Refund policy

Returns Policy

At Crafty Coffee Company, we want you to be happy with every order. This Returns Policy explains how we handle returns and refunds for purchases made through craftycoffee.shop.

Coffee and tea products (perishable)

Because coffee and tea are perishable and subject to food‑safety standards, returns are very limited.

  • We do not accept returns or exchanges for coffee or tea based on taste preferences, grind selection, or ordering errors by the customer.

  • Returns and refunds for coffee and tea are only available if the product arrives spoiled, damaged, or incorrect due to our error (for example, wrong item shipped or incorrect size/variant).

If your coffee or tea order arrives spoiled, damaged, or incorrect:

  1. Contact us within 7 days of delivery. The 7‑day period starts on the date the carrier marks the order as delivered.

  2. Include your order number, a description of the issue, and clear photos of the outer packaging, shipping label, and affected product.

  3. After we review your request, we may offer one of the following, at our discretion:

    • A replacement shipment of the affected items

    • A refund to your original payment method

    • Store credit for use on a future purchase

We reserve the right to decline a replacement or refund if sufficient proof of damage, spoilage, or error is not provided, or if the request is made more than 7 days after delivery.

Merchandise (non‑perishable items)

For non‑perishable merchandise (such as apparel, mugs, brewing gear, or other branded items), we accept returns in line with consumer protection rules, including the rights of customers in the European Union (EU) and the United Kingdom (UK).

For eligible merchandise:

  • You may request a return within 7 days of receiving your order (for non‑EU/UK customers), provided the item is unused and in resaleable condition.

  • Items must be unused, unwashed, and in the same condition that you received them, with original tags and packaging intact where applicable.

  • You are responsible for return shipping costs unless the item is defective, damaged on arrival, or we sent the wrong item.

Once we receive and inspect your returned merchandise:

  • If your return is approved, we will process a refund to your original payment method or provide store credit, depending on your preference and applicable laws.

  • Refunds may take several business days to appear on your statement, depending on your payment provider.

We may refuse a return or reduce the refund amount if the returned merchandise shows signs of use, damage, or wear that is not due to our error, in accordance with applicable consumer protection laws.

Customers in the EU/UK – cooling‑off period

If you are located in the EU or UK and purchase merchandise (non‑perishable items), you may have a legal right to cancel certain orders without giving any reason within a statutory “cooling‑off” period, typically 14 days from the day you receive the goods.

  • To exercise this right of withdrawal, you must clearly inform us of your decision to cancel within the 14‑day cooling‑off period (for example, by email), using your order number as a reference.

  • If you validly cancel during this period, we will refund the amount you paid for the merchandise and, where required by law, standard delivery costs, within the timeframe and to the extent required by applicable law.

  • You are usually responsible for the direct cost of returning the goods to us unless we agree otherwise or local law requires us to cover those costs.

This statutory right of withdrawal generally does not apply to perishable goods such as coffee and tea, which are exempt under EU/UK rules due to their nature. Our restrictions on coffee and tea returns therefore continue to apply as described above.

Defective or incorrect merchandise

If your merchandise (non‑perishable) arrives damaged, defective, or not as described:

  1. Contact us within 7 days of delivery (or within any longer period required by applicable law in your country, such as the EU/UK cooling‑off period where it applies).

  2. Include your order number, a description of the problem, and photos showing the issue.

  3. We will review your request and, where appropriate, offer a replacement, refund, or store credit.

Items not eligible for return

Unless required by law, we do not accept returns for:

  • Opened or partially used coffee or tea, except where spoiled, damaged, or incorrect on arrival as described above

  • Gift cards or digital products

  • Final sale or clearance items marked as “non‑refundable” or “final sale” at the time of purchase

How to start a return or issue claim

To request a return or report a problem with your order, please contact us at:

  • Email: [your support email]

  • Subject line: “Return Request – Order #[your order number]”

Include:

  • Your full name

  • Order number

  • Items you are contacting us about

  • Description of the issue

  • Photos (for damaged, defective, or incorrect items)

We will respond with next steps and, if applicable, return instructions.

Changes to this Returns Policy

We may update this Returns Policy from time to time to reflect changes in our practices, products, or legal requirements. The “Last updated” date will be revised accordingly. Your continued use of craftycoffee.shop after changes are posted means you accept the updated policy.

Last updated: 15 April 2026