This Returns & Shipping Policy explains how Dhel handles delivery, returns, exchanges, refunds, and warranty for products purchased through our online shop, including coffee machines (new and used), spare parts, cleaning products, and accessories.
This policy applies to online orders delivered within Saudi Arabia only. By placing an order on our website, you agree that your purchase is subject to this Policy as well as our Terms & Conditions.
If anything is unclear, our team is here to help you before or after your purchase.
Delivery areas: We currently ship orders across major cities and regions within Saudi Arabia. Some remote or hard-to-reach areas may have longer delivery times or limited service availability.
Order processing time: Orders are generally processed within 1–2 business days after payment confirmation. Orders placed on weekends or public holidays are processed on the next business day.
Delivery times (estimated):
- Main cities (for example, Riyadh, Jeddah, Dammam): typically 2–5 business days after dispatch.
- Other cities and remote areas: typically 3–7 business days after dispatch.
Shipping fees: Shipping fees depend on the destination, order weight, and dimensions. Any applicable shipping fee will be shown at checkout before you confirm your order. From time to time, we may offer free or discounted shipping promotions, which will be clearly indicated on the website.
Couriers and delivery method: We work with reputable courier companies operating in Saudi Arabia. Deliveries are usually made to your provided address during standard business hours. The courier may contact you by phone to confirm location or delivery time.
Failed delivery attempts: If a delivery attempt fails due to incorrect address details, inability to contact you, or refusal to accept the parcel, the order may be returned to us. In such cases, additional shipping fees may apply for re-delivery.
| Region | Example Areas | Estimated Delivery Time* | Notes |
|---|---|---|---|
| Main cities | Riyadh, Jeddah, Dammam and similar | 2–5 business days | Fastest delivery, subject to stock availability |
| Other cities | Medium-sized cities across KSA | 3–7 business days | May vary depending on courier network |
| Remote areas | Villages and hard-to-reach locations | Longer than 5–7 business days | Limited service; extra time may be required |
Order confirmation and tracking: After placing your order, you will receive an order confirmation by email. Once your order has been dispatched, we will send you a shipping confirmation that may include a tracking number or link, depending on the courier used.
How to track your order: Use the tracking link or number provided in your shipping confirmation to follow your shipment on the courier’s website. If tracking is not available, you can contact us and we will check the status with the courier on your behalf.
Delays in delivery: While we always aim to deliver within the estimated timeframe, delays can occur due to factors outside our control (such as weather, holidays, courier issues, or incorrect address details). In case of a significant delay, please contact us so we can investigate and update you.
Damaged parcels on arrival: If you receive a parcel that appears damaged on the outside, please:
- Note the damage with the courier if possible before signing.
- Take clear photos of the outer box, inner packaging, and the product.
- Contact us within 48 hours of delivery and include your order number, description of the issue, and photos.
Missing or incorrect items: If an item is missing from your order, or if you received the wrong product, please contact us within 48 hours of delivery. We will verify the issue and arrange for a replacement, correction, or other suitable solution.
We want you to be confident when you order from Dhel. If you are not satisfied with your purchase, you may be eligible for a return or exchange under the conditions below.
Eligibility period:
- Coffee machines (new and used): request a return within a reasonable period after delivery (for example, 7–14 days), provided the machine is unused and has not been installed.
- Spare parts, accessories, and cleaning products: request a return within a reasonable period after delivery (for example, 7–14 days), provided the items are unopened and unused.
Condition of returned items: Returned items must be in new, resellable condition, free from signs of use, damage, or modification.
Original packaging: Please keep the original product box, accessories, manuals, and any protective materials. Returns must include all original packaging to be accepted.
How to request a return or exchange:
- Contact us by email or phone with your order number, product details, and reason for the return or exchange.
- Wait for our confirmation and instructions. In some cases, we may ask for photos or additional information.
- Pack the product securely in its original packaging, including all accessories and documents.
- Ship the parcel back using the method agreed with our team, and keep the tracking number.
Return shipping costs: Unless the return is due to our error (for example, wrong item sent or confirmed defect on arrival), you are generally responsible for the cost of return shipping.
Restocking fees: For certain products, especially coffee machines and high-value equipment, we may apply a reasonable restocking fee to cover inspection, testing, and repackaging. Any such fee will be communicated to you before we approve the return.
To protect all customers and comply with safety and hygiene standards, certain items cannot be returned or exchanged except where required by law or covered by warranty:
- Used or installed machines: Coffee machines that have been installed, used, or modified after delivery (including machines where water or coffee has passed through) are not eligible for a change-of-mind return.
- Custom paint jobs and special orders: Any machine or accessory that has been customized (for example, custom paint jobs or special configurations requested by you) cannot be returned for change of mind.
- Opened cleaning chemicals: Cleaning products, descalers, and similar chemicals that have been opened or used cannot be returned for hygiene and safety reasons.
- Consumables: Coffee beans and similar consumable items are generally non-returnable once the original seal has been broken, except in case of a quality issue reported promptly.
- Items with missing accessories or damage: Products returned without essential accessories, manuals, or with damage caused by incorrect use, installation, or handling may not be accepted.
Once we receive and inspect your returned item, we will notify you whether your refund or exchange has been approved. If approved, we will process the refund as soon as reasonably possible.
Refunds are generally issued using the same payment method that you used for the original purchase, unless we agree on a different solution with you. Please note that your bank or payment provider may require additional time to post the amount back to your account.
Shipping fees paid on the original order are usually non-refundable, except where the return is due to our error or a confirmed defect covered by warranty.
| Original Payment Method | Refund Method | Estimated Time After Approval* | Notes |
|---|---|---|---|
| Credit / debit card | Refund to same card | 5–14 business days | Timing depends on your bank or card issuer |
| Local payment gateways (for example, STC Pay, Mada, Apple Pay, Google Pay) | Refund through the same gateway | 3–10 business days | Subject to the policies of the payment provider |
| Bank transfer | Transfer to your bank account | 3–10 business days | We may request your IBAN and account details |
Dhel aims to support you not only during purchase but also throughout the life of your coffee equipment. Warranty coverage for products purchased through our online shop is generally as follows, unless otherwise specified on the product page or invoice:
- New coffee machines: Covered by a limited warranty for a standard period, starting from the date of purchase, against manufacturing defects under normal, correct use.
- Used or refurbished machines: Covered by a limited warranty for a shorter period than new machines, focusing on key components and functionality that we have inspected and tested.
- Spare parts: Covered by a limited warranty for a reasonable period from the date of purchase against manufacturing defects, provided the parts are installed correctly and used as intended.
Warranty does not usually cover damage caused by incorrect installation, improper use, lack of maintenance, limescale buildup, power issues, or unauthorized repairs and modifications.
How to request warranty service: If you believe your product has a defect covered by warranty, please contact us with your order number, proof of purchase, a description of the issue, and photos or videos if available. Our technician will assess the case and advise on the next steps, which may include repair, replacement of parts, or other suitable solutions.
Warranty terms may be updated from time to time or vary by product brand. For detailed legal terms, please refer to our Terms & Conditions.
If you have any questions about shipping, delivery, returns, refunds, or warranty, our team is ready to help.
How to reach us:
- Email: cafedhel@gmail.com
- Phone / WhatsApp: +966556242094
- Location: Hail, Saudi Arabia (serving customers across the Kingdom)
For more detailed legal information about your rights and obligations when using our website and services, please review our Terms & Conditions and Privacy Policy. You can also use our Contact page if you prefer to reach us through an online form.
