Refund policy

Return & Refund Policy - Kailani Coffee & Tea Co.

Last updated: October 14, 2025

🌟 100% Satisfaction Guarantee

At Kailani Coffee & Tea Co., we're committed to your complete satisfaction. With our exceptional quality standards (99.9575% accuracy rate), we stand behind every cup of coffee we deliver.

Fresh Coffee Promise

We work with suppliers who maintain exceptional quality standards, with an error rate of only 0.0425%. Our coffee is roasted specifically for your order and often packed the same day it's roasted, ensuring maximum freshness and flavor.

Return Policy Overview

Important: We do not require customers to return coffee products to us. Due to shipping costs and food safety regulations, any returned coffee products must be discarded. Instead, we focus on resolving issues through expedited replacements and refunds.

Return Window: 30 days from delivery date

Bulk Order Policy: There are no refunds on bulk orders. Bulk orders are custom-processed to your specifications and cannot be resold. Please contact us before placing a bulk order if you have questions about product selection, grind type, or any other details to ensure your complete satisfaction.

Coffee Return Process & Solutions

1. Supplier Errors - We Take Full Responsibility

If we send you the wrong product (wrong grind, incorrect labeling, etc.), we take complete responsibility:

  • Immediate replacement order processed at no cost to you
  • We cover all costs for the new coffee and expedited shipping
  • No action required from you other than notifying us
  • Sincere apology for any inconvenience

2. Shipping and Delivery Issues

For issues beyond our direct control (carrier mistakes, package theft, undelivered items), we share responsibility with our suppliers:

  • We work with you to determine the best solution
  • Replacement orders are expedited for fastest delivery
  • We cover coffee costs for approved replacements
  • Shipping costs are handled case-by-case based on circumstances

3. Customer Satisfaction Issues

If you're not satisfied with your order for any reason, please contact us within 30 days of delivery. We'll work with you to find a satisfactory solution that ensures you love your coffee experience.

How to Request a Refund or Replacement

To request a refund or replacement:

  1. Contact our customer service team with your order number
  2. Describe the issue you experienced
  3. We'll determine the appropriate resolution based on the situation
  4. Approved replacements are processed immediately with expedited shipping
  5. You'll receive tracking information once your replacement ships

Refund Processing Details

  • Refund Method: All refunds are processed to your original payment method (credit card, PayPal, etc.)
  • Processing Time: Refunds are processed within 3-5 business days
  • Refund Appearance: Refunds appear in your account within 5-10 business days depending on your payment method
  • Replacements: Processed immediately and expedited for fastest delivery

International Orders

International orders have additional complexities due to customs regulations and international shipping. Please contact us to discuss your specific situation and available options. We'll work with you to find the best resolution possible.

Contact Information for Returns & Refunds

If you have any issues with your order or questions about our return and refund policy:

Frequently Asked Questions

Do I need to return defective coffee? No, we do not require physical returns of coffee products for safety and quality reasons.

How long do refunds take? Refunds are processed within 3-5 business days and appear in your account within 5-10 business days depending on your payment method.

What if my coffee arrives stale or damaged? Contact us immediately and we'll process an expedited replacement at no cost to you.

Can I exchange my coffee for a different roast or grind? Yes! Contact us within 30 days and we'll help you get the perfect coffee for your taste preferences.

What qualifies as a bulk order? Bulk orders typically include large quantities or custom processing requirements. If you're unsure whether your order qualifies as bulk, please contact us before purchasing.

What is "ex-warehouse"? "Ex-warehouse" means the seller's responsibility ends when the products are handed over to carrier. After that, the buyer takes on all costs and risks for delivery.

Our Promise: This policy may be updated periodically to better serve you. Any changes will be posted on this page with an updated revision date. We're committed to making every coffee experience exceptional.