Politique de remboursement
BACATÁ COLOMBIAN COFFEE
RETURN & REFUND POLICY
Last Updated: August 4, 2026
At Bacatá Colombian Coffee, we take pride in roasting and delivering high-quality specialty Colombian coffee. If something isn't right with your order, we're committed to working with you to find a fair solution.
This Return & Refund Policy explains when returns, replacements, refunds, and order cancellations may be available for purchases made through shop.bacatacoffee.com.
Nothing in this Policy limits your rights under applicable Canadian consumer protection legislation.
1. Food Products
Coffee is considered a consumable food product.
For food safety and quality assurance reasons, we generally do not accept returns of coffee products once they have been delivered, except where:
● the wrong item was shipped;
● the product arrived damaged during shipping;
● the product is defective;
● the product is unsafe for consumption due to a manufacturing or packaging issue; or
● you are otherwise entitled to a remedy under applicable law.
2. Eligible Refund or Replacement Requests
We may offer a replacement, store credit, or refund if:
● you received the wrong product;
● your order arrived damaged;
● an item is missing from your order;
● the coffee packaging was compromised during transit;
● the product contains a manufacturing defect; or
● another issue occurred due to an error on our part.
Each request is reviewed individually. Approval of a refund or replacement is at Bacatá Colombian Coffee's discretion, except where consumer protection legislation requires otherwise.
3. Non-Returnable Items
Unless otherwise required by law, the following items cannot be returned:
● opened coffee bags;
● coffee that has been consumed or partially consumed;
● products damaged through improper storage after delivery;
● gift cards;
● promotional items;
● complimentary products;
● digital products (if offered in the future);
● products marked “Final Sale.”
4. Reporting a Problem
Please inspect your order immediately upon delivery. If there is an issue, please contact us as soon as possible.
To help us investigate, please include:
● your order number;
● your name;
● photographs of the shipping box (if applicable);
● photographs of the product;
● a description of the issue.
Customers must notify us within 48 hours of receiving their order. Failure to notify us within this timeframe may affect our ability to investigate carrier-related claims.
5. Refunds
If your refund request is approved, the refund will be issued to the original payment method whenever possible.
Please allow approximately 5–10 business days for your financial institution to process the transaction after the refund has been initiated.
Shipping charges are generally non-refundable unless:
● we shipped the wrong product;
● the order arrived damaged due to carrier handling;
● the refund results from an error made by Bacatá Colombian Coffee; or
● applicable law requires otherwise.
6. Replacements
In many situations, replacing the product is faster than processing a refund. Where appropriate, we may choose to:
● replace the affected product;
● replace only the damaged item(s);
● resend missing items.
Replacement decisions are made case by case.
7. Exchanges
We do not currently offer direct product exchanges. If you wish to purchase a different coffee or size, we recommend placing a new order. If your original purchase qualifies for a refund under this Policy, we will process that request separately.
8. Order Cancellations
Orders may be cancelled within 1 hour of purchase, provided the order has not yet entered roasting, packaging, or fulfillment. Once fulfillment has begun, we may no longer be able to cancel the order.
To request a cancellation, please contact us immediately at listentoyou@bacatacoffee.com with your order number.
9. Subscription Orders
Subscription orders renew automatically according to the delivery schedule selected by the customer. Customers are responsible for managing, pausing, skipping, or cancelling subscriptions before the next scheduled billing date.
Once a subscription renewal has been processed, refunds are generally not available unless:
● the wrong product was shipped;
● the shipment arrived damaged;
● the product is defective; or
● applicable consumer protection legislation requires otherwise.
Please refer to our Subscription Policy for complete details.
10. Gift Cards
Digital gift cards purchased through Shopify are non-refundable and cannot be redeemed for cash except where required by applicable law. Lost or stolen gift cards cannot normally be replaced. Gift card balances do not expire.
11. Incorrect Shipping Addresses
Customers are responsible for providing an accurate shipping address. If an order has already shipped to the address provided during checkout, additional shipping charges may apply if the package must be returned and reshipped.
Refunds will generally not be issued for orders delivered to the address supplied by the customer.
12. Refused or Unclaimed Deliveries
If a package is refused by the recipient or returned because it was not collected, we will contact you once it has been returned to us.
● If the issue is due to an error on our part (e.g., incorrect address entered by us, mislabeling, or a shipping error), a full refund will be issued, including original shipping charges.
● If the issue is due to the customer (e.g., the customer refused the package, changed their mind, or provided an incorrect address at checkout), the original shipping cost will be deducted from the refund.
No restocking fee applies.
13. Chargebacks
If you experience a problem with your order, we encourage you to contact us before initiating a chargeback through your credit card provider. Most issues can be resolved quickly through our customer support team.
Nothing in this Policy limits your statutory rights or remedies.
14. How to Contact Us
To request assistance regarding an order, please contact:
Bacatá Colombian Coffee
Email: listentoyou@bacatacoffee.com
Please include:
● Order Number
● Full Name
● Email Address
● Description of the Issue
● Supporting Photos (if applicable)
15. Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes in our products, operations, or legal obligations. The latest version will always be available on our website.