Refund and Returns Policy

This policy is designed to ensure a fair process for our customers while adhering to safety and hygiene standards for consumable products.

1. Cancellation Policy

A customer may cancel an order only under the following condition:

  • Cancellation Window: Orders can be cancelled by the customer only before the order has been shipped from our warehouse.
  • Cancellation Process: To cancel an order, the customer must immediately contact our Customer Support team via [email protected].
  • Cancellation After Shipping: If a customer attempts to cancel an order after it has been shipped, the following applies:
    • The cancellation will be treated as a return.
    • The customer will be liable for the initial shipping charges (if any).
    • The refund (minus shipping charges) will be processed only after the package is successfully returned to our warehouse and inspected.

2. Returns Policy (For Coffee Products)

Due to the perishable nature and hygiene standards of our coffee products, our return policy is strict:

  • No Returns on Opened/Used Products: We maintain a strict No Return, No Exchange policy for any coffee package that has been opened, used, or partially consumed.
  • Valid Reasons for Return/Refund: We will only accept a request for a return or refund for the following reasons:
    1. The product was damaged upon delivery.
    2. The wrong product was delivered (e.g., received a dark roast when a light roast was ordered).
    3. The product received was expired.
  • Timeframe for Request: For any of the above valid reasons, the customer must raise a return/refund request within 2 days of the delivery date. Requests received after this 2-day window will not be processed.

3. Refund Processing and Required Evidence

  • Evidence is Mandatory: To initiate any refund or return, the customer must provide clear photographic or video evidence of the damaged, wrong, or expired product along with the packaging/shipping label. Claims without sufficient evidence will be rejected.
  • Inspection: Once a return request is approved, we will either arrange for the return of the item or ask the customer to discard it (depending on the product state). Refunds are approved only after our internal inspection team confirms the validity of the claim.
  • Refund Method: All approved refunds will be issued in the form of a Store Coupon/Credit equivalent to the purchase price of the approved product. This coupon can be used for future purchases on the Koffista website.
  • Refund Processing Time: Once the refund is approved, the Store Coupon/Credit will be issued to the customer’s registered email address within 7 to 10 working days.

4. Shipping Costs

  • Damaged/Wrong Item: If the return is due to our error (damaged or wrong item), Koffista will bear the return shipping costs.
  • Cancellations After Ship: If the return is due to a customer cancellation after shipping, the customer will be responsible for both the initial and return shipping costs.