Replacement and return policy
- Exchange and return policies:
1- Cancellation of the order takes place before changing the order status to completed. If the order is canceled after it has been executed, the customer will bear the cost of the bill of lading.
2- If the order arrives damaged or incomplete, the customer must contact customer service within 3 days of receiving the order.
3- If the shipment is returned and the customer information entered is correct and the customer is not contacted by the shipping company, Oronero Roastery will bear the shipping costs.
4- If the shipment is returned due to incorrect customer information entered and the customer requests reshipping, the customer will bear the new shipping costs.
5- Coffee crops cannot be exchanged or returned after opening the packaging.
6- When using shipping via Redbox (lockers) and it reaches the stage (ready for collection from the customer), the shipment will be kept inside the lockers for two days (varies according to Redbox company policies). If the shipment is not received, the order will be returned and the customer cannot request a full refund, but the value of issuing the shipping policy will be deducted from him. If the shipment is not received for more than 5 days and is returned, the customer is not entitled to request a refund and the product is considered damaged.
- Conditions for exchange and return:
1- The product is unopened and in its original condition (the coffee storage bag has not been opened, damaged, altered or vandalized)
2- All extras included with the sent product (product bag - additional contents inside the product bag - purchase invoice) are present and are in good condition.
3- The customer bears the cost of issuing a return policy for the product, which varies according to the shipping company, and must be transferred to the facility’s bank account.
4- The mechanism for delivering the product must be the same as the method for receiving it, such as: When choosing to receive the product through Red Box Company, the customer must deposit the product in Red Box’s lockers himself.
5- Upon receipt of the product, we will examine its condition as stated in Paragraphs 1 and 2, and upon completion of all the previously stated conditions, we will transfer the amount within 24 hours and during official working hours.