Return & Refund Policy
Return & Refund Policy
Our Commitment
We want every Don Tulio order to arrive as expected. Because our range includes freshly prepared products, packaged coffee, merchandise and equipment, return and refund conditions vary depending on the type of product purchased.
Nothing in this policy limits any rights available to customers under applicable consumer protection laws.
1. Freshly Prepared & Perishable Products
Freshly prepared beverages, food, combos and other perishable products cannot normally be returned or exchanged due to their nature.
A refund or replacement may be considered if:
- The wrong product was delivered
- The product arrived damaged, spilled or unusable
- An item was missing from your order
- The product was materially different from your confirmed order
- There is a verified quality or safety issue
Please contact us as soon as possible after delivery, preferably within 24 hours, and provide:
- Your order number
- A description of the issue
- Clear photos of the product and packaging where applicable
Personal taste preferences, such as finding a beverage too strong, weak, sweet, bitter, hot or cold, do not normally qualify for a refund when the product has been prepared correctly according to the order.
2. Packaged Coffee & Consumable Products
For health, hygiene and quality-control reasons, opened coffee bags, opened food products and other opened consumables cannot normally be returned unless they are damaged, defective or incorrectly supplied.
Unopened and unused packaged products may be considered for return within 7 days of delivery, provided that:
- The packaging and safety seal remain intact
- The product is unused
- The product remains in its original saleable condition
- Proof of purchase is provided
- The product has been stored correctly
3. Merchandise & Non-Consumable Products
Eligible merchandise and other non-consumable products may be considered for return within 14 days of delivery.
To qualify:
- The product must be unused and undamaged
- All original components and accessories must be included
- The original packaging must be retained
- Proof of purchase must be provided
Products showing signs of use, misuse, accidental damage or unauthorized modification may not be accepted for return.
4. Coffee Machines & Equipment
Coffee machines and other equipment require return approval before being sent back to Don Tulio.
Eligible equipment may be considered for return within 30 days of delivery, provided that it:
- Has not been installed or used
- Is undamaged
- Includes all accessories, manuals and components
- Remains in its original packaging
- Includes proof of purchase
Equipment that has been installed, operated, damaged through misuse or modified/repaired without authorization may not qualify for return.
For defective equipment, please contact our team before arranging transportation or returning the machine.
5. Non-Returnable Products
Unless defective, incorrectly supplied or otherwise required by applicable law, we generally cannot accept returns for:
- Freshly prepared beverages and food
- Opened coffee or consumable products
- Products with broken hygiene or safety seals
- Custom-made or personalized products
- Special-order products
- Gift cards or promotional vouchers
- Clearance or final-sale products marked as non-returnable
- Products damaged through misuse or improper storage
- Products purchased through another retailer or platform
Problems With Your Order
6. Incorrect, Missing, Damaged or Defective Orders
Please inspect your order as soon as possible after receiving it.
If something is damaged, defective, missing or incorrect, contact us promptly.
We may request:
- Order number
- Photographs
- Videos where appropriate
- Original packaging
- Product information
- A description of the issue
Once the issue has been reviewed and confirmed, depending on the circumstances we may provide an appropriate:
- Replacement
- Repair
- Store credit
- Partial refund
- Full refund
The appropriate solution will depend on the product, circumstances and applicable consumer law.
Returns
7. How to Request a Return
Please contact us before returning any product.
Email: info@fincadontulio.com
Please include:
- Your order number
- Product name
- Reason for return
- Photos or videos where applicable
Once your request has been reviewed and approved, our team will provide the appropriate return instructions and return location.
Do not send products back without prior approval.
Unauthorized returns may not be accepted.
8. Return Shipping Costs — UAE
For eligible returns within the UAE, Don Tulio will cover reasonable return delivery costs when the return is due to:
- An incorrect product supplied by Don Tulio
- A confirmed defective product
- Another confirmed fulfilment error by Don Tulio
For an approved change-of-mind return, the customer is responsible for applicable return delivery costs.
Original delivery charges are generally non-refundable unless the entire order was defective, incorrect or improperly delivered, subject to applicable law.
9. Return Shipping Costs — GCC
For orders delivered to GCC countries, please contact Don Tulio before arranging any return shipment.
Return shipping costs will depend on:
- Destination country
- Package size and weight
- Product type
- Courier availability
- Customs requirements
- Reason for return
Where the return results from a confirmed Don Tulio error, defective product or damage occurring before delivery, our team will advise you on the appropriate return or resolution process.
For an approved change-of-mind return, international return shipping and related charges are the customer's responsibility, subject to applicable law.
Any customs duties, import charges or other fees paid to third parties may not be refundable by Don Tulio.
Exchanges & Cancellations
10. Exchanges
Subject to product eligibility and availability, certain products may be exchanged.
In some cases, the easiest way to process an exchange may be to return the original eligible product and place a new order.
Any applicable price difference will be charged or refunded accordingly.
11. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Orders may generally only be cancelled before preparation, packing or dispatch has begun.
Fresh Food & Beverages:
Cannot normally be cancelled once preparation has started.
Packaged Coffee & Merchandise:
Cannot normally be cancelled once dispatched, although an eligible return may be requested after delivery.
Machines, Equipment & Special Orders:
Cancellation eligibility will depend on the order status, procurement, preparation and dispatch arrangements.
Cancellation requests are subject to review and cannot be guaranteed once fulfilment has started.
Refunds
12. Refund Processing
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will normally be issued to the original payment method within 14 business days.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
Shipping, delivery, cash-on-delivery and other service charges may be non-refundable unless the refund results from our error or is otherwise required under applicable law.
13. Promotional, Discounted & Bundled Orders
For products purchased as part of a bundle, promotion or special offer, the refund amount may be adjusted to reflect the value of any products retained by the customer.
If a complimentary item was provided as part of the promotion, it may also need to be returned before the applicable refund can be processed.
Need Help?
Have a question about a return, cancellation, damaged order or refund? Our team is here to assist.
Email: info@fincadontulio.com
Phone: +971 56 682 1611