We stand behind every bag of coffee we sell. Because this is a pre-sale, your money is collected before your coffee ships. We take that responsibility seriously. Our refund policy is designed to be straightforward and fair.
If we are unable to fulfill your order for any reason — including harvest shortfall, logistics failure, or any circumstance that prevents us from delivering your coffee — you will receive a full refund with no action required on your part. We will contact you by email and process the refund within 5 business days.
You may cancel your order at any time before your coffee has been roasted and shipped and receive a full refund. To request a cancellation:
We will confirm your cancellation within 2 business days and issue your refund within 5–10 business days. Refunds are returned to the original payment method.
If your order arrives damaged or you receive the wrong product, contact us within 14 days of delivery at info@belengualcho.com with your order number and a photo of the issue. We will either send a replacement at no charge or issue a full refund — your choice.
If your tracking shows a package as delivered but you have not received it, please first check with neighbors and your building's mail area. If it remains missing, contact us within 7 days of the reported delivery date. We will work with the carrier to investigate. If the package is confirmed lost, we will send a replacement or issue a full refund.
International customers are responsible for import duties, customs fees, and taxes. We cannot issue refunds for packages seized, delayed, or returned by customs. If a package is returned to us by customs, we will contact you to arrange re-shipment at your cost or issue a refund minus original shipping costs.
Specialty coffee is a sensory product. Tasting notes are descriptive and represent the expected flavor profile of the lot. We cannot issue refunds based on personal taste preference. If you believe your coffee has a genuine quality defect — unusual taste, incorrect roast, or physical contamination — contact us and we will make it right.
All approved refunds are processed within 5–10 business days. Refunds are returned to the original payment method (Stripe or PayPal). The time for funds to appear in your account depends on your bank or card issuer and is outside our control.
Email info@belengualcho.com with:
We respond to all refund requests within 2 business days.
For refund questions, reach us at info@belengualcho.com.