Refund policy
Order Cancellations
Updated 12/12/23 Our eCommerce platform and payment processing services (Shopify and PayPal) have made it clear that once a customer places an order, they will keep their payment processing fee from that order regardless of whether or not a customer cancels their order within minutes of placing it. This cost is typically 2.5 - 3% of the order and we are unable to absorb this cost if a customer simply changes their mind or "accidentally" places an order. Therefore, moving forward we will be charging a restocking fee to all cancelled orders equal to the payment processing fee that was charged for the order. This fee is simply deducted from your refund. This policy only applies to orders that are cancelled, not orders that are receiving a full or partial refund due to a mistake we made or damage during shipment (for all other cases, see below). We will continue to absorb these fees when you are due a full or partial refund or store credit due to anything that we are responsible for. It pains us to charge this fee, we know accidents happen, but we cannot continue to cover these costs especially since we have no control over them. Again, this fee will be exactly enough to cover the payment processing fee, we will not make a cent of it, so it will vary by your credit card company and we will provide you receipts from our payment processing gateway in order to maintain transparency.
If you placed your order accidentally but still plan on making an order (for instance, you knew a sale was coming but jumped the gun), we'll work with you to make sure your order is handled as intended! Please simply reach out to us; we're happy to work together to save everyone needless fees :)
Damaged or Incorrect Shipments
Please contact us as soon as you receive your shipment if it is damaged or if you received an incorrect order. If your shipment is damaged or incorrect, email us at info@thecaptainscoffee.com and include any photos of damaged or incorrect items as well as any damage to your packaging or shipping box. We will replace your shipment (in the case of damage, the damaged portion of your shipment if it is partial) or issue you a store credit, whichever you choose. This offer is valid for 30 days from shipment, but be advised that we may be out of the items you originally ordered. This is why we suggest you check your shipment as soon as it arrives. If we are out of stock, we will offer you the option to receive either store credit or a refund (in the case of a damaged shipment, this offer is good for the damaged portion).
Green Coffee
If your green coffee order is damaged or you received an incorrect order, please see above section "Damaged or Incorrect Shipments". Otherwise, green coffee is a food item and thus cannot be returned to us. We do our best to relay accurate information regarding the condition and flavor attributes of the coffee we sell on the product pages. We strongly encourage you to reach out to us through our contact page if you have any questions or concerns before ordering! We're happy to consult with you prior to ordering and give you personalized advice based on your preferences. If you are unhappy with your roasting results, once again, please don't hesitate to reach out through our contact page. We will again, happily offer any advice or input on roasting in order to help you achieve the results we got when tasting and cupping samples for our product descriptions.
Home Coffee Roasters
The Gene Cafe CBR 101 is covered by a 1 year warranty from the manufacturer. The Fresh Roast SR-540 and SR-800 come with a 1 year warranty on the base unit and a 6 month warranty on the chaff collector, top cap and basket. The Fresh Roast Extension Tube is covered by a 6 month manufacturer warranty. The Nucleus Link includes a 1 year warranty from the manufacturer. Since the roasters are UL certified, the manufacturers ask that we refer all warranty issues directly to them.
Although we do not directly provide repair service, we'll help you through the process to get your roaster back up and running. Should you return an unused roaster to us, we will refund your purchase minus the shipping costs and a 3% restocking fee to cover card processing fees. Once you've used your roaster, we really can't take it back. Returned roasters must be in new, unused condition with all the manufacturer's packaging in order to be eligible for a return.
Gene Cafe (Speedwell Coffee):
https://genecafeusa.com/pages/gene-cafe-service
1-508-503-1699
Fresh Roast (Home Roasting Supplies):
https://homeroastingsupplies.com/warranty
1-805-501-7731
Nucleus Link (GH Grinding & Brewing Solutions)
https://ghgbs.com/pages/support
1-919-383-0761
Merchandise (Merch)
At this time, all of our merchandise is printed on demand. This means each order is custom made for you at the time you place your order and then drop shipped to you directly by our printing partners. That means we will not be able to offer refunds if you are unhappy with your merchandise selection (i.e. the product doesn’t fit to your liking or you aren’t happy with your color choice). If, however, your merch is lost in transit, damaged on arrival or has printing or manufacturing defects, we will be happy to process a return for refund or replacement within 30 days of delivery. As all orders are unique, returned merch will be donated to charity. Please contact us to begin the refund or exchange process before returning your merch!
Other Items Offered by The Captain‘s Coffee
Any other items not mentioned in this policy (including "Damaged and Incorrect Shipments") and not covered by a manufacturer's warranty is warranted by The Captain's Coffee to meet or exceed your expectations. If you are dissatisfied with your purchase for any reason, you may return the item to The Captain's Coffee for a replacement or refund in the form of an in-store credit, minus return shipping (if we provide a pre-paid label). This offer is good for 30 days from the date of shipment. If applicable, the manufacturer's warranty will supersede this warranty for items sold by The Captain's Coffee.
