Your satisfaction matters to us. Here is how we handle returns, refunds, and exchanges.
Last updated: June 21, 2026
At Tales Roastery we want you to love every cup. Because our coffee is a fresh, perishable food product — and much of it is roasted to order — this policy explains when items can be returned, refunded, or exchanged. By placing an order you agree to this Return Policy, which forms part of our Terms of Service.
For food safety and quality reasons, opened bags of coffee cannot be returned or refunded. Our beans are roasted fresh in small batches, so we are unable to resell returned items. If something is wrong with your coffee, please see the sections below — we will always work with you to make it right.
If your order arrives damaged, defective, or you received the wrong item, please contact us within 48 hours of delivery. Where possible, include your order number and a photo of the item and packaging. We will arrange a replacement or a full refund for the affected item at no additional cost to you.
Unopened, undamaged items in their original packaging may be eligible for return or exchange within 7 days of delivery. Please contact us first to arrange the return. Return shipping costs for non-defective items are the responsibility of the customer, and the items must be received by us in resalable condition before a refund or exchange is issued.
Because we often roast to order, please contact us as soon as possible if you need to cancel. We can usually cancel and fully refund an order before it has been roasted or handed to the courier. Once an order has been roasted, packed, or shipped, it may no longer be possible to cancel it.
Once your return or claim is approved, refunds are issued to your original payment method. Please allow a reasonable processing period for the refund to appear, depending on your bank or payment provider. Original shipping fees are non-refundable except where the return is due to our error (for example, a damaged, defective, or incorrect item).
The following cannot be returned or refunded except where they arrive damaged, defective, or incorrect: opened coffee bags, items damaged through misuse or improper storage, and any clearance or final-sale items marked as non-returnable.
To start a return, report an issue, or ask a question, contact us at +20 103 529 5888 or via WhatsApp. Please have your order number ready so we can help you faster.