Refund policy
Consumable goods: For coffee and other perishable items we do not accept returns. If your purchase is damaged in transit and is delivered in a state that is not safe to consume, please get in touch with us within 24 hours of delivery at hello@theroastcollective.com to organise a replacement. Please note, replacement requests for consumables are subject to proof of purchase. At the time of contact, please provide your name, order number, date of purchase, description of goods, and supporting photos, if possible.
Non consumable goods: If you are not 100% satisfied with any merchandise purchased from The Roast Collective website, please contact us within 30 days at hello@theroastcollective.com to organise a refund.
Please note:
- All merchandise items must be returned in original new condition, unworn or unused, with tags, in it's original packaging.
- Original shipping charges are non-refundable.
- All return shipping charges must be prepaid by the sender. The Roast Collective will not cover return postage costs.
Refunds if made are made only by electronic funds transfer, back to the original payment method/account. We cannot issue cash refunds.
If your return is accepted, we’ll provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@theroastcollective.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
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 hello@theroastcollective.com.
