Refund and Returns Policy

At COVÂ COFFEE, we are committed to delivering the highest quality 100% Arabica coffee, expertly sourced and carefully packaged. Due to the nature of our product as a food item, our policy for returns is guided by food safety and hygiene regulations.

1. General Return Policy (Change of Mind)

Due to food safety and quality control concerns, we do not accept returns or offer refunds on coffee products (whole bean or ground) simply because of a change of mind, taste preference, or if the original packaging seal has been broken or tampered with.

  • 14-Day Right of Withdrawal: In accordance with EU distance selling regulations, consumers generally have a 14-day right of withdrawal. However, this right does not apply to the sale of perishable goods, such as roasted coffee, once the product is opened or used.

  • Unused Merchandise: If you have purchased non-coffee merchandise (e.g., unopened equipment, accessories, or branded items) and wish to return it, you must notify us within 14 calendar days of receiving your order. The item must be unused, in its original packaging, and in the same condition that you received it.

2. Damaged, Defective, or Incorrect Goods (Our Guarantee)

If you receive a product that is damaged, defective, or incorrect due to an error on our part, we sincerely apologize and will correct the issue immediately at our expense.

  • Timeframe: Please contact us within 48 hours of receiving your order if the product is defective, damaged, or you received the wrong item.

  • Resolution: We will promptly offer a solution, which may include:

    • Shipping a replacement product (the correct item or an identical new item).

    • Issuing a full refund for the purchase price of the affected item.

  • Proof: We require a photo of the damaged or incorrect item and its packaging (including the shipping label) to process the claim quickly. Please do not send damaged items back unless instructed otherwise by our Customer Service team.

3. Refunds Process

If a refund is approved (e.g., for damaged goods or returned merchandise):

  • We will notify you once we have received and inspected the returned non-coffee merchandise or approved the claim for damaged goods.

  • The refund will be processed, and a credit will automatically be applied to your original method of payment.

  • Refunds typically take 5-10 business days to reflect in your account, depending on your bank or payment provider.

4. Shipping Costs for Returns

  • Our Error: If the return is due to damaged, defective, or incorrect goods, COVÂ COFFEE will cover all shipping costs associated with the resolution.

  • Customer Error: If you return eligible, non-coffee merchandise due to a change of mind, you will be responsible for the cost of return shipping. Original shipping costs are non-refundable.

5. Unclaimed or Undeliverable Parcels

If a parcel is returned to us as unclaimed or undeliverable due to incorrect address information provided by the customer, you will be charged the additional return shipping fees incurred by us. We can reship the parcel, but you will be charged for the second postage attempt.

6. Contact Us

To initiate a return or report a problem with your order, please contact our Customer Service team with your Order Number and a detailed description of the issue:

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