Preface

At Five Mountains, we’re more than coffee, we’re your complete beverage partner. From specialty coffee and fine sugars to frappes, milkshake powders, matcha, sauces, and syrups, we provide hospitality businesses with reliable quality and consistent supply. Our goal is to make working with us simple, transparent, and rewarding.

 

Shipping & Return Policy

Processing & Fulfilment: Orders are processed within 3 days after confirmation for QTY from 5 to 80Kg and one week for 80Kg+. (Scheduled or recurring deliveries can be arranged for hospitality and wholesale clients).

Shipping & Delivery: All Delivery is scheduled in coordination with your purchasing team or whomever you delegate for it previously informed to us, delivery timelines confirmed at order acceptance.

For Riyadh, Khobar and Dammam delivery is done with our own vehicles fleet without any additional cost and being our direct responsibility any loss or damage of product.

For rest of Saudi territory shipping is coordinated via our logistics partner SMSA and additional costs may be charged depending on QTY, location and frequency of orders, in this case risk of loss or damage passes at delivery company responsibility and FM would support following up but will not be the direct responsible.

International or long-distance freight is available on request, with costs confirmed in advance.

 

Returns & Claims

Returns are accepted only for defective, damaged, or incorrect items, reported within 5 business days after confirmation of reception of delivery. (We can’t receive back product for no valid reason due to the perishable nature of coffee and powders, which once bag is opened, we would not be able to re-sell it or use it for the contamination risks).

Approved claims will be resolved by replacement, credit note, or refund, this to be mutually agreed after analysing every specific case.

 

Wholesale Terms & Conditions

  1. Eligibility

Wholesale accounts are available to business customers only (hospitality, restaurants, cafés, hotels, distributors, and retailers). Proof of business may be requested.

  1. Orders

Minimum Order Quantity (MOQ): 10kg for roasted coffee in any reference or 1 carton per SKU to any other product, (Powders, sugar, sauces and syrups)

Orders can be placed via email, online portal, or sales representative WhatsApp and phone call

All orders are subject to availability which will be informed maximum 30 minutes after order is received by our Sales Team.

 

  1. Pricing & Payment

Prices are exclusive of VAT, duties, or shipping unless stated otherwise by our Sales Team in the moment of negotiation.

Payment terms:

  • New clients: upfront payment.
  • Established accounts: 30% advanced payment for receiving order and 70% remaining within the month of reception of order (i.e. Order was received 5, 7 or 15th July, customer still will have maximum until 31st of July to complete the payment).

If a new order is requested then total pending payment of previous order must be cleared first.

  • Corporative credit accounts: Previous credit application and approval of FM Finances Dept, customers will have 30 working days to clear payments of the approved maximum QTY to be established for each specific account or customer, once the maximum debt is reached or the payment times are reached, customer will not be provided with more product until debt is cancelled.

           To help manage timely processing, a 10% monthly fee may be applied in case of repeated payment delays

  1. Product Quality

We guarantee freshness and quality at dispatch (no products with more than one month of roasting date will be dispatched without previous agreement). Proper storage after delivery is your responsibility in order to keep the taste and freshness.

 

  1. Returns

Only defective, damaged, or incorrect items are eligible. See Shipping & Return Policy.

 

  1. Intellectual Property

Brand name, logos, and packaging remain the property of Five Mountains. Products may not be altered or rebranded without permission.

For Private or Plain Label, terms and exclusivity must be discussed, agreed and defined previously to any delivery.

Five Mountains will not use Logos, packing materials or any brand identity of customers with private label for any end different to supply the owner of the brand.

 

  1. Limitation of Liability

Our liability is limited to the invoice value of affected products.

 

  1. Termination

We may suspend or terminate wholesale accounts in case of breach of terms.

 

  1. Governing Law

These Terms follow the laws of Saudi Arabia and SFDA. Disputes are subject to Saudi Arabia Law jurisdiction.

 

Contact Us

Email: info@fivemountainsfactory.com

Phone: +966 59 396 9675

Address: Riyadh, second industrial area, Kharj Road.