Refund policy

Coffee is a fresh product with a short consumption time. The freshness and quality of our coffee is very important to our customers and that is why when we have already sold and sent the coffee to a customer and for any reason it is returned to us, we cannot sell it again.

To request a return or exchange of the product, images of:

  • Shipping company label
  • Box where the product arrived
  • Product(s) to be returned or exchanged

In case of not being able to provide such images we will not be able to proceed to make any exchange or refund.
For returns can be made by creating a redeemable coupon within the kultivarcoffee.com website, cash back to the same method of payment used to place the order or by sending the product again*.

We make refunds in the following cases:

  • Error with order by Kultivar Coffee
  • Customer does not receive package due to shipping company error
  • The customer receives a product (not coffee) and is not satisfied with the product. In this case the customer will be responsible for the shipping cost. This return will be made once we receive the product and verified that it is in perfect conditions.

For non-coffee products the following policies apply:

  • The period to file a claim or request a refund is 14 days from receipt of the product.
  • If there is any problem with the product (malfunction, breakage...) it will be communicated via email to hello (at) kultivarcoffee.com. The email must include a detailed description of the problem, along with a picture or video, the order number and the last 4 digits of the card with which the purchase was made, in case it was made with PayPal will need the email with which it was made. This will be used to be able to offer support to the buyer in the first instance and to be able to transmit what the problem is to the company that will be in charge of the repair or the change.
  • If the product cannot be repaired, it may be reimbursed or exchanged for another product of the same or similar performance, provided it is within the manufacturer's warranty period.

For the following cases we do not make refunds:

  • If the coffee/product is in good condition and the customer no longer wants it for any reason.
  • Absence at the time of delivery of the package (the shipping company returns the package to us if the end customer has not been able to receive the package. The shipping company calls the customer, sends an SMS and/or sends an email to the customer to meet at a specific time. If the shipping company cannot contact the customer, Kultivar Coffee is not responsible).
  • If the package is heat sealed but for some reason the inner zip is open.
  • Other cases where it was not an error on the part of Kultivar Coffee or the shipping company.

*subject to stock availability.