Refund policy

General Policy Statement

At Coffee That Helps, we strive to provide our customers with the highest quality roasted coffee beans. We understand that occasionally, circumstances may arise where a customer needs to return or exchange their purchase. This return policy outlines the guidelines and procedures for returning roasted coffee beans.


Communication and Resolution

  1. Customer Support: Our customer support team can be contacted via email at info@coffeethathelps.org or at the phone number 412-838-2282. We will be available to assist customers throughout the return process, addressing any questions or concerns promptly.
  2. Timely Resolution: We aim to process returns and issue refunds/exchanges within a reasonable timeframe after receiving the returned product.


Eligibility for Return

  1. Customer Dissatisfaction: We value customer satisfaction above all else. If a customer is unhappy with our coffee for any reason, they may return the product for a refund or replacement.
  2. Unopened Packages: Roasted coffee beans can be returned without any reason given if the package is unopened and in its original condition.
  3. Quality Issues: If the coffee beans have quality issues such as defects, off-flavors, or other noticeable problems that affect the taste or aroma, they may be eligible for return.
  4. Shipping Errors: In case of shipping errors made by Coffee That Helps, where incorrect products were delivered, customers are eligible for a return or exchange.


Return Timeframe

Customers must initiate the return process within two weeks (14 days) from the date the product is received by the customer. If a return request is made after this timeframe, customers can contact us at info@coffeethathelps.org to discuss the issue and work towards a fair resolution.


Return Procedure

  1. Customer Request: Customers must email info@coffeethathelps.org or phone Coffee That Helps at 412-838-2282 to initiate the return process. They should provide the following information:
    1. Order number
    2. Explanation of the circumstance for the return, including any quality issues or reasons for dissatisfaction.
  2. Return Authorization: Once we receive the return request, we will review the information provided and approve the return if it meets the policy guidelines. Our customer support team will respond to the customer with an intended resolution, which may include a refund or replacement.
  3. Customer Confirmation: Upon receiving the intended resolution from our customer support team, customers must confirm their agreement with the resolution. This confirmation can be done via email reply or any other specified method.
  4. Refund/Exchange:
    • Unopened Packages: Once the returned unopened package is received and verified to be in its original condition, a refund will be issued to the customer's original payment method.
    • Customer Dissatisfaction/Quality Issues/Shipping Errors: If the intended resolution is a refund or replacement, it will be processed once the customer confirms their agreement with the resolution.
Shipping Costs:
    • Unopened Packages: Customers are responsible for all shipping costs associated with returning unopened packages.
    • Customer Dissatisfaction/Quality Issues/Shipping Errors: Our resolution will normally not require the customer to cover any shipping costs. Recurrent return requests of opened products or requests that appear to be otherwise disingenuous may include customer shipping costs in our customer service resolution proposal.
    • Shipping Errors: In cases where shipping errors are made by Coffee That Helps, customers will be provided with prepaid shipping materials or instructed to keep the product that was shipped in error.


    Exceptions and Modifications

    Coffee That Helps reserves the right to make exceptions to this return policy on a case-by-case basis. We may also modify or update this policy as necessary. Any modifications will be communicated to customers via our website or other appropriate channels