Returns & refunds

Coffee is a food product, so we can't resell opened bags. Here's how we handle problems with your order.

Damaged, defective or wrong items

If your order arrives damaged, or you received the wrong item, email contact@nortemesacoffee.com within 14 days of delivery with your order number and a photo. We'll send a replacement or issue a full refund, including shipping — your choice. You don't need to return the item.

Unopened bags

Unopened, sealed bags can be returned within 30 days of delivery for a refund of the product price. Return shipping is paid by the customer, and original shipping costs are non-refundable. Email us before sending anything back so we can give you the return address.

Opened bags

Opened bags can't be returned. If you're unhappy with how a coffee tastes, let us know — we'll help you choose something that suits you better.

Order changes and cancellations

You can cancel or change an order free of charge until it ships. Once it has shipped, the returns terms above apply.

How refunds are paid

Approved refunds are issued to the original payment method within 5 business days. Depending on your bank or card issuer, it may take a further 5–10 business days to appear on your statement.