Return & Refund Policy
Introduction
Our fulfillment system is designed for high-volume precision, maintaining a shipping accuracy rate of over 99.9%. While errors are rare, we require a continuous unboxing video (from the sealed package to the final reveal) to process any return claims. This ensures your safety and helps us verify any discrepancies.
As a specialty roaster, our priority is delivering the best and fresh. To ensure every customer receives the highest quality coffee, we never resell returned items. Any return we accept is absorbed as a total loss. For this reason, we cannot accept returns based on subjective preferences or a change of mind. However, if we have made an error such as sending the wrong roast profile, grind size, or product, you are fully eligible for a refund.
We are committed to making it right.
Eligibility for Returns
If we have made an error, such as sending the wrong roast profile, grind size, or product, you are fully eligible for a refund under these conditions :
Proof of Error : A continuous, unedited unboxing video (from sealed package to product reveal) is mandatory.
Timeframe : Discrepancies must be reported within 48 hours of delivery.
Condition : The seal must remain intact and unopened. All specifications are visible on the external label. Opening the bag voids eligibility.
Return Shipment : Approved returns must be shipped back within 3 days.
Selection Errors
If we ship the exact variation (profile/weight/grind) selected during checkout, the item is ineligible for a refund. Please review your cart carefully before completing your payment.
Damaged or Lost Packages
While we ensure every order is packed securely, we are not responsible for damage caused by courier mishandling. However, we will assist you in the claim process. If your package arrives damaged, please document the condition with photos and a continuous unboxing video. Once verified by the courier, a refund will be issued for the affected items.
Return Process (Overseas)
Report : Contact our international support team via WhatsApp (for faster response) or Email within 48 hours of delivery.
Submit Proof : Attach your Order ID and the continuous unboxing video (from sealed package to product reveal).
Review : Due to international shipping complexities, our team will review the error immediately. If we are at fault, we will typically issue a direct refund.
Environmental Note : This approach avoids the high cost and carbon footprint of international return shipping.
Resolution & Disposal : In most cases, you will not be required to ship the coffee back. We invite you to keep or share the product with others while we rectify the error on our end.
Refund & Processing
Method : Issued back to the original payment method via our payment gateway provider.
Timeline : Initiated within 2 business days of approval. Bank turnaround typically takes 5–10 business days.
Fees : Original shipping fees and non-refundable transaction fees are excluded from the refund amount.