At Pantagora North America LLC we are committed to providing our customers with the highest quality specialty coffee and exceptional customer service. We understand that there may be occasions when you need to return a product or request a refund, and we aim to make this process as seamless as possible. Below, you’ll find our return and refund policy, which details the eligibility, procedures, and conditions for returns and refunds, particularly for our subscription services and one-time purchases.

General Return Policy

Eligibility for Returns

• Products eligible for returns include unopened bags of coffee, unused accessories, and non-customized merchandise.
• Returns must be initiated within 30 days of receiving the product. Non-Returnable Items: Due to the perishable nature of coffee, opened coffee bags, pods, or dripping bags are non-returnable unless there is a quality issue
• Items purchased at a discount or during promotions are not eligible for returns unless they are damaged or defective.
• Shipping Costs: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., incorrect or defective item).

 

Conditions for Returns

• Returned items must be unopened, unused, and in their original packaging to qualify
• Proof of purchase, such as a receipt or an order confirmation, is required to process the return.
• Processing Time: Refunds are processed within 7-10 business days after we receive and inspect the returned items.
• Refund Method: Refunds are issued to the original payment method used at checkout. Please note that processing times may vary depending on your payment provider.
• Exceptions: If a product arrived damaged or defective, please contact us immediately to resolve the issue. In such cases, a full refund or replacement will be offered
• Damaged or defective items will require photographic evidence or inspection to validate the return request.

 

Subscription Services Refund Policy

Non-Refundable Subscription Payments

• Subscription payments are generally non-refundable once the coffee has been shipped.
• Partial refunds may be issued for cancellations made prior to shipment, minus administrative fees.

 

Cancellation of Subscription

• Customers can cancel their subscription at any time via their account settings or by contacting customer service.
• Cancellations made after a billing cycle will apply to the next cycle, and no refunds will be issued for the ongoing cycle.

Damaged or Defective Products in Subscription

• If a customer receives damaged or defective coffee as part of their subscription, we will replace the item free of charge.
• Refunds for damaged items will only be issued if replacements are unavailable.

 

Return Process

Step-by-Step Guide

• Contact our customer support team via email or phone to initiate the return process.
• Provide your order details and a brief explanation of the reason for the return.
• Our team will issue a Return Merchandise Authorization (RMA) number, which must be included in your return package.
• Ship the product to the address provided by our support team using a trackable shipping method.
• Once we receive the returned product, we will inspect it and process your refund or exchange within 7-10 business days.

 

Shipping Costs

• Customers are responsible for the shipping costs of returning non-defective items.
• Shipping costs will be reimbursed for items returned due to damage, defects, or incorrect shipments.

 

Refund Policy

Refund Timeline

• Refunds will be processed within 7-10 business days after the returned product has been inspected.
• Depending on your payment method, it may take an additional 3-5 business days for the refund to reflect in your account.

 

Refund Methods

• Refunds will be issued to the original payment method used at checkout.
• If the original payment method is no longer valid, customers must contact our support team to arrange for alternative refund options.

 

Partial Refunds

• Partial refunds may apply to subscription cancellations initiated before shipment.
• Discounted items returned due to damage or defects will be refunded at their purchased price.

 

Exclusions and Limitations

• Customized products, such as custom-blended coffee or personalized accessories, are non-returnable and non-refundable.
• Gift cards and promotional items are not eligible for returns or refunds.

 

Customer Support

For questions or concerns regarding returns, refunds, or cancellations, please contact our customer support team. We are available via:

• Email: info@pantagoracoffee.com
• Phone: 786-302-0427