Hassle-Free · No Restocking Fees
Returns & Refunds
We stand behind every bag we roast. If something isn't right, we'll make it right — simply and quickly.
The House of Elixir Quality Guarantee
Not happy with your coffee for any reason? Contact us within 14 days of delivery and we'll offer a full replacement or refund — no return required, no lengthy process. Every bag, every time.
What's Covered
Return Eligibility
Unopened Bags
Unopened, sealed bags may be returned within 14 days of delivery for a full refund. The bag must be in its original condition with the valve seal intact.
Opened Bags
Because coffee is a perishable product, we cannot accept returns on opened bags. However, if you're unhappy with the quality, we'll make it right — see our Quality Guarantee below.
Damaged in Transit
If your order arrives damaged, crushed, or with a broken seal, we'll send a replacement at no charge. Contact us within 14 days with a photo of the damage.
Wrong Item Received
If we sent the wrong coffee, we'll ship the correct item immediately and arrange collection of the incorrect one at our expense.
Simple Process
How to Request a Return
01
Contact Us
Email us at [email protected] within 14 days of receiving your order. Include your order number and a brief description of the issue.
02
We Review
Our team will respond within one business day. For damaged or defective items, a photo helps us resolve things faster — but it's never required.
03
Resolution
We'll offer a replacement bag, store credit, or a full refund to your original payment method — whichever you prefer. No restocking fees, ever.
Ready to start a return? [email protected] — we respond within one business day.
At a Glance
Key Policy Terms
Return Window
14 Days
from date of delivery
Refund Method
Original Payment
or store credit
Processing Time
1–2 Business Days
after approval
Restocking Fee
None
ever
Common Questions
Returns FAQ
How long do refunds take to process?
Once approved, refunds are processed within 1–2 business days. Depending on your bank or card provider, funds typically appear within 3–7 business days after processing.
Can I exchange a coffee for a different origin?
Yes — for unopened bags within 14 days, we're happy to arrange an exchange for any other coffee in our collection. Any price difference will be charged or refunded accordingly.
What is your Quality Guarantee?
If your coffee doesn't meet your expectations — stale, off-flavour, or simply not what you hoped for — contact us within 14 days. We'll offer a replacement or full refund, no questions asked. We stand behind every bag we roast.
Do I need to return the coffee to get a refund?
For quality issues and transit damage, no — we don't require you to return the product. For change-of-mind returns on unopened bags, we'll arrange a prepaid return label.
What if my order was a gift?
Gift recipients can return or exchange unopened items within 14 days. Please contact us with the order number (found on the packing slip) and we'll handle the rest discreetly.
Are international orders eligible for returns?
Yes, with the same 14-day window. Please note that return shipping costs for international orders are the responsibility of the customer unless the item is damaged or incorrect.
Still Have Questions?
Our team is here to help. Reach out and we'll get back to you within one business day.