1. Order Booking & Confirmation

Retail Orders (Roasted / Ground Coffee)

• Retail orders are confirmed only after successful payment.
• Orders are subject to product availability at the time of confirmation.
• For household or small-quantity purchases, buyers may be redirected to approved e-commerce platforms where applicable.
• Shipping costs for retail orders are borne by the buyer unless otherwise stated.

Wholesale & Export Orders

• Wholesale and export orders are confirmed only after mutual agreement on coffee type, quantity, pricing, and shipping terms.
• Submission of an enquiry does not constitute a confirmed order.
• Quotations are valid for a limited period unless otherwise specified.

2. Dispatch Timelines

Dispatch timelines vary based on product category and buyer requirements:

• Roasted Retail Packs (Local): Dispatched within 1 business day for capital-city deliveries after order confirmation.
• Green Coffee Beans (Export): Dispatched within 10–25 days, depending on buyer preference, documentation, and logistics readiness.
• Export Orders (FOB): Dispatch timelines depend on destination, shipping line availability, and agreed delivery terms.

All timelines are estimates and may vary due to logistics constraints, customs procedures, or carrier availability.

3. Shipping & Logistics Reference

Inland Transport (Ethiopia):

• Truck transport
• Ethio–Djibouti Railway

International Shipping:

• Ocean carriers may include MSC, CMA-CGM, Maersk, CU Line, or equivalent providers

Shipping Terms Supported:

• FOB: Yes
• EXW: No
• Container Shipping: Yes
• Air Cargo: Yes

Customs duties, import taxes, and clearance charges are borne by the buyer.

4. Cancellation Policy

Retail Order Cancellations

• Cancellations are permitted only before dispatch confirmation.
• Once retail products are packed or dispatched, cancellations are not allowed.

Wholesale & Export Order Cancellations

• Cancellations are accepted only before processing, packing, or logistics allocation begins.
• Once export documentation, production scheduling, or shipment booking has started, cancellations are not permitted.
• AFAM International reserves the right to refuse cancellation requests outside these conditions.

5. Non-Cancellable Situations

Cancellations will not be accepted under the following circumstances:

• Orders already dispatched or shipped
• Custom or bulk orders prepared based on buyer specifications
• Delays caused by third-party carriers or force majeure events

6. Refund & Return Reference

• Returns for green coffee beans are accepted only in case of verified company-side fault.
• Returns for roasted retail packs are not accepted except in cases of damage or quality issues caused by the company.
• No returns are accepted for freshness preference, taste variation, or grind selection.

Approved refunds are processed via bank transfer within a maximum of 10 working days. Return shipping costs, where applicable, are borne by the buyer.

For complete refund details, please refer to the Refund Policy.

7. Policy Updates

AFAM International reserves the right to update this Booking & Cancellation Policy at any time. Continued use of our services constitutes acceptance of the revised policy.

8. Contact Information

AFAM International DMCC
Jumeirah Lakes Towers, Dubai, UAE
📧 info@afaminternational.ae
📞 +971 XXXXXXX