Return & Refund Policy

1. Our Commitment to Quality

At KOKO Coffee, we're committed to delivering the highest quality coffee. If you're not completely satisfied with your purchase, we're here to help.

2. Our Policy

Due to the perishable nature of coffee products, we generally do not accept returns once products have been delivered. However, exceptions may apply in cases of damaged, defective, incorrect, or missing items.

Please ensure that you review your order carefully before completing your purchase.

If you have any questions before placing an order, you can contact us at orders@kokocoffeeroasters.in

3. Eligible Circumstances for Returns and Refunds

You are eligible to request a return or refund in the following situations:

• Wrong product delivered: You received a different product than what you ordered.
• Damaged product: The product arrived physically damaged due to transit handling.
• Defective product: The product is unusable due to a manufacturing or packaging defect (for example, a seal that was broken before delivery).

4. What Is Not Eligible for Return or Refund

The following situations are not covered under our return and refund policy:

• Change of mind after purchase.
• Dislike of flavour profile or taste preference. Coffee is a complex, flavour-forward product and personal taste preferences may vary. We provide detailed tasting notes on all our products to help you make an informed choice before purchasing.
• Opened or partially consumed products where the concern raised is about taste preference and not a verifiable defect.
• Damage caused by improper storage after delivery (for example, exposure to moisture, heat, or direct sunlight).
• Orders where incorrect delivery address or contact details were provided by the customer.
• Delays in delivery caused by logistics partners or force majeure events outside our control.
• Orders placed during sales, promotions or offers or purchase of gift cards or vouchers.

5. Time Frame for Raising a Request

All return or refund requests must be raised within 48 hours of delivery. Requests raised after this period will not be considered.

6. How to Raise a Request

To initiate a return or refund, please write to us at orders@kokocoffeeroasters.in with:

• Your order number
• Your registered name and contact details
• A brief description of the issue or reason for return
• Clear photographs of the product and packaging (mandatory)

Our team will acknowledge your request within 24-48 hours and aim to resolve it within 7-10 working days.

7. Refund Process

Once your claim is approved:

• Refunds will be credited to the original payment method used at the time of purchase.
• For all orders, refunds will be processed within 7-10 business days from the date of approval. The actual credit timeline may depend on your bank or payment provider.
• Shipping charges (if any were paid) are non-refundable unless the return is due to our error.

Thank you for your understanding and for choosing KOKO coffee :)