At Colonna Coffee, we are committed to ensuring you have an exceptional experience with our products. While customer returns and complaints are rare, we handle each case individually. Below is our comprehensive returns and refund policy.

1. Consumable Products

We hope you enjoy all Colonna Coffee you receive. As coffee beans are perishable, we cannot accept returns for orders placed in error without fault or damage upon receipt. We appreciate your understanding in this matter.

1.1 Delivery Issues

If the delivery company attempts to deliver twice and the items are returned to our warehouse due to unsuccessful delivery, we will promptly contact you to arrange a new delivery attempt or discuss alternative solutions. Customers will be responsible for additional shipping costs for re-delivery if the failed delivery attempts are due to circumstances within their control, such as not being available to receive the package or providing an incorrect delivery address.

1.2 Liability for Cost of Goods and Postage

If a second re-delivery attempt is unsuccessful and the items are returned to our warehouse, customers will be liable for the cost of the goods and the postage fees. Unfortunately, we cannot issue refunds for perishable items that cannot be resold due to their nature after a second failed delivery attempt. We understand this can be inconvenient, and to ensure you receive your order as quickly as possible, we offer re-delivery at the customer's expense.

2. Equipment and Merchandise

Unused items of equipment or merchandise still in their original packaging can be returned for a refund or exchange within 14 days of delivery. Items will be assessed upon receipt to confirm they are unused and in resalable condition. Postage costs in this instance will be covered by the customer. For equipment found to be faulty after use, please contact help@colonnacoffee.com.

3. Return Process and Options

When a product return is approved, we will contact you with the following options:

• Refund: Refunds will be processed to the original payment method (e.g., card, PayPal account) within 2–3 business days of approval. Please note it may take up to 5 days to appear in your account, depending on your bank.

• Store Credit: If requested, we will create a discount code that can be used immediately for a new order. This code is applicable to a single order, and excess credit is not held on an account.

• Exchanges: We offer exchanges on equipment and merchandise (pending criteria noted above) or on returns of beans due to damage, fault, or incorrect fulfilment. If you are exchanging roasted coffee, your new coffee will be added to the soonest available roast day using our current equivalent offering.

4. Inspection Upon Delivery

Please inspect your order once received to confirm it is not damaged or incorrect. If there are any issues, please contact us immediately at help@colonnacoffee.com, and we will resolve these for you as quickly as possible.

5. Assessment Time

Please allow up to 3 working days from receipt of your return for us to assess your item(s). This may be longer during busier times.