Return & Refund Policy

Last updated: 1 July 2026

We want you to be happy with your order. This policy explains when items can be returned, how refunds work, and how to reach us. It applies alongside your rights under the consumer protection regulations of the Kingdom of Saudi Arabia.

Return window

You may request a return within 7 days of receiving your order, provided the item is eligible (see below). To start a return, contact us with your order number.

What can be returned

• Merchandise (cups, gear, and other non-food goods) — returnable if unused, in original condition, and with any tags and packaging intact.
• Coffee beans and consumable food items — returnable only if the seal is unbroken and the item is unopened. For health and food-safety reasons we cannot accept returns of opened or used consumables unless they are defective.

Damaged, wrong, or defective items

If your order arrives damaged, incorrect, or defective, please contact us within 48 hours of delivery with your order number and photos. We will arrange a replacement or a full refund — including any shipping you paid — at no cost to you.

How to request a return or refund

1. Email support@termis.co with your order number and the reason for the return.
2. We will confirm whether the item is eligible and share return instructions.
3. Once we receive and inspect the returned item, we approve or decline the refund and notify you.

Refund method & timing

• Approved refunds are issued to your original payment method. For Cash on Delivery orders, refunds are made by bank transfer to an account (IBAN) in your name that you provide.
• Refunds are normally processed within 7–14 business days of approval. Your bank may take additional time to post the amount.

Return shipping costs

If the return is due to our error (wrong, damaged, or defective item), we cover return shipping. For other eligible returns (for example, change of mind on merchandise), the cost of return shipping is the customer’s responsibility.

Cancellations

You can cancel an order before it is dispatched for a full refund — contact us as soon as possible. Once an order has shipped, it is handled under the return process above.

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