E-commerce Refund Policy

Eligibility for Refunds:

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We offer refunds or exchanges under the following circumstances:

• Damaged or Defective Items: If your order arrives damaged or with a manufacturing defect, please contact us within 7 days of receiving your order. To process your claim, we will require photographic evidence of the damage or defect along with your order number.

• Incorrect Items: If you receive items that are different from what you ordered, please contact us within 7 days of receiving your order. We will arrange for the correct items to be shipped to you or offer a full refund upon the return of the incorrect items.

• Lost or Undelivered Packages: If your package is confirmed as lost or undelivered by the shipping carrier after a reasonable investigation period (typically 14-21 business days from the shipping date), we will offer a full refund or reship your order, depending on product availability.

Non-Refundable Items:

The following items are not eligible for refunds or exchanges unless they arrive damaged or incorrect as outlined above:

• Coffee Beans: Due to the perishable nature and quality control of our roasted coffee beans, we cannot accept returns or offer refunds on opened or used coffee. If you have concerns about the quality of your coffee, please contact us, and we will do our best to address your concerns on a case-by-case basis.

• Food Items: Similar to coffee beans, all food items are non-refundable due to their perishable nature.

• Gift Cards: Gift cards cannot be returned or redeemed for cash.

• Items Marked as "Final Sale": Products explicitly marked as "Final Sale" are not eligible for refunds or exchanges.

Return Process:

1. Contact Us: To initiate a refund or exchange request, please contact our customer support team via the "Contact Us" page on our website within the applicable timeframe (7 days for damaged/defective or incorrect items). Please include your order number, a detailed description of the issue, and any supporting photographic evidence.

2. Review and Approval: Our customer support team will review your request and may ask for further information. Once your request is approved, we will provide you with instructions for the return if necessary.

3. Return Shipping: For incorrect items, we will typically provide a prepaid shipping label for the return. For damaged or defective items, we may request a return depending on the nature of the issue.

4. Inspection and Processing: Once we receive the returned item (if applicable), we will inspect it to ensure it meets the conditions outlined in this policy. Upon approval, your refund will be processed within 7-10 business days.

5. Refund Method: Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process the refund and post it to your account.

Exchanges:

If you are eligible for an exchange due to a damaged, defective, or incorrect item, we will arrange to ship the correct or replacement item to you once the original item has been returned and inspected (if a return is required). Exchanges are subject to product availability. If the desired exchange item is unavailable, we will offer a refund instead.

Important Notes:

• We are not responsible for return shipping costs for reasons other than damaged, defective, or incorrect items.

• We recommend using a trackable shipping method for any returns as we are not responsible for items lost or damaged during return shipping.

• Sur Coffee reserves the right to refuse a refund or exchange if the conditions of this policy are not met.

 

By placing an order on our website, you acknowledge that you have read, understood, and agree to this Refund Policy.

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If you have any questions or concerns regarding our refund policy, please do not hesitate to contact our customer support team.