Returns & Refunds Policy

Al-Gharb Coffee Roasters

Last updated: 5 November 2026

At Al-Gharb Coffee Roasters, we take pride in the quality of our coffee, tea and equipment. We want every order to arrive in perfect condition and for you to be happy with your purchase.

If something isn't right, we're here to help.

This policy explains how returns, cancellations, replacements and refunds work for purchases made through our online shop at www.al-gharb.coffee.

1. Your Right to Cancel an Order

If you purchase from us as a consumer, you generally have the right to withdraw from an online purchase within 14 calendar days of receiving your goods, without giving a reason, subject to applicable legal exceptions.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.

How to cancel your order

You can notify us in either of the following ways:

Online Withdrawal Form: Click the Withdrawal Form tab located at the side of our website. Complete the form with your order details and submit it through our website.
By email: Send a clear withdrawal request to shop@al-gharb.coffee, identifying your order and the products you wish to return.

Using our online Withdrawal Form is optional. You may also exercise your right of withdrawal by sending us any other clear statement communicating your decision.

If your order is delivered in separate parcels, the withdrawal period generally begins when you receive the final parcel. Special rules may apply to contracts involving regular deliveries.

Your withdrawal request is submitted on time if you send it before the applicable 14-day withdrawal period expires.

Where a consumer exercises the right of withdrawal through the online form provided on our website, we will acknowledge receipt on a durable medium, such as email, within 24 hours, in accordance with applicable Portuguese law.

You do not need to wait for our acknowledgement for a withdrawal request sent within the legal deadline to be valid.

2. How to Return an Item

To return an eligible product:

Notify us of your decision to withdraw within the applicable 14-day period, using our online Withdrawal Form or by email.
Include your order number and details of the products you wish to return, where available.
Package the products securely to avoid damage in transit.
Send the products back within 14 calendar days of notifying us of your decision, unless we have agreed to collect them.

Return address:

Al-Gharb Coffee Roasters
Beco do Sol 3, Santa Eulália
8200-269 Albufeira
Portugal

Please include your order number or a copy of your order confirmation where possible.

We recommend using a tracked shipping service and keeping proof of postage.

3. Return Shipping Costs

For standard returns where you have changed your mind, you are responsible for the direct cost of returning the goods, provided this responsibility was clearly disclosed before purchase as required by law.

If a product is faulty, damaged, incorrect or otherwise does not conform to your order, please contact us before returning it.

Where required by applicable consumer law, we will arrange or cover the necessary return shipping costs.

4. Coffee and Tea Returns

Coffee and tea are food products, and freshness and quality are important to us.

Unopened coffee and tea may be returned under the statutory 14-day withdrawal right where applicable.

Certain products may be excluded from this right under applicable law, including goods liable to deteriorate or expire rapidly, and qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

These exceptions apply only where the relevant legal conditions are met.

Freshly roasted coffee is not automatically excluded from the statutory withdrawal right simply because it is a food product or because it was roasted after the order was placed.

Our 14-Day Coffee Satisfaction Promise

We understand that coffee is personal, and not every coffee will suit every taste.

If you're unhappy with the taste of a coffee you've purchased from us, please email shop@al-gharb.coffee within 14 days of receiving your order.

Tell us which coffee you purchased and what you didn't enjoy. We'll review your experience and work with you to find a suitable solution.

Depending on the circumstances, we may offer a replacement coffee in a similar price range or a refund.

We may ask for photographs or for the remaining coffee and packaging to be returned so that we can investigate your concern.

Our Coffee Satisfaction Promise is an additional customer-service benefit. It does not replace or limit your statutory rights, including your rights if a product is faulty, damaged, incorrect or not as described.

5. Brewing Equipment, Accessories and Merchandise

Brewing equipment, accessories and merchandise may be returned within the statutory 14-day withdrawal period, where applicable.

You may inspect products as you would in a physical shop. However, you may be responsible for any reduction in value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Please return products with their accessories and, where reasonably possible, in their original packaging.

Equipment Warranties and Faulty Products

Products purchased by consumers are protected by applicable statutory conformity rights.

Under Portuguese consumer law, new movable goods are generally covered by a three-year legal conformity period from delivery, subject to the applicable statutory conditions.

If a product is faulty or does not conform to the contract, please contact us.

Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction or termination of the contract with a refund.

Al-Gharb Coffee Roasters remains responsible for its obligations as the seller. Any manufacturer's commercial warranty is additional to your statutory rights.

6. Damaged, Incorrect or Missing Items

If your order arrives damaged, incomplete, incorrect or defective, please contact us at shop@al-gharb.coffee as soon as possible.

Include your order number, a description of the problem and photographs where helpful.

We will review the issue and arrange an appropriate solution, such as a replacement, repair or refund, in accordance with your statutory rights.

Where reasonably possible, please keep the original packaging until the issue has been resolved.

You do not lose your statutory rights simply because you did not report a problem immediately.

7. Returns & Refunds

For eligible cancellations under the statutory right of withdrawal, we will issue your refund within 14 calendar days of receiving your withdrawal notification.

Where permitted by law, we may withhold the refund until we have received the returned goods or you have provided proof that they have been sent back, whichever happens first, unless we have offered to collect them.

For a full withdrawal, your refund will include the price of the eligible products and the cost of our least expensive standard delivery option, where applicable.

Additional charges resulting from your choice of a more expensive delivery service are not refundable where the law permits this exclusion.

Refunds will be issued using the same payment method used for the original purchase, unless you expressly agree otherwise.

We do not charge additional refund fees.

For partial returns, any adjustment to delivery charges will be assessed in accordance with applicable consumer law.

Refunds for faulty or non-conforming products will be handled according to the applicable statutory remedies and deadlines.

If you need to return a product, report a problem with your order or request a refund, please refer to our Returns & Refunds Policy for information about eligibility, timeframes and procedures.

Returns & Refunds Policy:
https://www.al-gharb.coffee/returns-policy

Nothing in this Shipping & Delivery Policy limits your statutory consumer rights under applicable law.

8. Coffee Subscription Deliveries

Coffee subscription orders are prepared and dispatched according to the delivery schedule associated with your subscription.

Applicable shipping charges and delivery arrangements depend on the subscription plan and delivery destination.

You may request changes to upcoming deliveries, pause your subscription or cancel future renewals using the available management options in your customer account or by contacting shop@al-gharb.coffee.

Please contact us before an upcoming order enters processing if you wish to make changes to that delivery.

Orders already processed or dispatched remain subject to the applicable shipping, withdrawal and returns conditions, including your statutory consumer rights.

9. Business and Wholesale Orders

The statutory consumer withdrawal rights described in this policy apply to eligible purchases made by consumers.

Orders placed for business or professional purposes may be subject to separate commercial terms agreed at the time of purchase.

Nothing in this policy limits any mandatory legal rights applicable to those transactions.

For wholesale enquiries, please contact:

wholesale@al-gharb.coffee

10. Contact Us

If you have any questions about a return, refund or product issue, please get in touch.

Al-Gharb Coffee Roasters
Operated by Schlooyman Property Lda.

Beco do Sol 3, Santa Eulália
8200-269 Albufeira
Portugal

Returns, refunds and online orders: shop@al-gharb.coffee

Wholesale enquiries: wholesale@al-gharb.coffee

Website: https://www.al-gharb.coffee

Your Statutory Rights

Nothing in this policy excludes or limits your mandatory rights under applicable consumer protection legislation, including rights relating to withdrawal, delivery and the conformity of goods.