Bulk Green Coffee

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Refunds & Cancellations

Last updated: May 18, 2026

1. Sample Orders

Sample orders (100g, 1kg, 3kg, 5kg) are processed and dispatched promptly after payment. Because green coffee is a perishable agricultural product, we do not accept returns once the order has been shipped.

Eligible for refund or replacement:

  • Product arrived visibly damaged or contaminated.
  • Wrong product was shipped.
  • Package was lost in transit (confirmed by courier).

To raise a claim, email us within 7 days of delivery with:

  • Your order reference / phone number used at checkout.
  • Clear photographs of the product and packaging.
  • A brief description of the issue.

We will respond within 2 business days and, where the claim is valid, issue a full refund to your original payment method or ship a replacement — your choice.

2. Cancellations — Sample Orders

  • Cancellations requested before dispatch will receive a full refund within 5–7 business days.
  • Cancellations requested after dispatch are not eligible for refund, as the courier is already in transit.

To cancel before dispatch, contact us immediately at office@graycup.org with your order reference.

3. Bulk Orders (10kg and above)

Bulk orders are governed by a separate purchase agreement or invoice. The cancellation and refund terms in that agreement take precedence. In general:

  • Cancellations before production / lot allocation: full refund of any advance paid.
  • Cancellations after lot allocation but before shipment: subject to a restocking fee agreed in the purchase agreement.
  • Cancellations after shipment: not eligible for refund.
  • Quality disputes must be raised within 14 days of delivery with a cupping report or photographic evidence.

4. Refund Processing

Approved refunds are processed back to your original payment method via Cashfree Payments. Depending on your bank, the credit may take 5–10 business days to appear. We are not responsible for delays caused by your bank or card network.

5. Non-Refundable Items

  • Payment gateway convenience fees (if any) charged by Cashfree.
  • Shipping costs once the order has been dispatched.
  • Custom-blended or white-label lots prepared to specification.

6. Contact Us

For any refund or cancellation requests:

See also our Terms & Conditions.