Refund policy
Our policy for change of mind
While we do not provide a refund if you change your mind, we can offer store credit (less the collection fee, if applicable) if you return the item within 15 days of purchase, in its original, unused condition.
The following items are not applicable for return:
- Clearance or discounted items
- Perishable items, such as coffee, chocolate or tea
- Gift cards
To start a return, you can contact us at ecomm.gravitycoffee@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at ecomm.gravitycoffee@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Our policy for faulty or damaged goods
If you receive a product that is damaged, faulty or incorrect, we will replace the item for you (depending on availability), or offer a full refund, provided you contact us within 48 hours of receiving the delivery.
Collection fee does not apply when items are returned due to a fault or defect.
To initiate this request, please email us at ecomm.gravitycoffee@gmail.com with your order number, reason for return, and photographs of the item.
Please return the item in its original packaging with the receipt or proof of purchase. Alternatively, repack the item sufficiently to avoid damage in transit. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners. You will receive an email notification when your returned item has been received.
We will process the return once we have received and inspected your returned item. If approved, you will receive an email notification with details of your refund or product replacement. All refunds of the net amount will automatically be applied to your original method of payment.