Refund & Return Policy

STRATUS SPEICALTY CAFE

We want you to love every order. If something is not right, here is exactly how we make it right.

Overview

This policy applies to all purchases made through https://www.stratuscafe.com/, operated by Stratus SPEICALTY CAFE, registered in Ras Al Khaimah, UAE under Trade Licence No. 57901.

We take great care in preparing and packing each order. If something is not right, we are here to help.

Eligibility for Returns

Due to the nature of our products — including food items such as coffee beans, matcha powder, tea, cookies, and protein drinks — most items cannot be returned once opened or used, for hygiene and safety reasons.

You may be eligible for a return or replacement in the following cases:

You received a wrong item that was not part of your order.

The product arrived damaged, broken, or leaking.

The packaging is visibly tampered with upon delivery.

The product is significantly different from what was described on our website.

Non-Returnable Items

The following items cannot be returned or refunded under any circumstances:

Opened or partially consumed food and beverage products.

Items returned without prior written approval from our team.

Products stored or handled incorrectly after delivery.

Sale or promotional items (unless received damaged or incorrect).

Return Time Frame

If you believe your order qualifies for a return, please contact us within 3 to 7 days of receiving your delivery. Requests made after this period may not be accepted.

Reporting Damaged or Incorrect Orders

If your order arrives damaged or incorrect, report it within 24 to 48 hours of delivery. Please:

Email Stratus.ae@gmail.com with your order number.

Attach clear photos of the damaged or incorrect item and its packaging.

Provide a brief description of the issue.

We will review your request and respond within 2 business days.

Refund Process

Once your return request is approved:

Approved refunds are processed within 5 to 10 business days.

Refunds are credited back to your original payment method.

You will receive a confirmation email once the refund is issued.

Your bank or card provider may take additional time to reflect the amount.

Exchanges

We offer exchanges for items that are damaged or incorrect. We do not offer exchanges based on personal preference or change of mind, as our products are consumable food items.

Stratus.ae@gmail.com

Phone

+971563556718

Address

Unit 8, Al Ittihad Street, Alrafaea, Ras Al Khaimah, UAE

Hours

Monday – Saturday, 9:00 AM – 6:00 PM (UAE time)

STRATUS SPEICALTY CAFE

Trading as Stratus Cafe • Trade Licence No. 57901

Unit 8, Al Ittihad Street, Alrafaea, Ras Al Khaimah, UAE

Stratus.ae@gmail.com • +971563556718 • https://www.stratuscafe.com/