Terms and Conditions - الشروط والأحكام

First: Order Modification
Once an order has been placed and confirmed, it cannot be modified (including adding or removing items or making any other changes).
If the customer requests cancellation after the order has been processed or shipped, shipping and return shipping fees will be deducted from the total amount before issuing a refund:
Within the Kingdom of Saudi Arabia: SAR 13 (including VAT).
GCC countries: fees are calculated based on shipment weight.
Customers are entitled to request order cancellation and a full refund if delivery is delayed for more than 15 business days from the order processing date.
MONO Roastery reserves the right to:
Limit product quantities per customer or per order.
Modify or cancel any order in compliance with applicable laws and regulations in the Kingdom of Saudi Arabia, with customer notification in the following cases:
Product or requested quantity is unavailable.
Delivery time exceeds the expectimeframe.
Delivery location is out of service coverage.
Incorrect pricing due to technical or human error.

Second: Returns, Exchanges, and Order Cancellation
Customers may request cancellation, return, or exchange within 7 days from the date of purchase, by contacting customer service.
Contact Channels:
Liv chat via the website.
Working Hours:
Sunday to Thursday, from 9:00 AM to 3:00 PM.

Shipping Fees:
For returns or exchanges after order delivery:
Within Saudi Arabia: SAR 13 (including VAT).
GCC countries: calculated based on shipment weight.

Return & Exchange Conditions:
The original invoice must be provided.
The product must be unused, in its original condition, and in unopened original packaging.
Important Notice:
As MONO Roastery products are food items (coffee), coffee products cannot be returned or exchanged after delivery,
except in cases of clear product defects, such as:
Unusual or off odor.
Visible damage or defect.
Expired product (shelf life: 6 months from roast date).
In such cases, we are committed to reviewing and resolving the issue to ensure customer satisfaction.

Refunds:
Refunds are processed within 5 to 7 business days after receiving and inspecting the returned shipment.
Shipping fees will be deducted from the refunded amount.

Third: Missing, Incorrect, or Damaged Orders
Customers must notify us within 24 hours of receiving the order via customer service channels.
The following must be provided:
Clear photos of the product.
A copy of the invoice.
A detailed description of the issue.

Resolution Process:
A shipping representative will be arranged to collect the item within 2 to 5 business days.
Upon receiving the product, it will be inspected, and a decision will be made regarding replacement or refund.

Important Notes:
If a replacement product is unavailable, the customer will be contacted for approval before proceeding with an alternative solution.
Refunds will be processed within 5 to 7 business days.