# Returns and refunds

## Brewing gear

Unopened brewing gear in its original packaging can be returned within 30 days of delivery.

* Return shipping is paid by the customer, unless the item arrived damaged, defective, or wrong.
* There is **no restocking fee**.
* Refunds go to the original payment method within **5 business days** of the return arriving.

## Coffee

Coffee cannot be returned once the bag is opened. If a bag arrives stale, damaged, or is the wrong item, we replace it free — report it within 14 days of delivery.

To be exact: an opened bag of coffee cannot be returned for a refund. If something is wrong with it —
stale, damaged in transit, or not what you ordered — we send a replacement free and you keep the original.
Report it within **14 days** of delivery.

## How to start a return

Email hello@emberlane.coffee with:

1. Your order number
2. What you are returning and why
3. A photo, if the item arrived damaged or wrong

We reply within 1 business day (Monday–Friday) with a return address. Do not send anything back before you have
that address.

## What we refund

| Situation | Outcome |
| --- | --- |
| Unopened gear, within 30 days | Full refund, you pay return postage |
| Gear arrived damaged or defective | Full refund or replacement, we pay postage |
| Wrong item sent | Replacement shipped next roast day, keep the original |
| Coffee stale or damaged, reported within 14 days | Free replacement |
| Opened coffee you simply did not like | No refund — tell us anyway, we will recommend something else |
| Gift cards | Not refundable for cash |

Related: [Shipping and delivery](https://emberlane-help.pages.dev/policies/shipping-and-delivery.md) ·
[Warranty](https://emberlane-help.pages.dev/policies/warranty.md)