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Refund policy

Refund & Exchange Policy

Thank you for shopping with us. Please read this policy carefully to understand your rights and our procedures regarding refunds and exchanges.

1. General Policy Terms

  • 14-Day Window: You have 14 days following the receipt of your item to request a refund or exchange.

  • No Returns: To maintain efficiency and hygiene, we do not accept physical returns under any circumstances.Do not ship items back to us unless explicitly instructed in writing.

  • Final Sale: Once an order is placed, it is considered final. We do not accept any changes or cancellations after the order has been processed.

2. Eligible Issues for Refund/Exchange

We only offer refunds or exchanges for the following specific issues:

  • Missing items or incorrect items (wrong product received).

  • Mis-delivery or lost packages (subject to the courier’s specific insurance policy and investigation).

3. Inspection and Claims Process

Upon receiving your order, please inspect it promptly. To initiate a claim:

  1. Contact us at [email] within 14 days of delivery.

  2. Include your Order Number and the Email Address used for the purchase.

  3. Provide clear details and photographic evidence of the product/issue.

  4. State your requested resolution (Refund or Exchange).

4. Refunds Process

If your request is approved, the refund will be processed automatically to your original payment method.

  • Processing Time: Please note that banks and credit card companies may take additional time to post the refund to your account.

  • Valuation: Each shipment is covered by the courier’s insurance (except for mis-packaging). The refund value is strictly limited to the amount covered by the insurance or the item’s value (Total item value + shipping fee at maximum, per courier policy).

5. Quality Control & Non-Returnable Items

  • Coffee Products: Due to hygiene and food safety regulations, opened coffee packages are strictly ineligible for refund or exchange.

  • Green Bean Defects: We maintain stringent quality control, utilizing mechanical, AI-driven, and manual hand-sorting. However, coffee is a natural agricultural product. We do not offer refunds or compensation for defects in green beans, including but not limited to:

    • Quakers, small stones, or minor organic debris.

    • Any damage to your coffee grinding or brewing equipment caused by such natural defects.

6. Customs, International Shipping, and Force Majeure

We are not liable for issues arising from international logistics or local regulations. No refunds, returns, or exchanges will be granted for:

  • Customs Issues: Items delayed, abandoned, or returned by customs authorities.

  • Additional Costs: Any local taxes, duties, or extra delivery fees.

  • Local Disruptions: Delivery failures due to natural disasters, stolen packages (after delivery confirmation), or local civil unrest.