Returns & Refunds Policy

Last updated: September 1, 2025

Freshly roasted coffee is perishable, so our approach is simple, fast, and fair:

  • Our mistake → we replace it free (coffee + shipping).
  • Customer/address error → we’ll help fix it; you cover coffee + shipping.
  • No-fault (carrier loss/theft) → we share the cost: we cover the coffee value up to $25, you cover shipping (one-time courtesy per order).

Important: Coffee is roasted and fulfilled by our partner, Temecula Coffee Roasters. Please do not mail anything back to the roastery. Start with us at [email protected] and we’ll handle it.

1) What this policy covers

  • Coffee & Pods (roasted to order)
  • Gear & Accessories (non-coffee items sold on kohi.club)
  • Orders shipped within the United States (we currently do not ship internationally).

This policy applies to purchases made directly on kohi.club. If you bought from a third party/marketplace, please contact that seller’s support.

2) Coffee & Pods (roasted to order)

No returns on roasted coffee or pods. Once coffee leaves the roastery, food-safety rules require any returned items to be discarded.

Report window & proof

  • Email [email protected] within 7 days of delivery.
  • Include your order #, a short description, and photos: outer box, shipping label, and inner contents (beans/pods + product label).

How we resolve coffee issues

A. Our mistake (wrong grind/coffee/label, mispack, obvious defect)

We’ll apologize and re-ship at no charge (coffee + shipping). You’ll receive new tracking when the replacement is in motion.

B. Customer/address/order error (wrong item/grind/quantity selected; wrong/undeliverable address)

We’ll help correct it. A replacement can be sent at your cost (coffee + shipping). If a parcel returns due to address issues, we can reship once corrected (reship charges apply).

C. Carrier/no-fault (lost, stolen, “delivered” but missing)

We’ll assist with a carrier claim. If you prefer an immediate replacement, we’ll cover the coffee value up to $25 and you cover shipping (one-time courtesy per order). We may request a brief loss/theft attestation.

Taste preference, brew method outcomes, grinder/calibration issues, and storage errors aren’t considered defects and aren’t eligible for replacement/refund.

3) Gear & Accessories (non-coffee)

  • Unopened items: returnable within 30 days of delivery.
  • Opened/used items: if defective or damaged on arrival, we’ll replace or refund per manufacturer/warranty rules.

Returns authorization (RMA)

Please email [email protected] for an RMA and instructions before sending anything back. Returns without authorization may be refused.

Return shipping & condition

  • If the item is defective/damaged on arrival, we’ll provide a prepaid label or reimburse reasonable return shipping.
  • If returning for any other reason, customer pays return shipping.
  • Returned items must be unused, in original packaging, with all inserts/accessories. Items not meeting these conditions may be refused or subject to a partial refund.

4) Cancellations & changes

We roast quickly. If you need to cancel or edit an order, contact [email protected] ASAP. If roasting/fulfillment has started, we may be unable to cancel that batch.

5) Refunds & credits

  • Approved refunds are issued to the original payment method; banks typically post within 5–10 business days after we process it.
  • Shipping fees are non-refundable unless the issue is our error.
  • For no-fault replacements (Section 2C), our contribution is limited to the coffee value up to $25; you cover shipping.
  • If a return is refused, lacks an RMA, or arrives used/damaged (not due to carrier), we may deny the refund or issue a partial refund.

6) Delivery, risk of loss & address accuracy

  • Risk of loss passes on delivery to the address you provide. For “delivered” scans without a parcel, see Section 2C.
  • Please double-check addresses at checkout. Package intercepts/re-shipments requested due to address mistakes may incur additional charges.
  • We currently ship within the US only.

7) Abuse & fraud prevention

We may limit, deny, or revoke replacement/refund accommodations (including the one-time courtesy for no-fault cases) where we detect abuse, excessive claims, or inconsistent information. Suspicious activity may result in order cancellation and/or account closure.

8) Statutory rights & warranties

Nothing in this policy limits any non-waivable consumer rights you may have under applicable law. Except as expressly stated, we provide products “as is” and disclaim implied warranties to the fullest extent permitted by law.

9) How to get help fast

Email [email protected] with:

  1. Order number
  2. Issue type (wrong item, grind, damaged, missing, theft, etc.)
  3. Photos (outer box, shipping label, inner contents/product label)

You’ll hear back from us within 1 business day.

10) Changes to this policy

We may update this policy from time to time. Updates take effect when posted on this page; the “Last updated” date will reflect the latest version.

Friendly tips for the best cup (optional to keep)

  • Store beans in a cool, dry place; avoid fridge/freezer after opening.
  • Use the right grind for your brewer; weigh doses; adjust brew time and water temperature for taste.

Kohi Club • [email protected]