Refund Policy

Returns & Exchanges

At Stone Town Coffee Roasters, we strive to ensure every purchase meets the highest standards of quality, care, and satisfaction.

Should you wish to request a return or exchange, requests must be submitted within 7 days of receiving your order. Unfortunately, we are unable to process returns or exchanges after this period.

To qualify for a return:

• Items must remain unused, unopened, and in their original condition

• All original packaging, tags, and accessories must be included

Due to the perishable nature of coffee, opened coffee bags are not eligible for return or refund. We kindly encourage customers to verify that the product received matches their order before opening the package.

That said, your satisfaction remains important to us. If there is an issue with your order or your experience does not meet expectations, we encourage you to contact our team within 7 days of delivery. Every concern is reviewed individually, and we will always do our best to provide a thoughtful and fair resolution.

Satisfaction Commitment

We take great pride in the quality and craftsmanship behind every roast we produce. While individual taste preferences may vary, we are committed to ensuring every customer has a positive experience with our brand.

If something about your order does not meet expectations, please reach out to us - our team will always aim to make things right wherever possible.

Non-Returnable Items

The following items are not eligible for return or refund:

• Gift cards

• Opened coffee products

• Sale or promotional items

To process any return request, proof of purchase or order confirmation will be required.

Damaged or Incorrect Orders

If your order arrives damaged, opened during transit, or if you receive an incorrect item, please contact us within 48 hours of delivery at hello@stonetowncoffee.com

To help us resolve the matter promptly, please include:

• Your order number

• A brief description of the issue

• Clear photographs of the product and outer packaging

Upon review, we will gladly arrange a replacement, store credit, or refund where appropriate.

Refunds

Once your return has been received and carefully inspected by our team, you will receive an email confirming the status of your refund request.

Approved refunds will be issued to the original method of payment within approximately 5-10 business days, depending on your banking provider.

Please note:

• Refunds can only be processed to the original payment method used at checkout.

Delayed or Missing Refunds

If your refund has not yet appeared:

1. Kindly review your bank account again

2. Contact your credit card provider, as processing times may vary

3. Reach out to your bank, as additional processing time may be required

If you still require assistance, please contact us at hello@stonetowncoffee.com.

Gift Orders

If your purchase was marked as a gift and shipped directly to you, you may receive a store credit equivalent to the value of the approved return.

If the order was not marked as a gift at the time of purchase, any refund will be issued to the original purchaser.

Return Process

Once your return request has been reviewed and approved, our team will provide instructions for the return process and advise you on the next steps.

For any questions or further assistance, please contact us at:

hello@stonetowncoffee.com

We sincerely appreciate your trust in Stone Town Coffee Roasters and remain committed to delivering an exceptional coffee experience with every order.