Refund policy
Return and Refund Policy
1. Return Period
Any request for a return must be submitted within ten (10) days following the delivery of the order.
2. Eligibility Conditions
To be eligible for a return:
• the item must be returned in new or lightly used condition;
• the item must be returned with its original packaging when applicable;
• valid proof of purchase must be provided.
Returns submitted without prior authorization will not be accepted.
3. Non-Returnable and Non-Refundable Products
For reasons related to safety, hygiene, or product nature, the following items cannot be returned or refunded, except where expressly permitted under the First Order Satisfaction Guarantee described below:
• coffee products, whether whole bean or ground;
• perishable products;
• customized or made-to-order items;
• gift cards;
• sale or clearance items.
3.1 First Order Satisfaction Guarantee - 30 Days
At Level Up Coffee, we strive to provide a first purchasing experience that is simple, reassuring, and aligned with our customers’ expectations.
For this reason, a thirty (30) day Satisfaction Guarantee is offered on eligible first orders placed through our official online store.
Eligibility
The Satisfaction Guarantee applies exclusively:
• to a customer’s first order;
• to purchases made through our official online store;
• to requests submitted within thirty (30) days following delivery of the order.
All requests must be submitted to info@levelup.coffee with a clear description of the issue encountered.
Available Solutions
Each request is reviewed individually.
Depending on the circumstances, Level Up Coffee may, at its sole discretion:
• provide brewing or preparation guidance;
• offer a product replacement;
• issue store credit;
• grant a partial refund;
• exceptionally, grant a full refund.
No solution is automatically guaranteed.
Guarantee Limitation
The Satisfaction Guarantee is limited to:
• one (1) opened bag per coffee variety ordered.
Where multiple identical bags of the same coffee variety are purchased, the guarantee may apply to only one opened bag of that specific variety.
Additional opened bags of the same variety are not eligible for replacement, store credit, or refund.
Shipping Fees
• original shipping fees are non-refundable, except in cases where the error is attributable to Level Up Coffee;
• where a replacement product is authorized, shipping fees associated with the replacement shipment remain the responsibility of the customer, unless otherwise determined by Level Up Coffee.
Exclusions
The Satisfaction Guarantee does not apply, including but not limited to, the following situations:
• significant consumption of the product prior to the request;
• improper storage of the product after delivery;
• incorrect grind selection made at the time of purchase;
• improper use or inappropriate brewing method;
• commercial, resale, or bulk orders;
• repetitive, abusive, or fraudulent requests;
• use of the policy in a manner inconsistent with its intended reasonable purpose.
Reservation of Rights
Level Up Coffee reserves the right to:
• refuse any request deemed abusive, fraudulent, or unreasonable;
• request additional information or supporting evidence;
• limit, modify, or terminate this policy at any time without prior notice.
4. Return Procedure
All return requests must be submitted by contacting our team at:
If the return is authorized, the applicable return instructions will be provided to the customer.
Unless otherwise stated:
• return shipping costs are the responsibility of the customer;
• reasonable administrative fees may be deducted from the applicable refund;
• original shipping fees are non-refundable.
5. Exchanges
Level Up Coffee does not offer automatic exchanges.
Where an exchange is requested, the customer must:
• return the eligible item in accordance with this policy;
• place a new order for the desired product.
6. Refunds
Where a refund is approved:
• the refund will be issued using the original payment method used for the purchase;
• processing times may vary depending on the financial institution or payment provider used.
Level Up Coffee reserves the right to refuse any refund request that does not comply with the conditions outlined in this policy.
7. Damaged or Incorrect Orders
Customers must inspect their order upon delivery.
If a product is damaged, defective, or incorrect, the customer must contact our team as soon as possible so that the situation may be evaluated appropriately.
8. Lost or Stolen Packages
Once a package is marked as delivered by the carrier, Level Up Coffee cannot be held responsible for packages that are lost, stolen, or left unattended at the delivery address.
Customers remain responsible for providing an accurate and secure delivery address.
Last updated: 2026-05-28