This Refund Policy applies to all retail and wholesale orders placed with AFAM International DMCC (“AFAM”, “we”, “our”). AFAM operates as the authorized distributor of AMG Coffee, and all coffee products are processed, packed, and dispatched from Ethiopia through certified facilities.

1. Eligibility for Refunds

Refunds are considered only in cases of verified company-side fault, including:

• Incorrect product supplied
• Product damage caused during packing or handling under AFAM or AMG responsibility
• Confirmed quality defects attributable to processing or packing

All refund requests are subject to review, verification, and approval.

2. Non-Refundable Situations

Refunds will not be issued for the following reasons:

• Taste preference or personal flavour expectations
• Natural variation in aroma, colour, or cup profile of agricultural products
• Incorrect grind selection chosen by the buyer
• Delays caused by third-party logistics providers or customs authorities
• Orders accepted and dispatched without company-side fault

3. Retail Refunds (Roasted / Ground Coffee)

• Retail coffee packets are non-returnable once dispatched.
• Refunds are accepted only if the product is damaged or incorrect due to company-side error.
• Claims must be reported within 24 hours of delivery.
• Clear images and order details must be provided to support the claim.

4. Wholesale & Export Refunds (Green / Bulk Coffee)

• Refunds or returns are accepted only in cases of verified company-side fault.
• No refunds are provided for buyer preference changes, market conditions, or transit delays beyond company control.
• Claims must be submitted promptly with relevant supporting documentation.

5. Return Conditions

• Approved returns must be in original packaging and original condition.
• Return shipping costs are borne by the buyer unless otherwise agreed in writing.
• AFAM International reserves the right to refuse returns that do not meet approved conditions.

6. Refund Processing Method & Timeline

• Approved refunds are processed via bank transfer only.
• Refund processing time is up to 10 working days from claim approval.
• Any bank or transaction charges are borne by the recipient unless otherwise stated.

7. How to Request a Refund

To request a refund, please provide the following details:

• Order reference number
• Description of the issue
• Supporting photos or documents
• Contact details

Requests should be sent to info@afaminternational.ae within the applicable reporting period.

8. Policy Updates

AFAM International reserves the right to modify this Refund Policy at any time. Continued use of our services constitutes acceptance of the revised policy.

9. Contact Information

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