Refund policy

Returns & Replacements Policy

This policy governs the handling of order errors, delivery issues, and replacement requests. All determinations are made in accordance with operational responsibility and fulfillment constraints.

General Policy Statement

Due to the perishable nature of coffee and tea products, returns are not accepted. Returned consumable goods cannot be reintroduced into inventory and must be discarded for quality and safety reasons.

Where appropriate, replacements or refunds may be issued in accordance with the classifications below.

Customers should not be instructed to return any product.

Responsibility Classification

1. Customer-Provided Information Errors

If an issue arises due to incorrect information provided at checkout—including, but not limited to:

  • Incorrect shipping address

  • Incorrect product selection

  • Incorrect grind or format selection

The responsibility for correction rests with the customer.

Resolution:

  • A replacement order may be placed at the customer’s expense.

  • Original orders with incorrect details are not eligible for refund.

2. Fulfillment or Production Errors

If an error occurs during fulfillment, including:

  • Incorrect product or grind shipped

  • Incorrect labeling

  • Production or packing errors

The responsibility rests with fulfillment operations.

Resolution:

  • A replacement will be issued at no additional cost.

  • Shipping costs associated with the replacement will be covered.

  • No return of the original product is required.

3. Carrier or Delivery Exceptions

In cases involving circumstances outside the control of both the customer and fulfillment operations, including:

  • Carrier handling errors

  • Packages marked delivered but not received

  • Theft after delivery

Responsibility is shared.

Resolution:

  • Replacement orders may be issued on a case-by-case basis.

  • Shipping costs may be required.

  • Product cost may be credited or replaced up to a defined limit.

  • Claims with the carrier may be pursued where applicable.

Replacement Process

Where a replacement is approved:

  • A new order will be issued to fulfill the replacement.

  • Expedited handling may be applied where operationally feasible.

  • Tracking information will be provided once available.

Additional Limitations

  • International orders are not guaranteed and are not eligible for replacement or refund once shipped.

  • Bulk and wholesale orders are sold Ex-Warehouse and are not eligible for return.

  • All determinations are final once a resolution is issued.

Summary

  • If the error originates with the customer, replacement costs are the customer’s responsibility.

  • If the error originates with fulfillment, replacement costs are covered.

  • If the issue is external, responsibility is assessed and shared as appropriate.

This policy exists to ensure consistency, accountability, and operational clarity.