Refunds and returns.

Before your order ships

Because your coffee is roasted to order in Jamaica, there is a point after which we cannot unmake it.

• Before roasting begins, you can cancel any order for a full refund, no reason needed. Email us.
• After roasting begins, we cannot cancel the order. The coffee was roasted for you and cannot be sold to anyone else.

We email you at least 72 hours before roasting starts, so the cancellation window is never a surprise. If that notice does not reach you, you can cancel for a full refund even after roasting has begun.

Separately from this, if we miss our stated 8-week shipping window you can always cancel for a full refund, whatever stage the order has reached. That right is set out in our Shipping Policy and nothing here limits it.

After it arrives: the first-bag guarantee

If your first bag is not right for you, tell us within 30 days of delivery. We send you a prepaid return label. Once the bag is back with us, we refund what you paid for it.

• First order only, one refund per customer.
• 30 days from delivery, measured by carrier tracking.
• The bag has to come back. We pay the return shipping.

Why we ask for the bag back, and why we pay the postage: we are small and we roast a long way away. A returned bag tells us what actually went wrong, the roast, the packaging, or the way we described it. A refund with no bag tells us nothing. Where a returned bag is still good, it goes to tasting and sampling, labelled as a returned bag, never sold as fresh.

Damaged, wrong, or spoiled

Not part of the guarantee above and not limited by it. If your order arrives damaged, is the wrong item, or is not fit to drink, tell us within 14 days of delivery with a photograph. We replace or refund it, your choice, and you keep the guarantee.

Subscriptions

You can cancel at any time. There is no minimum commitment and no cancellation fee.

To stop a shipment that is already scheduled, cancel or skip before the roasting date for that shipment. After that the coffee is being roasted for you and the charge stands. We email you at least 72 hours before roasting begins, the same notice a one-off order gets, and if that notice does not reach you, you may cancel that shipment for a full refund even after roasting has started.

Cancelling a subscription stops future charges. It does not refund shipments already roasted or sent.

Gift orders and bulk

Corporate, bulk and gifting orders are not covered by the first-bag guarantee. They are handled under the terms of the individual quote. Damaged or wrong deliveries are always put right.

How refunds are paid

Refunds go back to the original payment method. Once we issue a refund, your bank or card issuer decides how quickly it appears.

Refunds for a missed shipping window are issued within 7 working days for payments other than credit, or within one billing cycle for credit-card payments.

How to start any of this

Write to us at thepour@berrova.com.