At Mahare Coffee Roasters and Traders Ltd, we are committed to delivering exceptional coffee products and customer service. If you are not completely satisfied with your purchase, we are here to assist you through our Refund and Returns Policy.
Please read the following terms carefully.
1. Roasted Coffee Returns
Due to the perishable nature of roasted coffee, we can only accept returns under specific conditions.
Roasted coffee products may be returned within seven (7) days from the date of purchase provided that:
- The coffee package remains unopened and sealed.
- The product is in its original packaging and condition.
- The customer provides proof of purchase.
For health, safety, and quality assurance reasons, we cannot accept returns of opened coffee packages unless the product was delivered damaged, defective, or incorrectly supplied.
2. Green Coffee, Merchandise and Other Products
All non-roasted coffee products, including green coffee beans, brewing equipment, merchandise, and accessories, may be returned within seven (7) days of receiving the order provided that:
- The item has not been used.
- The item remains in its original condition.
- The original packaging is intact.
- The item is free from damage, wear, or alterations.
- Proof of purchase is provided.
Mahare Coffee reserves the right to inspect returned products before approving a refund or exchange.
3. Damaged, Defective, or Incorrect Orders
If you receive products that are:
- Damaged during delivery;
- Defective;
- Incorrectly supplied; or
- Missing from your order,
please notify us within 48 hours of delivery by emailing our customer support team.
To help us resolve the issue promptly, please include:
- Your full name;
- Order number;
- Description of the issue;
- Clear photographs of the product and packaging.
Upon verification, we may offer:
- A replacement product;
- A store credit; or
- A full refund, depending on the circumstances.
4. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Customer Support
Send an email to:
Email: info@maharecoffeetraders.com
Subject Line: Return Request
Include the following information:
- Full name
- Order number
- Product(s) to be returned
- Reason for the return
Step 2: Return Authorization
Our customer support team will review your request and, if approved, provide return instructions and a Return Authorization Number (RAN).
Returns sent without prior authorization may not be accepted.
Step 3: Package and Ship
Securely package the items and include:
- A copy of your proof of purchase;
- The Return Authorization Number; and
- Any supporting documentation requested.
Ship the package to the address provided by our customer support team.
Step 4: Track Your Shipment
We recommend using a trackable shipping service and retaining proof of postage until the return has been processed.
Mahare Coffee is not responsible for items lost or damaged during return transit.
5. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.
If approved:
- Refunds will be issued to the original payment method used during purchase.
- Processing times may vary depending on your bank, payment provider, or financial institution.
- Any applicable shipping charges are generally non-refundable unless the return results from our error.
Please allow up to 14 business days for refunds to be processed after approval.
6. Exchanges
We may offer exchanges for damaged, defective, or incorrectly supplied products subject to stock availability.
Requests for exchanges should be made within seven (7) days of receiving your order.
7. Non-Refundable Items
The following items are generally not eligible for refunds or returns:
- Opened roasted coffee packages;
- Products damaged through misuse or improper storage;
- Custom private-label products;
- Special-order products;
- Gift cards or promotional vouchers;
- Clearance or discounted items marked as final sale.
Exceptions may apply where required by applicable consumer protection laws.
8. Wholesale and Private Label Orders
Wholesale, export, and private-label orders may be subject to separate contractual terms regarding returns, refunds, and product acceptance.
Customers entering into wholesale agreements should refer to the terms specified in their purchase agreement or contract.
9. Contact Us
If you have any questions regarding this Refund & Returns Policy, please contact us:
Mahare Coffee Roasters and Traders Ltd
Email: [info@maharecoffee.com]