Returns
Our policy lasts 30 days for coffee gear. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Coffee, Tea, and Matcha cannot be returned or refunded due to its perishable nature. Any customs duties, taxes, import, or other fees paid are non-refundable, even if an order is returned or refunded.
Refunds apply only to the product cost (and any refundable shipping fees, if applicable) and do not include duties, taxes, or other import charges.
Additional non-returnable items:
Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
refunds@theroasterspack.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at refunds@theroasterspack.com and send your item to: The Roasters Pack, 50 Wade Avenue, Toronto, ON, M6H2Z3.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: The Roasters Pack, 87 Wade Avenue, Unit 101, Toronto, ON, M6H1P5
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Customs & Duties
Orders shipped outside of Canada may be subject to import duties, taxes, and fees once the package reaches the destination country. These charges are determined by the local customs authority and/or the carrier, are not collected by The Roasters Pack, and are the responsibility of the recipient. We do not control these costs and cannot predict what they may be.
