Returns

Returns & Refund Policy

Coffee is a fresh, perishable product with a limited optimal consumption window. For food safety and quality reasons, any coffee that has been shipped and later returned cannot be resold.


Right of withdrawal (EU customers)

EU customers have a statutory 14-day right of withdrawal for non-perishable goods.

  • Coffee and other perishable goods: cannot be returned once opened.

  • If coffee arrives unopened and in perfect condition, we may review the request, but due to its perishable nature, returns may not always be possible once shipped.


Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect:

  1. Contact us within 48 hours of delivery.

  2. Include your order number and the following required photos:

  • Shipping label (carrier label)

  • Outer box/packaging as received

  • The affected product(s)

Without these photos, we may be unable to process a refund or replacement.

After reviewing the case, we will offer one of the following (subject to availability):

  • Replacement

  • Refund to the original payment method

  • Store credit (redeemable voucher)

  • In specific cases, reshipment (subject to stock)


When we accept returns / provide solutions

We typically handle returns/exchanges when:

  • There was an ORSA order error

  • The customer did not receive the parcel due to a carrier error (confirmedloss / delivery issue)

  • The customer received a non-perishable item (e.g., merch/accessories) and it wasn’t expected

  • We can arrange pickup, but return shipping is the customer’s responsibility and will be deducted from the refund.

  • Refund is issued after inspection and confirmation the item is unused and in perfect condition.


Return conditions (when applicable)

For non-perishable items:

  • Request within 14 days of delivery

  • Item must be unused, in original packaging, and in resellable condition

  • Shipping costs for non-defective returns are paid by the customer


Refund timing

Refunds are processed to the original payment method within 5–10 business days after approval.


Non-refundable items

  • Opened coffee products

  • Gift cards

  • Promotional items marked as non-returnable


Courses & workshops (if applicable)

  • More than 7 days before: full refund or reschedule

  • 7 days to 48 hours: 50% refund or reschedule

  • Less than 48 hours: no refund or reschedule


International returns

For returns outside standard shipping areas, return shipping costs may be higher and are the customer’s responsibility unless the issue is caused by ORSA or the carrier.

ORSA reserves the right to update this policy when necessary.

*Subject to stock availability.