Returns & Refunds
Specialty coffee is perishable. Our policy is precise.
Because every roast is small-batch and dispatched within 48 hours, we cannot accept opened or used product. We will, however, replace or refund any order affected by an error on our side or by transit damage.
14-Day Resolution Window
You have fourteen (14) days from delivery to report an issue. Claims submitted after this window cannot be honoured due to the perishable nature of roasted coffee.
Transit Damage
If your package arrives torn, crushed, or contaminated, photograph the parcel before opening and contact our care team within 48 hours of delivery for full replacement.
Order Errors
Wrong roast, wrong weight, missing item — we ship a corrected order at our cost and you keep what was sent in error.
Cup Quality
If the cup is materially off-profile against our published cupping notes, we will replace the bag once independent verification confirms the deviation.
What is not eligible
- —Opened bags or product that has been ground / brewed.
- —Subjective taste preference unrelated to defect or off-profile cup.
- —Claims submitted beyond the 14-day window.
- —Items damaged after delivery through improper storage (heat, humidity, freezer cycling).
- —Early-access reservations cancelled after the roast has been allocated.
How to file a claim
Email care@caffacoffee.ca with your order number, batch code (printed on the bag), and 1–2 photographs of the issue. Our team responds within one business day and resolves verified claims within 3–5 business days.