Returns & Refunds Policy
Coffee is a food product, so we can’t accept returns because of a change of mind. But if something is wrong with your order, we will make it right. This policy applies to all orders placed on caffeinebrothers.co, including wholesale orders.
• Report a damaged, wrong or defective item within 7 days of delivery.
• Send us photos and your order number. In most cases you don’t need to send anything back.
• Choose a free replacement or a refund for the affected item.
• Approved refunds are processed within 7 business days.
What we cover
- Items damaged in transit, such as torn, crushed or leaking bags or boxes
- Wrong items, such as the wrong coffee, size or grind
- Missing items from your order
- Defective or spoiled coffee received
What we can’t accept
- Returns because of a change of mind or taste preference. Coffee is perishable, so we can’t resell returned coffee.
- Problems reported more than 7 days after delivery
- Damage caused by improper storage or handling after delivery
How to report a problem
- Contact us within 7 days of delivery through our contact page or call +63 999 888 6557.
- Include your order number, a short description of the problem, and photos of the outer package, the shipping label and the affected item.
- We review every claim case by case. If we need to inspect the item, we will ask you to send it back and we will cover the return shipping cost.
Replacement or refund
Once your claim is approved, you can choose:
- Replacement: we send the same item again, and we pay the delivery.
- Refund: we refund the price of the affected item.
We replace or refund only the affected items. For example, if you ordered 10 bags and 1 bag arrived damaged, we will replace or refund that 1 bag.
How refunds are paid
- Credit/debit card and GCash payments: refunded to the original payment method.
- Cash on delivery (COD): refunded by GCash or bank transfer to an account you give us.
We process approved refunds within 7 business days. Card refunds can take a few more days to appear on your statement, depending on your bank.
Cancelling an order
If we cannot accept or fulfil your order, we will cancel it and refund any payment in full. To change or cancel an order you placed, contact us as soon as possible.
Contact
Caffeine Brothers, 8F Suite C, The Valero Tower, 122 Valero St., Salcedo Village, Makati City 1227, Metro Manila. Phone +63 999 888 6557. Open Monday to Friday, 9 AM–6 PM, and Saturday, 9 AM–1 PM.
See also: Shipping & Delivery · Terms and Conditions