Refund policy

Effective Date: 01/01/2024
 
We are committed to providing our customers with high-quality, small-batch, custom-roasted coffee and a personalized experience with every sip. We offer a 30-day return and exchange policy for all non-wholesale coffee orders, subject to the conditions outlined below. This policy does not apply to wholesale orders, which are final, non-refundable, and non-exchangeable.

SECTION 1 - RETURN & EXCHANGE ELIGIBILITY REQUIREMENTS:

We do not offer refunds, but we do allow returns for an exchange or replacement under limited circumstances. Customers have up to 30 days from the original order date to return their coffee in exchange for a new one if they are not completely satisfied as a result of the return conditions listed below.

To help us make it right fast, you will need to contact us within 24 hours of delivery for eligibility—this allows us to verify roast and lot details, review carrier scans, and gather photos while the package and beans are fresh, so we can resolve the issue quickly and get you enjoying your coffee. Our customer support team will provide the next steps and, if necessary, a return label to begin the exchange process.

SECTION 2 - CONDITIONS FOR RETURNS:

Returns and exchanges will be considered under the following circumstances:
  • Incorrect Product Delivered: If you receive the wrong coffee or product, we will gladly accept a return and provide an exchange.
  • Damaged or Defective Product: If the product itself is damaged or defective upon arrival and affects its quality, contact us immediately and we will arrange an exchange.

SECTION 3 - LOST OR MISSING PACKAGES:

Because we rely on trusted third-party carrier services (USPS, FedEx, UPS, etc.) to deliver our products, Cosmic Cat Coffee Co. cannot assume responsibility for packages lost in transit and cannot issue refunds or replacements for items that have been marked as delivered or are lost by the carrier. However, we take these situations seriously and will work diligently with the carrier to investigate, review delivery notes and timestamps, and help track down the package in an effort to resolve the issue.

SECTION 4 - EXCHANGE PROCESS:

Once a return is initiated, our team will review your submitted details and photos and open a case. Approval for exchanges is not guaranteed and will be determined based on the information provided. If approved, a replacement will be provided at no additional cost to you.

SECTION 5 - HOW TO INITIATE A RETURN/EXCHANGE:

To initiate a return or exchange for an incorrect, damaged, or defective coffee product:
  • Contact Us Promptly: Reach out to our customer service team within 24 hours of delivery using the contact form on our website, selecting "Return" as the subject.
  • Submit Proof: Include a photo of the damaged, defective, or incorrect item with your initial contact.
  • Return the Item: If an exchange is approved, you may be required to return the product within 30 days of the original order date. Returned items must be received by us within the 30-day window for the exchange to proceed.

SECTION 6 - IMPORTANT NOTES:

Refunds are not offered, and exchanges are subject to approval based on our review.
Cosmic Cat Coffee Co. reserves the right, at its sole discretion, to approve or deny any return or exchange request that falls outside the terms stated in this policy.
Our team strives to ensure every customer has a premium coffee experience, and we appreciate your understanding as we roast each order fresh, just for you.

SECTION 7 - CONTACT INFORMATION:

If you have any questions or concerns regarding our return policy, please reach out to our customer service team through the contact form on our website. We’re here to help and will do everything we can to make your experience exceptional.