Return Policy

Our Promise

Here at Cashmere Coffee Co., we appreciate your business.  We guarantee customer satisfaction.  We offer a 100% refund of the product total to our customers that are unhappy with any of our products when the following guidelines are applied.

Refund Requirements

When requesting a product refund or an exchange, we require customers to ship back at least 80% of the original order of opened product.

Any unopened product will also need to be sent in for a refund or exchange. If you are unsure of what 80% of your product is, please see the table below. Upon receipt of the product, we will review the request and issue a credit/exchange for the prior purchase. You must contact Customer Service via email within 15 days of the delivery and the product must be received back in our warehouse within 30 days from the delivery date.

 

1 LB BAG:

Must return at least 12oz.

5 LB BAG:

Must return at least 4.0 lbs

*If you do not return any product, you will not receive any refund or be able to exchange the product.

* There may be a 15% restocking fee for Jamaica Blue Mountain Estate or Hawaii Kona Estate coffees which will be applied at Cashmere Coffee's discretion on a case-by-case basis.

To be eligible for a return, your item must be in the same condition that you received it, unopened or meets refund requirements, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Equipment Returns

We offer a 30-day 100% satisfaction guarantee on all of the coffee equipment.  If you choose to return equipment the following applies:  Non-defective products are subject to a 15% restocking fee.  If you have ordered a product and you refuse shipment you will still be responsible for the return postage and a 15% restocking fee.  

Please email us with any questions.

Get RMA Information

If you need to send a product back to us for credit or exchange, please email our Returns Specialist, and get an RMA number first. An RMA number allows us to recognize your return when it comes in and allows an easy process for credit or exchange. We do not honor returned products without an assigned RMA number.

You can also email us at CashmereCoffeeCo@itavgw.com.

* Any product returned to Cashmere Coffee Co. without an RMA number will not be recognized, and in turn, will be denied any credit or exchange.

You can always contact us for any return questions at CashmereCoffeeCo@itavgw.com.

Exchanges
If you are unhappy with anything that you receive from Cashmere Coffee Co. or wish to exchange it for merchandise of equal value, we are happy to exchange it for you.  Exchange items will be shipped once the original item has been received and inspected.  (To find how much coffee needs to be returned for an exchange, please see the Refund Requirements above).

For immediate exchanges, email our customer service department for assistance.  The customer is responsible for all shipping costs and will be charged accordingly.  All return items will be inspected for damage and charges will be accessed before a new item is sent.  Cashmere Coffee Co. is not responsible for damage during shipping. 

In the event you receive a damaged product, contact our Customer Service Department within 24-48 hours of arrival.  Failure to contact Customer Service within this time frame will void any claims. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping Cost

Shipping costs are non-refundable.  Shipping is part of the transaction, not the product.  If the product is defective or damaged, we will refund the original shipping charge and send you a new product.  If a product is exchanged or returned for credit, then the customer is responsible for the return shipping costs, reshipping costs, and any damage incurred on the way back to Cashmere Coffee Co.  All shipments will be made via FedEx Ground.  Customers are responsible for upgrades to FedEx Next-Day Air, 2ND Day Air, or 3RD Day Select.