Terms and Conditions

Delivery & Shipping Policy

Within Riyadh: 24 hours
Within Saudi Arabia (other regions): 3–5 business days
GCC countries: 7 business days
Rest of the world: 10–15 days

Note: During promotions, shipping times may increase by an additional 5 business days.

Delays & Damages:

Camel Step is not liable for delays or damages caused by shipping companies. Once a customer receives the shipment, it is considered confirmation that it was delivered in good condition and unopened

Customs Duties:

Taxes and customs fees are calculated based on your shipping destination and are fully borne by the customer. Upon arrival, customers must pay all applicable import duties, customs, and local sales taxes.

Refused Orders / Incorrect Address:

Customers will bear full shipping costs if the order is refused or incorrect address details are provided.

Training Policy

At Camel Step, we offer enriching educational experiences for coffee enthusiasts.

Cancellation:

You may cancel up to 3 days before the program starts for a full refund (if already paid).

Rescheduling:

Possible based on trainer availability and minimum registration count, requested at least 3 days prior. After 5 days from registration, a 15% rescheduling fee applies.

Delivery & Installation Policy

A customized service for a smoother experience:

Installation Scheduling:Takes place within 5 business days or as agreed upon after confirming all setup requirements.

Preparation:Ensure the site is ready for installation.

Heavy Equipment:Delivered and installed on the ground floor only.

Unprepared Sites:Rescheduling may incur additional fees.

Storage:We can store equipment for up to 15 days. Longer periods will incur extra charges.

Warranty Policy

At Camel Step, we offer a 2-year warranty on electrical equipment covering manufacturing defects.

Conditions:Must present the original invoice. Devices must not be tampered with or serviced outside our centers.

Exclusions:Damage from misuse, improper installation, or non-original parts.

Timeframe:epairs within 15 business days, subject to delay if parts need to be imported

Loaner Device:If repairs take more than 48 working hours, we provide a temporary replacement (subject to eligibility). The replacement must be returned once the original device is repaired.

Replacement:If the same fault recurs, the device will be replaced with a similar one.

Post-Warranty:We offer paid maintenance services.

Contact Us:

For inquiries or support, contact us via:

Phone or WhatsApp: 920000689
Contact Form:Available on our website

In-Store Pickup Policy (Not on Website Yet)

At Camel Step, we offer the option to purchase products online and pick them up in-store, providing flexibility and convenience.

Pickup Option:Available at select branches (based on product availability). Orders are prepared within 1 business day. If not picked up within 5 business days, the order will be canceled and restocked.
ID Verification:Order number may be required for secure pickup.
Unforeseen Branch Issues:If pickup is not possible, we can ship the order upon the customer’s request.

Payment Policy

We offer secure and flexible payment methods for a seamless purchase experience:

Available Methods:Mada, Visa, MasterCard, Apple Pay, STC Pay, and Cash on Delivery (in selected areas). All terms comply with Saudi Central Bank regulations.

Installment Options:If using third-party financing, customers are responsible for adhering to their terms.

Transaction Rejections:We reserve the right to cancel or reject suspicious transactions and will notify the customer accordingly.

Customer Service Policy

Our team is with you every step of the way. We are committed to delivering professional and transparent customer support.

Working Hours: Daily from 9 AM to 12 Midnight
Support Channels:WhatsApp, phone, and website contact form
Response Time:Within 5 business days
Feedback & Complaints:We welcome all suggestions and handle complaints with full confidentiality and a continuous improvement mindset.

B2B Sales Policy

At Camel Step, we believe successful partnerships are built on commitment, sustained through trust, and flourish when excellence meets authenticity.

We have developed a comprehensive commercial partnership program for:Government and semi-government entities, private sector (for-profit and non-profit), companies, institutions, and the HORECA (Hospitality, Restaurant, and Café) sector.

We offer:

Specialty coffee beans certified with the Saudi Quality Mark.
Global equipment brands known for reliability and sustainability
Transparent, value-driven relationships focused on product quality, partnership respect, and commitment

For Our Partners:

High-quality roasted beans meeting global and local standards
Flexible pricing strategies tailored to your business
Consulting, training, and operational support
Payment and delivery solutions aligned with your operations

E-Commerce Policy

At Camel Step, we are committed to providing a trusted online experience in compliance with Saudi Arabia’s regulations.

Transparency:Clear pricing, accurate product deions, and real product images, with full disclosure of return and exchange policies.
Privacy:Customer data is handled per our privacy policy and is protected from unauthorized use.
Consumer Protection: We comply with all Ministry of Commerce rights, including returns, cancellations, and refunds where applicable.
Policy Updates:We reserve the right to update our policies, prices, or website content to serve the customer’s best interest and market dynamics

Offers and Discounts Policy

For promotions that include gifts, quantities are limited, and Camel Step reserves the right to replace the gift with another in case of stock depletion. The gift is automatically added to eligible orders based on availability and cannot be exchanged for cash or another product. Camel Step reserves the right to modify or discontinue promotions at any time without prior notice.

Compliance with rules and regulations

All approved policies and procedures on the Camel Step website fully comply with the regulations and laws in force in the Kingdom of Saudi Arabia, including those of the Ministry of Commerce, the Communications and Information Technology Commission (CITC), and the Consumer Protection Authority. This ensures customer rights are protected and reinforces transparency and trust throughout the shopping experience.