Refund policy

Refunds, Returns & Replacements

We freshly roast all coffee and carefully pack all tea to order. We want you to love what you receive, and we’ll always do our best to make things right.

1. Roasted Coffee & Tea (Perishable Items)

Because coffee and tea are perishable and flavor preferences are personal, we generally cannot accept returns of opened products. However:

If we made a mistake or the order is damaged

If your order arrives with:

  • The wrong item, grind, or size, or
  • The product is damaged or clearly defective

we will replace it or refund you in full.

Please contact us within 7 days of delivery with:

  • Your order number
  • A brief description of the issue
  • Photos of the product and packaging (if damaged or wrong item)

If you don’t like the taste or quality

If you’re unhappy with the taste or quality of your coffee or tea:

  • Contact us within 7 days of delivery.
  • We’ll review the issue and may offer a replacement, store credit, or partial refund at our discretion.

We can’t guarantee refunds based on taste alone, but we do want you to be satisfied and will work with you to find a solution.

Unopened coffee or tea

In most cases, we do not accept returns of unopened coffee or tea, since it is roasted/packed to order and perishable. If you believe there is a special circumstance, email us and we’ll review it case by case.

2. Merchandise

Once we offer merchandise (such as mugs, apparel, or brewing gear), the general policy will be:

  • New, unused merchandise in original packaging may be returned within 30 days of delivery for a refund or exchange.
  • Customer is responsible for return shipping, unless the item is defective or we shipped the wrong item.
  • If an item is defective or incorrect, we will replace it or refund you in full.

We’ll update this section with more details once merchandise becomes available.

3. Shipping Issues

Lost or delayed packages

  • If tracking shows the package is lost in transit (no movement for an extended period), we will reship the order or issue a refund.
  • If tracking shows “delivered” but you did not receive it:
    • First, please check with household members, neighbors, and your local post office or carrier.
    • If you still can’t locate the package, contact us. We’ll review the situation and may offer a reshipment at a discount, store credit, or other resolution at our discretion.

Incorrect shipping addresses

  • If an incorrect or incomplete address was provided at checkout:
    • We are not responsible for non-delivery or lost packages.
    • If the order is returned to us, we can reship it to the corrected address; we may ask you to cover the additional shipping cost.

4. How to Request a Refund, Return, or Replacement

To start a request, email us at [info@summerhillcoffee.com] with:

  1. Your order number
  2. Your name
  3. A brief description of the issue
  4. Photos, if there is damage, a wrong item, or packaging issue

We typically respond within 1–2 business days.

5. Legal Note

This policy applies to purchases made directly through our website and is subject to applicable U.S. consumer protection laws. We reserve the right to update this policy at any time.

6. Refunds

If we allow a return, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  If more than 15 business days have passed since we’ve approved your return, please contact us at info@summerhillcoffee.com.