Returns and Refunds Policy

Thirty-day change-of-mind window

Request a return within 30 calendar days beginning the day after delivery. Tell us your reference, the products and quantities, and whether the reason is a change of mind or a problem. We aim to reply within 2 business days. Once authorized, dispatch the parcel within 14 calendar days after authorization. Contact us if that is not possible rather than assuming an extension.

Drippers must be unused, complete and protected in their original packaging. A reasonable dry inspection is allowed, but brewing through the dripper counts as use for the voluntary change-of-mind policy. Paper-filter packs must remain unopened: loose, wet or opened packs are not change-of-mind returns. These conditions do not limit remedies for a defective, incorrect or misdescribed product.

Authorization and return destination

Contact us before posting so we can identify the items and agree postage. The authorized return address is 6145 S. Ivy St.,Centennial,CO,80111,United States. Copy it exactly from the authorization and put your reference inside the parcel. This is a postal or courier return process; there is no walk-in drop-off or collection service. Do not send cash, banking credentials or unrelated documents with the goods.

Pack ceramic and glass separately with cushioning so pieces cannot strike each other. Keep a postage receipt and tracking reference. We do not ask you to mail broken shards without safe instructions. For a product damaged in transit, retain the original packaging while the issue is reviewed and tell us if handling or repacking the item would be unsafe.

Postage and deductions

For change of mind, you pay return postage. You may arrange a suitable tracked carrier service at its actual price, or ask for an optional standard-parcel prepaid label costing $5.95, deducted from the refund only after your agreement. There is no restocking fee. We do not charge both a label deduction and self-arranged postage for the same return.

Original standard delivery is not refunded for a change-of-mind return. A partial return is calculated from the accepted price actually paid for the returned units after any discounts; we do not retroactively remove free outbound shipping. Any proposed deduction for missing or damaged goods must be explained rather than imposed as an undisclosed flat fee. Ordinary sale-priced goods follow the same rules; no custom-product exception is claimed for this catalogue.

Defects, damage and incorrect products

Describe the problem and keep the item and packaging while we agree a remedy. Photos are helpful when safe, but a photo is not a demand to operate damaged equipment. A practical 7-day reporting target for visible transit damage helps preserve evidence and does not remove rights for a later-discovered fault. Opened paper packs are reviewed if they are faulty or not what was ordered.

For a confirmed store error or defect, we provide a prepaid return or reimburse reasonable postage agreed in advance; there is no $5.95 label deduction. We discuss replacement, refund or another applicable remedy rather than treating a voluntary return condition as a waiver. If the entire order is returned for a confirmed store error or defect, any original standard shipping charge is refunded too. For a partial issue, we explain the affected items and any applicable delivery refund.

Inspection and refund timing

We inspect returned goods within 3 business days of receipt and issue an eligible refund within 5 business days of receipt. Inspection is inside that 5-day deadline, not an extra waiting period. Refunds go back to the original payment source by bank transfer where practicable; we verify the destination using the order record without asking for banking passwords or security codes.

After issuance, allow a further 3–10 business days for your bank to post the refund. We can provide the refund reference when available. If money has not appeared after that period, contact us with the order reference. A missing credit is reviewed rather than treated as resolved solely because a request was submitted.

Cancellations and exchanges

A cancellation confirmed before dispatch has no store cancellation fee. If already paid, we issue its refund within 5 business days of confirmation; bank posting takes a further 3–10 business days. After dispatch, return steps normally apply. A paid item that cannot be supplied and for which no alternative is accepted is refunded within 5 business days. We do not automatically exchange a returned dripper for a new one; request a replacement purchase separately unless a defect remedy has been agreed.