Last updated: Jan 2026
At Balance Coffee Roasters, we roast and pack fresh to ensure the best quality. Please read our cancellation and refund terms carefully before placing an order.
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1) Order Cancellation
• No cancellations are accepted once payment is completed.
• Since our products (especially coffee) are often processed/packed soon after an order is placed, we’re unable to cancel or change orders post-payment.
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2) Refunds / Replacements for Defective or Damaged Products
We take quality seriously. If you receive a product/coffee that is damaged, defective, or incorrect, we will review and resolve the issue with a replacement or refund (as applicable).
To raise a request:
• You must inform us within 24 hours of delivery.
• You must share:
• Clear photos of the product, packaging, and shipping label
• A full unboxing video (continuous, uncut) showing the issue clearly
Requests raised after 24 hours of delivery may not be accepted.
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3) What Counts as “Eligible”
Your claim may be approved if:
• The product is physically damaged in transit
• The product is defective (packing seal issue, leakage, contamination, etc.)
• You received an incorrect item compared to what you ordered
Note: Taste preferences are subjective, so refunds/replacements are not offered for “I didn’t like the taste” if the product is otherwise fine.
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4) Resolution Process
Once we receive your request with proof:
• We will review it within 2–4 business days
• If approved, we will offer one of the following:
• Replacement (preferred)
• Refund to the original payment method
• Store credit (only if you agree)
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5) Refund Timelines (If Approved)
• Refund initiation: within 2–5 business days after approval
• Bank/payment partner processing: typically 5–10 business days (varies by bank/payment method)
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6) Cases Not Covered
We may not be able to accept a claim if:
• You do not share proof (photos + unboxing video)
• The request is raised after 24 hours
• The issue is due to incorrect address/contact details provided
• The package shows “Delivered” but is reported much later without timely notice
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7) Contact Us
To raise a refund/replacement request, contact:
Email: balancecoffeeroasters@gmail.com
Please include your order number and proof (images + video).