Overview
At CoffeeEgg, we want you completely satisfied with your coffee and merchandise. Here’s our returns and refund process.
1. Return Eligibility
1.1 Items Eligible for Return
Coffee Products:
- Unopened and sealed packaging
- Original packaging intact
- Not past best-before date at time of return
- No signs of damage or contamination
- In resaleable condition
Merchandise (Mugs, T-shirts, etc.):
- Unworn and unwashed
- Original packaging intact
- All tags attached
- No signs of wear or damage
- In resaleable condition
1.2 Non-Returnable Items
- Opened or used coffee products
- Brewed or partially consumed coffee
- Damaged or expired products
- Worn or washed merchandise
- Items with removed tags
- Custom or personalised items
- “Final Sale” items
Important: Coffee cannot be returned once opened due to freshness and food safety reasons. Merchandise cannot be returned once worn or washed. Please inspect carefully before consuming or using.
2. Return Process
Step 1: Email support@coffeeegg.com within 30 days with order number, product name, photos of unopened/unworn items, and reason for return.
Step 2: We review within 5-7 business days. Approved returns receive shipping instructions.
Step 3: Ship securely in original packaging with your order number and return form.
Step 4: We inspect and process refunds within 14-21 days of receipt.
3. Return Shipping
3.1 Who Pays?
- Defective products: We provide prepaid return label
- Wrong product sent: We provide prepaid return label
- Customer changed mind: Customer pays return shipping
- Damaged in shipping: We provide prepaid return label
3.2 Shipping Timeline
Returns take 5-15 working days to arrive plus 14-21 days to process.
4. Refunds
4.1 Refund Timeline
- Inspection: 5-10 business days
- Processing: 14-21 days
- Bank transfer: 5-10 additional days
- Total: 25-40 days
4.2 Refund Amount
- Full product refund
- Original shipping NOT refunded
- Return shipping NOT refunded
4.3 Refund Method
Refunds are issued to your original payment method. Allow 5-10 working days for funds to appear in your account.
5. Exchanges
Exchange unopened coffee or unworn merchandise within 30 days for different blend, size, or product at same price. Email us with order number and desired replacement.
6. Defective Products
Report within 7 days of delivery with photos of the defect (damaged packaging, broken seals, stained merchandise, etc.). We’ll provide full refund or free replacement.
7. Wrong Product or Size
If we sent the wrong product or size, contact us immediately. We’ll arrange free return and send the correct item at no charge.
8. Coffee Quality Issues
If your coffee is stale, has off-flavours, or doesn’t match the description, contact us within 14 days. Report with photos and description. We’ll assess and provide refund or replacement.
9. Missing Items
Contact within 48 hours with photos. We’ll investigate and send replacement or issue refund.
10. Contact Us
Email: support@coffeeegg.com