms

These terms apply to purchases made through specialtybatch.com from Specialty Batch General Trading LLC (“we”, “us”). By placing an order or using our website, you agree to them. Wholesale customers are covered by their own agreement.

2. Use of our website

Please use our website lawfully and in a way that does not restrict anyone else’s use of it. Our content may not be copied, reproduced, republished, posted or distributed without our written permission.

3. Products and orders

  • Our coffee is roasted to order. Because of this, orders cannot be changed or cancelled once confirmed.
  • Flavour notes, roast dates and product descriptions are a guide. Coffee is a natural product, so small differences between batches are normal.
  • The price shown when you place your order is the price you pay. If we make a pricing error, we will contact you before dispatch and you can choose to proceed or cancel.
  • Please check your address, phone number and order details before you confirm.

4. Delivery

  • We use independent third party couriers and delivery companies. We give them clear handling instructions and we pack our products with care.
  • Order placement: orders placed between Thursday and Sunday may be processed from the following Tuesday.
  • Delivery times: within 10km of city centres in the 7 Emirates, delivery is typically within 24 hours of dispatch. Regional areas of the UAE may take 2 to 3 business days.
  • There are no deliveries on Saturdays, Sundays or UAE public holidays.
  • Delivery times are estimates. We are not responsible for delays caused by couriers, traffic, weather, incorrect address details, or someone not being available to receive the order, except where UAE law says otherwise.

5. Courier handling and checking your order

  • Your order is delivered by third party couriers. Parcels can be exposed to heat, movement or rough handling in transit, and packages may arrive warm. Warmth on arrival is not, by itself, a defect.
  • Please check your order before you accept it. If the parcel or packaging is damaged, opened, too hot to handle, or anything else looks wrong, you have the right to refuse delivery. Tell the courier and contact us straight away.
  • Once you accept delivery, any problem must be reported under section 6.

6. Reporting a problem

Please contact us within 3 days of delivery at info@specialtybatch.com and include your order number, photos of the product and packaging, and a description of the issue. Claims made after 3 days may not be accepted. We may ask for more information and we may ask you to keep the product, unused and unopened, until we have reviewed your claim.

7. Returns and refunds

  • Because coffee is a consumable product, we do not accept returns or exchanges of opened products.
  • Unopened and sealed products may be returned within 3 days of delivery. We will arrange collection and refund the product price to your original payment method.
  • If we confirm a genuine quality fault or a wrong or damaged product, we will choose the remedy: replacement, store credit or refund. A difference from your personal taste is not a fault.
  • Approved refunds are paid within 7 to 14 business days.

8. Limitation of liability

To the fullest extent allowed by UAE law:

  • Our liability for any claim related to your order is limited to the price you paid for the affected product.
  • We are not liable for indirect or consequential loss, including loss of profit or business.
  • We are not liable for events outside our reasonable control, including courier delays, severe weather and public emergencies.
  • Nothing in these terms limits any right you have under UAE consumer law, or our liability where the law does not allow it to be limited.

9. Allergies and health

Please read the product information before you buy. If you have a food allergy or health concern, contact us before you order. You are responsible for deciding whether a product is suitable for you.

10. Intellectual property

The content, layout, design, data and graphics on this website are protected by UAE and international intellectual property laws and are owned by us or our licensors. Use without our written permission is not allowed.

11. Changes to these terms

We may update these terms from time to time. The version on this page on the day you place your order applies to that order.

12. Governing law

These terms are governed by the laws of the Emirate of Dubai and the federal laws of the UAE that apply there. Please contact us first so we can try to resolve any problem directly. The courts of Dubai have jurisdiction over any dispute.

13. Contact

Specialty Batch General Trading LLC, Shed 3 A, Marina Cubes Street, Port Rashid, Dubai
info @ specialtybatch.com | +971 4 299 1113