Refund policy
Returns & refunds
Because coffee is a fresh, consumable product, we’re not able to accept change-of-mind returns or offer refunds on coffee that has already been roasted and dispatched, except where required by law.
We want you to be happy with your brew, so if there is a genuine issue with your order, we’ll always do our best to make it right.
How our returns work
You have 30 days from receiving your order to let us know if there is a problem, such as:
- you received the wrong coffee
- the bag arrived damaged
- there is a clear quality issue with the beans
To start a return or raise an issue, email us at info@ticobrewed.com with your order number, a description of the problem, and photos if possible.
Items sent back to us without first contacting us will not be accepted.
Non-returnable / non-refundable
We cannot accept returns or provide refunds in the following situations:
- Coffee that has already been roasted and shipped, where there is no defect (for example, you simply don’t like the flavour profile or changed your mind)
- Coffee bags that have been opened or partly used
- Sale items or promotional offers, unless they are faulty
This does not affect your rights under New Zealand consumer law.
Refunds
If, after reviewing your case, a refund is approved, we’ll process it to your original payment method. Your bank or card provider may take a few business days to complete the transaction.
If it’s been more than 15 business days since we confirmed your refund and you still haven’t received it, please contact us at info@ticobrewed.com.