Refund policy
Charlie's Coffee Co
Refund & Return Policy
Effective Date: June 25, 2026
At Charlie's Coffee Co, we take pride in every batch we roast. Because our products are consumable food items, we maintain strict standards on returns — but we stand fully behind the quality of what we sell.
1. All Sales Are Final (General Rule)
Due to the perishable and food-safe nature of our coffee products, Charlie's Coffee Co does not accept returns or issue refunds for reasons of personal preference, including but not limited to:
- Flavor profile or roast level not meeting expectations
- Change of mind after purchase
- Ordering the wrong item
- Purchasing more than intended
We encourage customers to review product descriptions carefully before purchasing. Our team is happy to answer questions about roast profiles, origins, and tasting notes before you buy — reach out to us any time.
2. When We Will Make It Right
We absolutely want to correct the situation if your order arrives with a genuine issue. You may be eligible for a replacement or refund in the following circumstances:
2a. Defective or Damaged Products
If your coffee arrives damaged — for example, a broken seal, punctured bag, or packaging that was clearly compromised in transit — please contact us within 7 days of delivery. We will send a replacement at no charge or issue a full refund.
2b. Wrong Item Received
If we shipped you the wrong product (wrong roast, wrong origin, wrong grind setting, etc.), contact us within 7 days of delivery and we will ship the correct item promptly or issue a full refund, including return shipping if applicable.
2c. Quality or Freshness Issues
We roast to order and take freshness seriously. If your coffee appears stale upon arrival (e.g., no CO₂ off-gassing, clearly old roast date) or has an off-flavor that indicates a roasting defect, contact us within 7 days with:
- Your order number
- A description of the issue
- A photo if applicable (e.g., damaged packaging, visible defect)
We will evaluate your claim and, at our discretion, offer a replacement or store credit.
3. How to Submit a Claim
To initiate a return or refund claim, contact us using the information below. Please include your order number and a brief description of the issue. We aim to respond within 2 business days.
Email: hello@charliescoffeeco.com
In-Store: Speak with any team member at our retail location
Do not ship products back to us without prior authorization. Unauthorized returns cannot be processed.
4. Refund Processing
Approved refunds will be returned to your original payment method within 5–10 business days, depending on your bank or card issuer. Store credit is issued immediately upon approval. We do not charge restocking fees.
5. In-Store Purchases
All in-store sales are final at the point of purchase. If you discover an issue with your product after leaving our store, please contact us within 7 days and we will work with you to resolve it under the same quality-issue guidelines above.
6. Contact Us
Charlie's Coffee Co
Email: hello@charliescoffeeco.com
Website: www.charliescoffeeco.com
This policy is subject to change at any time. The current version is always available on our website and in-store.