This website is operated by RAW Coffee Company known as “RAW”. Throughout the site, the terms “we”, “us” and “our” refer to RAW Coffee Company. We own, run, and operate this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by these Terms and to follow these Terms and all applicable laws and regulations governing the site, including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms and Conditions apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.
Please read these Terms carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any of our services.
Our store is hosted on Shopify Inc. This is a platform/hosting server providing us with the online e-commerce platform that allows us to sell our products and services in a professional, safe and convenient way to you.
- ONLINE STORE TERMS
By agreeing to these Terms, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorised purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
- GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
- SHIPPING AND PROCESSING OUTSIDE OF THE UAE
- Normal shipping times for a product are between 4-6 business days from fulfilment date. Holidays will cause a slow down due to the mail rush. All major holidays causing postal closures will create a two to three day delay.
- Orders placed outside the United Arab Emirates will be shipped with DHL.
- Shipping Fee is automatically calculated by DHL at the time of checkout based on the weight and location of the order for orders outside the UAE. Shipping fees are to be paid by the customer.
- Orders with the value amount of 1000/AED and above require additional documentation per UAE Federal Tax Authority, the customs export declaration certificate. To prove to FTA the reason of tax exemption for orders delivered outside of the UAE. An additional fee of 130/AED will be charged to cover the fee of the document for orders outside of the UAE with the value amount of 1000/AED and above.
- No taxes will be applied to the purchase of goods from the website, for orders delivered outside of United Arab Emirates.
- Coffee Beans are the only items currently available to purchase for orders with delivery locations outside of the UAE.
- Generally, the maximum weight allowed to import is 4kg for food items to be considered personal consumption for country import regulations in the GCC. Maximum weight of 4kg will be applied for orders delivered outside the UAE.
- ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
- MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
- PRODUCTS OR SERVICES
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
6.1. ESPRESSO EQUIPMENT WARRANTY TERMS
A warranty is a written guarantee given to the purchaser of a piece of equipment, usually specifying that the manufacturer will make any repairs or replace defective parts free of charge for a stated period of time.
Warranty Period - Duration
1 calendar year (from purchase date)
How RAW fits in
When purchasing a piece of equipment from RAW, we vouch to uphold this manufacturer’s warranty. We are acting as an agent between the buyer and the manufacturer to keep things running smoothly.
What it does cover
Parts: Any parts which fail due to manufacturer’s negligence or faulty parts. This means a piece of equipment that fails because the manufacturer didn’t make the item properly (in fully functioning form). In this situation the manufacturer must replace the faulty part. i.e. if a boiler was not welded together properly.
Labour: Any man-hours used to fix faulty parts during the warranty period but needs to be returned to base. *Labour is not included in the manufacturer’s warranty from the factory, but RAW includes into the warranty we guarantee to maintain.
Return to base: The item must be returned to the manufacturer.
What it does NOT cover
Parts: Failure of parts due to wear and tear i.e. gaskets, o-rings, anti-vacuum valves. These are generally parts which either have a high rate of movement, friction or heat applied to them when the item is in operation. These faults are due to everyday wear and tear and will fail more quickly the more the item is used. Also, does not cover failures of parts caused by water chemistry.
Labour: Any man-hours used to fix/replace parts faulty due to normal wear and tear (even if during the warranty period).
Condition: The Warranty will be voided if the customer opens or modify the equipment.
Warranty vs. Service
Warranty and regular service are two different things. A warranty covers manufacturers faults whereas a service aims to do prescribed preventative maintenance so that the minimum amount of “wear-and-tear” faults happen. Servicing is not included into the price of the machine. Labour and parts that need to be replaced are 100% chargeable.
What we recommend
We recommend following these guidelines to pro-long the life of your new machine and decrease the risk of issues.
- Use recommended water brands and/or water chemistry
- Daily cleaning regiment and use recommended cleaning products
- Following typical servicing routine or purchase a service contract
Have Any Questions?
For any questions, emergency breakdowns or to schedule a regular service, please contact our Technical department;
Tel: +971 4 339 5474,
Mob: +971 56 505 6279, +971 56 505 6278
Optimal Ranges Suggested by La Marzocco
Perform a test by using a recommended water tester for analysing cold water samples taken before any water treatment system, possibly directly from the water mains. Results on the calculator refer to chemical/physical behaviour of water at 93°c (boiler temperature). e.g. a particular water might not be corrosive when cold, but very corrosive when at 93°c and 9 bar of pressure.
*Do not test any water from the groups or steam boiler.
Total hardness [ppm]
Free Chlorine (Cl2) [ppm]
Total Chlorine (Cl2) [ppm]
Chloride (Cl-) [ppm]
Once you receive the results, you can visit the La Marzocco website, and input the data. It will generate a recommendation on what to adjust and the affect on the machine/coffee.
RAW will deliver espresso equipment within UAE free of charge. International delivery fees will be applicable as per delivery service provider.
When purchasing a Rocket Espresso or La Marzocco espresso machine you will receive 2 bags of 250g coffee beans for free in any grind size. This includes our Inhouse Blends only. This does not include Limited time offered coffees, with the pricing of 76/AED+ for 250g bag size, or premium blends.
Installations are not included when espresso equipment is purchases from the website. If you wish to have your machine installed, please contact us prior to purchasing the machine at firstname.lastname@example.org.
RAW is the official distributor for Rocket Espresso and has an official technical department to care of regular maintenance and repairs of machines. This is not covered under the warranty and is fully chargeable. To inquire for a service or repair, please contact email@example.com
- REWARD PROGRAM
Our Reward Program allows members to earn points: (1) “Beans” for every 1 (one) Dirham spent on items through RAW website. Redemption of points can be done only once the customer creates an account on our website and purchases items online.
Customers can spend any number of points on a given day if they've earned them. Points can only be collected on purchases on categories as assigned by RAW and can only be redeemed against the purchase of Coffee Bags online, through the Raw website.
Points cannot be earned if purchases are made at the Roastery and cannot be redeemed on purchases made at the Roastery. In case if an item is being refunded, the points earned from this item will be deducted from the Reward Program account and If the customer does not have sufficient number of points to deduct from the account, the missing points number multiplied by the point value in Dirham (1 Dirham) will be deducted from the item refunded.
RAW holds the right to change the Reward structure offered by it at any time, without notice to or consent of the customers.
Points earned are valid up to 6 months from the time of earning the points, these points must be redeemed before the expiry date.
- ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. We reserve the right to refuse any order placed with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. If we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Return Policy.
- OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms and Conditions.
- THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third party.
- USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party’s intellectual property or these Terms and Conditions.
You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third party.
- PERSONAL INFORMATION
- ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
- PROHIBITED USES
In addition to other prohibitions as set forth in the Terms and Conditions, it is prohibited to use the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, farm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
- DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall RAW, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
You agree to indemnify, defend and hold harmless RAW and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
If any provision of these Terms is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms, such determination shall not affect the validity and enforce ability of any other remaining provisions.
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms and Conditions are effective unless and until terminated by either you or us. You may terminate these Terms and Conditions at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms and Conditions, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
- ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
These Terms and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms and Conditions).
Any ambiguities in the interpretation of these Terms shall not be construed against the drafting party.
- GOVERNING LAW
These Terms and Conditions and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the United Arab Emirates.
- CHANGES TO TERMS AND CONDITIONS
You can review the most current version of the Terms and Conditions at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms constitutes acceptance of those changes.
- CONTACT INFORMATION
Questions about the Terms and Conditions should be sent to us at firstname.lastname@example.org