Terms & Conditions

Thood Qahwa Trading Company is a Limited Liability Company located in the Kingdom of Saudi Arabia that aims to supply local and regional market with green coffee and professional roasting machines. Our website address is www.thoodcoffee.com

www.thoodcoffee.com is fully committed to protect users and personal data, and by your acceptance of the Privacy Policy of thoodcoffee.com, you permit us to collect, use and disclose your personal information only in accordance with other party to serve you and complete your orders with limited extent.

Customer personal information: 

When opening a new account in www.thoodcoffee.com website, we request a set of customer personal data, which must be correctly completed to complete the registration process on the site and to ensure that there is no false or misleading information provided. We also collect the information of potential customers who are interested in buying our products or the product we distribute.

Personal Information Collected:

Name, address, contact numbers, e-mail, and other basic information.

We may give your name and address to a third party to deliver your order to you (for example, a delivery operator, supplier, or carrier)

Use of your personal information

We may use personal information to respond to your inquiries and fulfill your requests, and to send you business information, such as information related to the site and modifications to our terms, conditions, and policies. As this information may be important to your use of the site.

We also may use your information and allow sharing of ads or e-mails, orders, etc. for business analysis purposes such as analyzing and managing our business to better serve you. Your information may also be used to conduct market studies, audits, develop new products, improve our services and products, determine usage trends, determine the effectiveness of our promotional campaigns, tailor the site experience and content based on your past activities on the site, and measure customer satisfaction.

Safety

We inform you that we adopt legal, technical, and administrative measures to protect the provided personal information. If you have any reason to believe that your activity with us is no longer secure (for example, if you feel that the security of any account you have with us has been compromised), you should immediately notify us through our contact channels.

Product and pricing details

All products displayed on the site are subject to modification and change, and the site administrators reserve the right to modify or change the content of the site. In the case of purchase, the offered products are either green coffee food products or products made specifically for the consumer. If an application is submitted through the website, the application may not be approved for several reasons. The site administrators reserve the right to refuse or cancel any order for any reason at any time. Before we accept the request, we may ask you to provide additional information or other data, including but not limited to commercial registration number, phone number, and address.

We are keen to provide the most accurate price information to all users who visit the site. However, errors may occur sometimes, such as cases where the price of the product is not correctly specified on the site. Therefore, we reserve the right to refuse or cancel any order. In the event of product price is not set correctly, we may, at our sole discretion, contact you for modification or canceling your order and notify you of such cancellation.

Any request made through the site, the customer declares that he is fully aware of all the details of the product and is fully satisfied with the product. If the product is food product like green coffee, the customer must be careful to try the product before ordering, and in the event of placing the order, the customer has fully agreed to the tangible and intangible specifications of the product. If the product is electrical devices manufactured specifically for the consumer, the request is made after submitting the manufacturing order number of the manufacturer.

Delivery, loading and installation

1. Delivery of orders is subject to delivery fees that are separated as follows:
   a. Green coffee orders, the customer is charged with all the fees and costs of shipping, knowing that the company is not holding any responsibility if the goods leave the company’s warehouse, and receiving the goods by the customer or contracted carrier is considered as an acceptance of products conditions.
   b.  Roasting machines are delivered to the door of the customer's destination specified in the order. In the event of changing the delivery location, the customer will bear any additional costs
   
   

2. The maintenance and service team requires time to determine the visions for any service provided, like installation or fixing, and this time is subjected to a timetable and other customers schedule which will be determined within (3) working days or according to the agreement upon order. If the product requires preparing the place of installation, such as electrical, gas and water extensions, etc., or preparing a place for entry or entering the machines of certain sizes, the customer must complete this before the maintenance and service team visit.
   
   

3. Delivering the sold products means delivering the order to the customer’s door on the ground floor only, and the customer shall move the products inside his premises as his need
   
   

4. The customer shall make sure that the receiving location of ordered products is ready and there is a responsible person to receive it.
   
   

5. In the event of delivery to the customer’s location and it turns out that the place is not prepared or there is no responsible person to receive the order, the customer shall rearrange this with our team for delivery and pay all fees
   
   

6. The customer has the right to receive his purchases within a maximum period of (15) working days from the day of product readiness. The company is not responsible for any items that exceed this period and have not been received.
   

Return and exchange

The customer can cancel the order that was submitted on the website www.thoodcoffee.com before confirming it. Once the order is confirmed by our sales team, the order cannot be canceled. Also, in the event of receiving a wire transfer against an order, we will consider this action as a confirmation on the order.

Products purchased through www.thoodcoffee.com cannot be returned and/or exchanged after 4 days from the order date. In the event of returning food products, the customer must submit a request to return within a maximum period of 3 days from the date of the request, unless there is a problem or defect in the product, and to preserve the quality of the product and their validity, we cannot accept food products return requests after that time.

It is not possible to return and/or replace or cancel orders for all products that are specially made for the customer, such as roasting machines. The customer can submit a written request to cancel a confirmed order that included manufactured machines. In this case, if the order is already placed with the manufacturer and machines is already in the production line, then the company has the full right to reject this return. In case of accepting cancellation of placed order that includes machines, customer will bear an administrative fee of 5% of the value of the order and all transfer fees to his bank account.

The period for transferring refund and exchange amounts ranges from 7 to 21 working days.