Policies & Privacy

Quality Policy

At Camel Step, we are passionate about delivering high-quality products and services that not only meet but exceed customer expectations in the coffee industry. We proudly adhere to the highest quality standards, including ISO 9001 for Quality Management and ISO 22000 for Food Safety, ensuring everything we do aligns with the highest benchmarks.

Here’s what you can expect from us:

⦁ Customer Satisfaction at Our Core:We are committed to understanding your unique needs and providing tailored solutions that ensure your continued satisfaction. Your satisfaction fuels our passion.
Food Safety is Our Priority: We implement best practices in food safety, safeguarding every step of the production process to ensure the safety of our products.
Continuous Improvement and Innovation: We strive not just to meet standards, but to set them. Through ongoing evaluation and enhancement of our processes, we remain committed to innovation and excellence.
Reliable After-Sales Support: Our relationship with you doesn’t end at the point of sale. We provide training, consultation, and maintenance services to ensure your needs are met and our products perform optimally.

By integrating the best practices in quality and food safety management systems, we achieve excellence across all levels. Trust us as your partner in delivering safe, high-quality products and sustainable success.

Privacy Policy

Your privacy matters to us. At Came Step, we are committed to protecting your personal data in accordance with the data protection regulations enforced in the Kingdom of Saudi Arabia.

All payment information is processed using advanced encryption and is not stored on our servers. We only use your data to enhance your experience and do not share it with any third party without your consent, unless required by law.

Information Security: All payments are processed via trusted gateways using the latest encryption technologies to ensure customer data protection.

Personal Data Protection Policy

Your data is our responsibility. The CS Platform, CS Pickup, and Online Store are committed to safeguarding your data with the utmost responsibility and transparency and ensuring the following rights:

Right to Know: Understand how your data is collected and why.
Right to Access: Receive a copy of your personal data.
Right to Rectification: Update inaccurate information.
Right to Erasure: Request deletion when data retention is no longer necessary.
Right to Withdraw Consent: ReRevoke your consent to data usage at any time.

Order Policy

We offer full flexibility with orders to ensure your convenience. Customers may cancel orders and receive a full refund prior to shipping. Refunds will be processed within 20 business days. After shipping, our return and exchange policy in accordance with the Ministry of Commerce will apply.

Return & Exchange Policy

To benefit from return and exchange services, an invoice is required. Products purchased during promotional offers are not eligible for return or exchange. If a product or device is defective, the value for return/exchange will be based on the promotional price.

At Camel Step, your satisfaction is our priority. You may return or exchange products within 7 days of purchase, provided they were purchased from our branches or online store, remain in original condition, and have not been used. In the case of manufacturing defects, we cover all costs related to the return or exchange.

Non-returnable items:

Coffee beans
Filters
Ready-to-drink beverages

Specific Exceptions:

Product is unusable (e.g., abnormal odor or unacceptable taste).
Incorrect product delivered.

Cases Beyond Our Responsibility:

Delivery delays caused by shipping or external service providers.
Product damage due to poor storage or misuse after receipt.
Spilled or damaged drinks during delivery via third-party services.

Shipping Damage:

Shipping companies are fully responsible for any damage occurring during transit. Camel Step does not bear responsibility in such cases.

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.

For enquiries or support, you can contact us via:

Phone calls 920000689

WhatsApp:920000689

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