Refund policy

We have a 14-day return policy, meaning you have 14 working days after receiving your order to request a return.

Coffee Returns

Due to the perishable nature of coffee, we we're unable to accept returns. That said, if there was an issue with your order, you’re not satisfied with your coffee, or have any questions about brewing or quality, our customer support team is here to help. We’re committed to making things right.

Equipment Returns

Coffee equipment must be unused, in its original packaging, and in resalable condition to be eligible for a return. We do not accept returns for equipment that has been used, damaged by the customer, or missing components.

How to Request a Return

To start a return, contact us at support@coffeeroastlab.com. Please note that returns must be sent to the following address:

Coffee Roast Lab, Suite M088, 2420 Bank Street, Ottawa, ON, K1V 8S1 CANADA

Customers are responsible for return shipping costs. We do not provide prepaid return shipping labels except for faulty or defective equipment. Items sent back without first requesting a return will not be accepted.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us immediately at support@coffeeroastlab.com with photos of the issue. If approved, we will provide a return shipping label for faulty equipment and arrange for a replacement or refund.

Non-Returnable Items

  • Opened or used coffee

  • Personalized or custom orders

  • Sale items or gift cards

  • Equipment that has been used, damaged by the customer, or missing parts

Exchanges

We do not offer exchanges. If you need a different product, you must return the eligible item and place a new order.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must be sealed, unused, and in its original packaging, with proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you if your refund is approved. If approved, a refund will be issued to your original payment method within 10 business days.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@coffeeroastlab.com.