Cancellations

Orders may only be cancelled if the coffee items have not yet been roasted. To request a cancellation, customers must contact us at info@theroasterspack.com. Approval of cancellation requests is at the sole discretion of The Roasters Pack. Once coffee has been roasted, orders cannot be cancelled under any circumstances.

For recurring subscription orders, reminder emails are sent 72 hours prior to each charge. Customers are responsible for managing their subscriptions and ensuring any cancellations or adjustments are made prior to the renewal charge.Prepaid subscriptions are non-refundable once the subscription cycle has commenced.

By purchasing a prepaid subscription, you acknowledge and agree that all shipments within the plan are reserved and committed in advance. Cancellations made during an active cycle will not result in any partial refund or credit. All remaining shipments will be delivered until the prepaid term has been fulfilled.

Returns & Refunds

Non-perishable items may be returned within 30 days of purchase. To be eligible, items must be unused, in their original condition, and in the original packaging. A receipt or proof of purchase is required.

The following items are non-returnable:

Coffee, Tea, and Matcha (due to their perishable nature)
Gift Cards
Any duties, taxes, import, or other fees paid (these are non-refundable even if an order is returned or refunded)

Refunds, where applicable, apply only to the product cost (and refundable shipping fees, if any) and exclude duties, taxes, and other import charges.

To obtain a refund:

All returns must be sent to: The Roasters Pack, 87 Wade Avenue, Unit 101, Toronto, ON, M6H1P5

Do not send purchases back to the manufacturer.

Customers are responsible for the cost of return shipping. Shipping costs are non-refundable. The Roasters Pack is not responsible for returns that are lost or damaged in transit. For items valued over $75, the use of a trackable shipping service or shipping insurance is strongly recommended.

Refunds will be processed once the returned item has been received and inspected. If approved, a credit will be applied to the original method of payment within 5–10 business days.

Partial refunds may be granted only in the following circumstances:

Items not in their original condition, damaged, or missing parts for reasons not due to our error
Items returned more than 30 days after delivery (at our discretion)

If a refund has not been received after the stated processing time, customers should first check with their bank or credit card provider. If the issue persists, please contact us at refunds@theroasterspack.com

Exchanges

Exchanges are only available for defective or damaged items and will be replaced with the identical product. To request an exchange, please contact refunds@theroasterspack.com and return the item to:
The Roasters Pack, 87 Wade Avenue, Unit 101, Toronto, ON, M6H1P5

Exchanges for different products, sizes, or variants are not permitted.

Customer Responsibility for Accurate Information

Customers are responsible for ensuring that all information entered at checkout is complete and accurate. This includes, but is not limited to, the shipping address, contact information, billing details, product selections, and any other information required to complete the purchase.

The Roasters Pack fulfils orders based on the information provided at the time of checkout. We are not able to verify, correct, or edit customer-submitted information once an order has been placed. If an order cannot be delivered due to incorrect or incomplete information provided by the customer, the shipment will not be eligible for a refund. This includes, but are not limited to, situations such as:

Invalid or incomplete addresses
Incorrectly entered recipient names
Missing apartment or unit numbers
Omitted access codes or information required for entry
Incorrect postal codes
Any other errors causing in a failed delivery

In cases where a package is returned to us by the carrier due to incorrect information, customers may choose to have the package re-shipped at their own expense.

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 local customs authorities and/or the carrier and are the sole responsibility of the recipient. The Roasters Pack does not control these costs and cannot predict the amount due.

Failure to pay applicable duties or taxes may result in delivery delays or the return of the order, for which The Roasters Pack will not be held responsible.