Refund policy

Last updated: August 12, 2026

We roast and ship a food product, so we handle this a little differently than a clothing store. The short version: if something is wrong with your coffee, tell us and we will fix it. You will not be asked to mail coffee back to us.

Our 30-day guarantee

If you are not happy with your coffee for any reason, email us at info@borneocoffeeco.com within 30 days of delivery and tell us what happened. We will either replace the order or refund it. Your choice.

Please do not ship the coffee back. Return postage on a single bag costs more than the coffee itself, and we would rather put that money into making it right. Keep the bag, share it with a neighbor, or compost the grounds.

To keep this guarantee sustainable for a small business, we limit it to one guarantee refund per customer or household in any 12-month period. Damaged, incorrect, and lost orders (below) are always covered and are not counted against that limit.

Damaged, incorrect, or missing orders

• Arrived damaged: email us a photo of the bag and the outer packaging within 30 days of delivery. We will send a replacement or refund you in full.
• Wrong item: email us and we will ship the correct item at no cost to you.
• Marked delivered but not received: check with your household and neighbors first, then email us. If it does not turn up within 3 business days of the delivery scan, we will replace or refund it.
• Lost in transit: if tracking stops moving for more than 7 business days, email us and we will replace or refund the order.

Returns

Because coffee is a consumable food product, we do not accept physical returns of opened or unopened bags. The guarantee above replaces the need for one. Anything you send back to us unrequested cannot be resold and cannot be refunded beyond what is already covered above.

Canceling or changing an order

Orders are usually packed within 1–2 business days, so reach us quickly. Email info@borneocoffeeco.com with your order number and we will change or cancel it if it has not shipped yet. Once a shipping label has been purchased and the package has left, we cannot recall it, but the guarantee above still applies.

Refunds

Approved refunds go back to your original payment method. Most banks post the credit within 5–10 business days of us issuing it. Original shipping charges are refunded when the fault is ours (damaged, incorrect, or lost orders) and when a whole order is canceled before it ships.

Subscriptions

You can cancel a subscription at any time from your account or by emailing us, and cancellation stops all future charges. We do not refund a renewal that has already shipped, but that order is covered by the 30-day guarantee like any other. If a renewal charged you unexpectedly and has not shipped yet, email us and we will refund it in full.

Coffee bought in person

Bags bought at an event or market carry the same 30-day guarantee. Email us with the date and place you bought it and we will take care of it.

Wholesale orders

Wholesale and café orders are governed by the terms of the wholesale agreement or invoice for that order, not by this policy.

Questions

Email info@borneocoffeeco.com. A real person reads it.