Refund policy

Coffee is a fresh product with a short consumption window. Its freshness and quality are the whole point of what we sell. Once coffee has been sold and shipped to a customer, we cannot sell it again, whatever condition it comes back in. For that reason coffee is excluded from return and exchange.

We do not accept coffee back
Coffee is a perishable food product with a limited shelf life, packed in sealed bags for food safety. Once it has been dispatched it cannot be returned or exchanged. This applies whether or not the bag has been opened, and it includes the case where the outer bag is heat sealed but the inner zip has been opened.

What we need before we can process anything
To request a return, exchange or refund on any order, send us photos of:

• the shipping company label
• the box the order arrived in
• the product or products concerned

Without these photos we cannot process a claim.

We refund or replace when

• We made an error with your order
• Your parcel is lost or damaged by the shipping company
• A non-coffee product is faulty

We do not refund when

• The order is correct and in good condition and you no longer want it, for any reason
• The coffee has been opened, or the outer bag is sealed but the inner zip has been opened
• You were not there to receive the parcel and it came back to us. PostNL calls, texts or emails to arrange a delivery time. If they cannot reach you, that is outside our control.
• The situation is not the result of an error by us or by the shipping company

Non-coffee products
You have 14 days from receipt to raise a claim. Email Joyofgoodcoffee@gmail.com with your order number, a detailed description of the problem and a photo or video. If an item cannot be repaired it may be replaced with the same or a similar product, or refunded, subject to stock availability. You are responsible for the return shipping cost, and the refund is issued once we receive the product and confirm it is in perfect condition.

Damaged or wrong order
If your order arrived damaged or is not what you ordered, send us a photo and a short description within 7 days of delivery and we will put it right, either by sending the correct product or by refunding you.

Questions
Email us at Joyofgoodcoffee@gmail.com. We aim to answer within two working days.