Refund policy

At Sergena Coffee Company, we want every order to bring the same warmth and connection as a cup shared in Granny’s kitchen. If something is not right with your order, we are here to help.

This Return & Refund Policy applies to purchases made through Sergena Coffee Company and explains when returns, replacements, exchanges, and refunds are available.

1. 14-Day Return Window

You may request a return within 14 days from the date your order is delivered.

The delivery date is determined by the carrier’s delivery confirmation or tracking information. Return requests submitted after this 14-day period may not be accepted, except where required by applicable law or where the item was damaged, defective, incorrect, or missing from the order.

2. Condition of Returned Items

To qualify for a standard return, an item must be:

  • Unopened and unused;
  • In its original packaging;
  • In resalable condition; and
  • Sealed with all original seals intact, where applicable.

Because coffee and tea are consumable products, opened coffee and tea cannot be returned for ordinary change-of-mind reasons. This restriction helps us protect product freshness, quality, and food safety.

Opened coffee or tea may still qualify for assistance if it is stale, defective, damaged, contaminated, or otherwise does not meet our quality standards. Quality concerns must be reported within 48 hours of delivery as described below.

3. Damaged, Defective, Stale, Missing, or Incorrect Orders

Please inspect your order promptly after delivery. If your order arrives damaged, contains the wrong item, is missing an item, or includes a product with a quality issue, please contact us within 48 hours of delivery.

Your request should include:

  • Your order number;
  • A description of the problem;
  • The name of the affected item; and
  • Clear photographs of the item, packaging, shipping label, and any visible damage, when applicable.

For confirmed damaged, defective, stale-quality, missing, or incorrect items, Sergena Coffee Company may, at its discretion and subject to availability:

  • Send a replacement at no additional cost;
  • Issue a refund to your original payment method; or
  • Provide another appropriate resolution.

When the issue is our fault, Sergena Coffee Company will cover the applicable return shipping costs and provide return instructions, including a prepaid shipping label where appropriate. Do not discard the item or ship it back without first contacting us, unless we instruct you to do so.

4. Non-Returnable Items

The following items generally cannot be returned or refunded except when they arrive damaged, defective, stale, incorrect, or incomplete, or when otherwise required by applicable law:

  • Opened coffee and tea;
  • Gift cards;
  • Digital products or downloadable items;
  • Clearance or final-sale items;
  • Subscription shipments, except as described in this Policy; and
  • Items that are used, altered, damaged after delivery, or no longer in their original packaging.

This Policy does not limit any rights you may have under applicable consumer-protection laws.

5. How to Start a Return

To request a return, contact us at info@sergenacoffeecompany.com within the applicable return period.

Please include:

  • Your full name;
  • Order number;
  • Item or items you want to return;
  • Reason for the return; and
  • Photographs or other supporting information, when applicable.

We will review your request and reply with return instructions. If the return is approved, we may provide a return authorization and, when Sergena Coffee Company is responsible for the issue, a prepaid shipping label.

Approved returns must be shipped within 7 days after the return is approved. Items shipped after that period may be refused or may not qualify for a refund.

Please retain your shipping receipt and tracking information until your return has been processed.

6. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return:

  • Our fault: Sergena Coffee Company covers return shipping when an item is damaged in transit, defective, stale, incorrect, or missing from the order.
  • Change of mind: The customer is responsible for return shipping when the item is being returned for a change of mind, ordering the wrong item, or another reason unrelated to an error on our part.
  • Unauthorized returns: We may be unable to process returns sent without prior approval or outside the instructions provided by our team.

7. Refunds

Approved refunds are issued to the original payment method used at checkout.

For standard returns, refunds are generally processed within 5–10 business days after we receive and inspect the returned item. Your financial institution or payment provider may require additional time to post the refund to your account.

For change-of-mind returns, original outbound shipping charges are non-refundable. If the return is required because of our error, including a damaged, defective, stale, incorrect, or missing item, applicable original outbound shipping charges will also be refunded.

If a returned item does not meet the requirements of this Policy, we may deny the refund or issue a partial refund where permitted by applicable law.

8. Exchanges and Replacements

If an eligible item is damaged, defective, stale, incorrect, or otherwise affected by an error on our part, we may provide a replacement at no additional cost, subject to availability.

For eligible standard returns, you may request:

  • A replacement item, subject to availability; or
  • Store credit for a future purchase.

If you prefer a refund instead of a replacement or store credit, any approved refund will be issued to the original payment method in accordance with this Policy.

9. Order Cancellations and Address Errors

You may request cancellation of an order before the coffee enters production and before the order is shipped. Because Sergena Coffee Company roasts coffee fresh to order, an order may not be cancellable once it has entered production or shipment processing.

To request a cancellation, contact us as soon as possible at info@sergenacoffeecompany.com and include your order number.

Customers are responsible for providing an accurate and complete shipping address at checkout. If an order is delayed, returned, or undeliverable because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply. Once an order has entered production or shipped, we may be unable to cancel or redirect it.

10. Questions and Contact Us

For return, refund, exchange, cancellation, or order-quality questions, please contact:

Sergena Coffee Company
Email: info@sergenacoffeecompany.com
Customer Support Hours: 9:00 AM to 5:00 PM EST 

Please include your order number in all communications so we can assist you as quickly as possible.