Return, Refund and Replacement Policy

Last Updated: 27th October 2026

At House 28 Coffee Roasters, we take care in selecting and roasting our coffee. We want you to receive the product you ordered in satisfactory condition.

This Policy explains how to request a return, refund, or replacement if there is a problem with your order.

1. Return Window

You may request a return within 7 days of delivery, subject to the eligibility conditions set out below.

Please contact us within this period and provide your order number and details of the issue. Submitting a request does not automatically guarantee approval; each request will be reviewed according to this Policy and applicable law.

2. Eligible Reasons for Return or Replacement

You may contact us if:

• You received a product different from the one ordered.

• Your order contains a damaged or defective product.

• Your order is missing a product or contains an incorrect quantity.

• The product has a quality issue that requires investigation.

• Another circumstance makes the order eligible for a remedy under applicable law.

Please describe the issue clearly and provide photographs or other supporting information where reasonably requested.

3. Product Condition

Because coffee is a consumable food product, returns may be subject to additional hygiene and product-safety considerations.

For change-of-mind returns, we propose accepting only unopened, unused products in their original packaging, subject to inspection and approval.

Products that have been opened, consumed, or improperly stored may not qualify for a voluntary change-of-mind return.

However, these conditions do not remove any rights or remedies available under applicable law for defective, damaged, incorrect, unsafe, or misrepresented products.

Important: The final conditions for change-of-mind returns and the handling of opened coffee packages must be confirmed before publication.

4. How to Request a Return or Replacement

To initiate a request:

1. Email house28coffee@gmail.com within 24 hours of delivery.

2. Include your order number, registered phone number, and a description of the issue.

3. Attach clear photographs of the product, packaging, and shipping label where relevant.

4. Wait for our response and instructions before sending any product back.

Do not return products to our registered business address unless we specifically confirm that this is the correct return destination.

We may request additional information when reasonably necessary to assess the claim.

5. Refunds

Where a refund is approved, it will generally be issued to the original payment method, subject to the capabilities of the payment provider and applicable law.

The time required for the refund to appear in your account may depend on the payment gateway, bank, or financial institution.

We will communicate the outcome of your request and any relevant refund instructions.

Refund processing timeline: 15-30 working days

6. Replacements

Where appropriate and subject to product availability, we may offer a replacement for an eligible damaged, defective, incorrect, or otherwise qualifying product.

If a replacement is unavailable or inappropriate, an alternative remedy, including a refund where applicable, may be considered in accordance with this Policy and applicable law.

We will confirm the available resolution after reviewing your request.

7. Return Shipping Costs

For an approved return or replacement, responsibility for return shipping costs will depend on the reason for the return and applicable law.

We will provide instructions regarding shipping arrangements after reviewing the request.

8. Non-Eligible Requests

Subject to applicable law, a voluntary return may be declined where:

• The request is made outside the applicable return window.

• A change-of-mind return involves an opened or used product, contrary to the applicable return conditions.

• The product has been damaged through improper storage, misuse, or handling after delivery.

• The issue cannot reasonably be verified after a fair review.

Nothing in this section limits statutory consumer rights or remedies that cannot lawfully be excluded.

9. Order Cancellation

If you wish to cancel an order before dispatch, please contact us as soon as possible. Cancellation requests are governed by our separate Cancellation Policy.

Orders that have already been dispatched may not be eligible for cancellation, although you may still contact us regarding any remedy available under this Policy or applicable law.

10. Contact Us

For return, refund, or replacement requests:

House 28 Coffee Roasters
Operated by: Nijanand Enterprise
R.S 22/1, Block No-32, B/S B.R. Park, Jahangir Pura, Surat, Gujarat 395005, India
Email: house28coffee@gmail.com
Phone: +91 94087 46220

Please include your order number in all correspondence so that we can review your request efficiently.