Return Policy

Return Policy

At Maitland's Hand Roaster, we take great pride in the quality of every batch we roast. Your satisfaction is our priority, and we want you to enjoy every cup. If something isn't right, we're here to make it right.

Our Satisfaction Guarantee

We stand behind the quality of all our specialty coffees and herbal teas. If you are not completely satisfied with your purchase, please contact us within 14 days of receiving your order and we will do our best to resolve the issue.

Eligibility for Returns & Refunds

Due to the perishable nature of our products, we are unable to accept physical returns of opened or used coffee or tea products. However, we offer the following resolutions:

  • Damaged or defective items: If your order arrives damaged or the product is defective, we will offer a full refund or replacement at no additional cost to you.
  • Incorrect items received: If you received the wrong product, we will send the correct item and arrange collection of the incorrect one.
  • Quality concerns: If you are dissatisfied with the taste or quality of your product, please reach out to us — we may offer a store credit, replacement, or refund at our discretion.
  • Unopened items: Unopened, sealed products may be returned within 14 days of delivery for a full refund, excluding return shipping costs.

Non-Returnable Items

  • Opened or partially consumed coffee or tea products
  • Gift cards
  • Items purchased on final sale or as part of a clearance promotion

How to Request a Return or Refund

To initiate a return or refund request, please contact our team at [your support email] with the following information:

  1. Your order number
  2. The item(s) you wish to return or report
  3. A brief description of the issue (and photos if applicable)

We aim to respond to all enquiries within 2 business days.

Refund Processing

Once your return or refund request is approved, refunds will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

Return Shipping

For eligible physical returns, customers are responsible for return shipping costs unless the return is due to our error (e.g. wrong or damaged item). We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.

Contact Us

If you have any questions about our return policy, please don't hesitate to get in touch:

Maitland's Hand Roaster
Email: [your support email]
We're happy to help.