Refund policy

We want you to be satisfied with every order from Withaq. This policy explains when an item can be returned, how refunds are handled, and what the warranty covers.

Coffee machines — 14 days

You may request a return within 14 days of receiving your machine, provided that:

the machine is in its original condition, with all accessories, manuals and the original packaging;
it has not been damaged, modified, or repaired by anyone other than Withaq or an authorised technician;
you can provide the order number or proof of purchase.

A machine that has been installed at a commercial site and put into daily service cannot be returned for a change of mind. It remains covered by the warranty below.

Specialty coffee beans — not returnable

For food safety reasons we cannot accept returns or exchanges of coffee beans once they have shipped, whether the bag is opened or still sealed.

This does not affect your rights if something is wrong with the order: if your coffee arrives damaged, incorrect, or past its expiry date, contact us within 7 days of delivery and we will replace it or refund it in full.

Damaged, faulty or incorrect items

If anything arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery with your order number and photographs of the item and its packaging. We will arrange collection at our cost and either replace the item or refund it in full, including the original shipping charge.

Who pays return shipping

We do — if the item is faulty or damaged, or we sent the wrong product.
You do — if you are returning a machine because you changed your mind. If we arrange the collection for you, the shipping cost is deducted from your refund.

Two-year warranty on coffee machines

Every coffee machine we sell carries a 24-month warranty from the date of delivery against manufacturing and component defects. The warranty covers parts and labour for repairs carried out by Withaq or an authorised technician.

The warranty does not cover:

damage from misuse, dropping, or repair by an unauthorised party;
damage caused by scale build-up where the recommended descaling and cleaning schedule has not been followed;
damage caused by unsuitable water or an unsuitable power supply;
normal wear of consumable parts such as seals, filters and grinder burrs.

How to start a return or a warranty claim

Email withaq.om@gmail.com, or use the contact form on this site, and include:

your order number;
the product name;
a description of the problem, with photographs or a short video where relevant.

We reply within two business days and tell you the next step. Please do not ship anything back before we confirm the return — unapproved returns may not be accepted.

Refunds

Once we receive and inspect the returned item we let you know the outcome. Approved refunds are issued to the original payment method within 7–14 business days. How long the money then takes to appear depends on your bank or card issuer.