Refund policy

Returns

Shop wisely. There are no returns on consumables like coffee beans, tea, chicory, and any other consumable products we may carry. 

Additional non-returnable items: 
- Gift cards 
- Downloadable software products
- Perishable goods/food (tea, cocoa, chicory, etc)
- Flowers
- Newspapers/magazines

We do offer returns on equipment that is unused and in its original packaging, subject to a restocking fee. Returns after 30 days will be issued as a store credit. Returns within the first 30 days will be eligible for a refund on the original payment method.

Green Coffee
Roasting, brewing, and storage methods are just some of the variables that can play a role in roasting. If you are having issues with a coffee you've purchased not matching our flavor notes, please let us know. We can try and help you figure out what the reason might be. We do not accept returns on coffee since it is a consumable. If there is a problem with our your order such as incorrect coffee received, concerns on defects or weight. Please reach out to us right away so we can address these issues. 

Roasters and parts. 
Brand new roasters and parts that are still in their original packaging and have never been used can be returned with a 15% restocking fee. We do not refund shipping and the customer is responsible for shipping costs associated with returning the product as well. We suggest you get a tracking number and ensure the package as well. If the product is lost or damaged while being shipped back we will not be able to issue a refund. 

A defective machine will be repaired or replaced based on the manufacturer's warranty. If you have used a machine and feel it is defective reach out to us and we will do some initial troubleshooting with you. If we can't help you with the issue then we'll work with the manufacture and their policy on the next steps. All roasters have a 1-year warranty with the manufacturer. Parts like lids, chambers and chaff assemblies may have no warranty or shorter warranties.

Canceled orders or returned items are subject to a 15% restocking charge. If an item is returned it must be unused, in the original packaging, and able to be sold as new. There are no refunds on shipping.

Generally, we're pretty reasonable. We want you to be happy. Let common sense be your guide. You can always reach out to us with questions. 

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. If your order is more than 30 days old, you will be issued a Store Credit. No returns are accepted after 90 days.

Exchanges (if applicable)
We only replace items if they are defective or damaged. Please send us an email if your order arrived damaged. This can include equipment parts that have broken in shipping or damaged/missing coffee due to a shipping mishap. We will need pictures of the damaged items and shipping container. Please contact us at support@coffeeproject.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed or mailed to you, whichever you prefer.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Mistakes & Damaged Shipments
While we strive for perfection, sometimes mistakes happen. Please inspect your order as soon as it arrives and email us at support@coffeeproject.com if there are any issues. Damaged or incorrect orders should be reported within 15 days of delivery. If your shipment was damaged you will need to submit a photo of the damaged product and shipping box. All orders are shipped with tracking numbers and appropriate insurance. If there was a mistake in your order please reach out within 15 days and let us know so we can quickly resolve the issue. We typically will ship the missing coffee out to you. In rare cases, if a customer prefers a credit we will refund the missing coffee to the original method of payment or provide store credit if they prefer.

Please note that with the increase of mail theft you may be required to file a police report if a shipment has been marked as delivered, but you were unable to find the package. However, when this happens we ask that you reach out to your local post office first. Nine times out of ten the item was incorrectly marked and they can find it for you. The USPS along with other major shippers use GPS tracking for when an item is scanned.

Lost & Stolen Shipments
If your package is lost it will be covered by insurance and we will either replace or refund the order. Lost packages will need to follow the carriers' investigation process and orders will not be replaced or refunded until after the completion of the carrier's investigation. 

Stolen shipments are not covered by insurance. If you are concerned we will happily add a signature requirement at no extra charge. Due to the rise of stolen packages, we are looking at adding an insurance option in the future. Talk with your homeowner's insurance and/or credit card to see if they offer protection for stolen packages. Otherwise, you may add an order note or contact us to add a signature requirement to your package. 

Insufficient Address
We are not responsible for orders returned due to an incorrect or incomplete shipping address provided. 

Please check your order confirmation for accuracy. Order confirmations are sent out immediately after an order is placed. Shipping notifications go out after a tracking number has been assigned, sometimes after the package has left our facility. If at any point you notice a mistake in the shipping address please immediately reach out to us. We can usually reroute a package that has an incorrect shipping address. The customer will be responsible for additional charges to reroute a package.

If an incorrect shipping address is provided at the time of checkout, those orders will be treated as a return. The customer will be responsible for the cost of shipping, plus a restocking fee. As we do not normally take returns on coffee or food products. We will have to inspect the returned order before determining if we will accept a return on coffee.