48-Hour Window
Raise claims within 48 hours of delivery
Photo Required
Attach photos of damage to expedite your claim
5–7 Business Days
Refunds reflect in your account after approval
Replacement Option
Choose a replacement instead of a refund
Our Refund Philosophy
We Stand Behind Every Cup
At Coffee Totaler, we take pride in the quality of every product we ship. If something isn't right — damaged packaging, a wrong item, or a product defect — we will make it right, no hassle. Our goal is simple: your satisfaction, always.
Specialty Coffee Policy
Because coffee is a fresh, perishable product, we are unable to accept returns on opened or used items for reasons of taste preference alone. However, if there's a genuine quality issue or we made an error, we will replace or refund promptly.
Eligible for Refund or Replacement
EligibleDamaged in Transit
If your order arrives with damaged packaging, broken seals, or visibly compromised products due to shipping, you are fully eligible for a replacement or refund. Please photograph the damage before discarding any packaging.
Wrong Item Received
If we sent you the wrong product — incorrect variant, weight, roast profile, or an entirely different item — we will send the correct product at no additional cost, or offer a full refund if the correct item is unavailable.
Defective or Contaminated Product
If a product has an unusual smell, visible mould, foreign objects, or any sign of contamination upon opening, contact us immediately with photos. These cases are treated as top priority.
Order Not Delivered
If your order is confirmed as lost by the courier and has not been delivered within 15 business days of dispatch, you are eligible for a full refund or free re-shipment.
Significantly Not as Described
If a product is materially different from its description on our website (e.g., a different origin or process than advertised), we will replace or refund.
Not Eligible for Refund
Not EligibleTaste Preference
Specialty coffee has complex, nuanced flavour profiles. If you dislike a roast or flavour note after trying it, we are unfortunately unable to offer refunds for taste preference. We recommend exploring our product descriptions and reviews carefully before purchasing.
Opened or Partially Used Products
Opened coffee bags, pods, or accessories that have been used cannot be returned unless there is a product defect. This protects the integrity of our products for all customers.
Incorrect Address Provided
If an order is undeliverable or lost because you provided an incorrect or incomplete shipping address, we are unable to offer a full refund. A re-shipping fee may apply.
Change of Mind
Orders that have already been dispatched cannot be cancelled or refunded due to a change of mind. Please review your order carefully before confirming.
Claims After 48 Hours
Refund and replacement claims for damaged or incorrect orders must be raised within 48 hours of delivery. We are unable to process claims raised after this window, as it becomes difficult to verify the condition of the product.
How to Raise a Claim
Step 1 — Contact Us Within 48 Hours
Email info@coffeetotaler.com or WhatsApp +91 84483 31345 within 48 hours of receiving your order. Include your order number in the subject line.
Step 2 — Send Photographs
Attach clear photographs of: (a) the damaged or incorrect item, (b) the original packaging including the outer box, and (c) the shipping label. This helps us process your claim quickly and improves our packaging.
Step 3 — We Review & Respond
Our team will review your claim within 2 business days and respond with a resolution — either a replacement dispatch or refund initiation. We may ask follow-up questions to better understand the issue.
Step 4 — Resolution
Once approved, replacements are dispatched within 2–3 business days. Refunds are initiated within 24 hours of approval and typically reflect in your account within 5–7 business days depending on your bank.
Refund Timelines
Razorpay Payments (UPI, Cards, Net Banking)
Refunds to UPI and bank accounts typically process within 5–7 business days after we initiate the refund. Card refunds may take 7–10 business days depending on your card issuer and bank.
Brew Bucks Used in Order
If your order was partially or fully paid using Brew Bucks and is approved for a full refund, the Brew Bucks will be reinstated to your account within 24 hours of approval.
Wallet / COD Orders
For wallet payments, refunds are returned to the original wallet. We do not currently offer Cash on Delivery (COD), so this scenario does not apply.
Claim Raised
By you
Under Review
Up to 2 days
Approved
Decision made
Refund Initiated
Within 24 hrs
Money Returned
5–10 business days
Order Cancellations
Before Dispatch
You may cancel an order before it is dispatched by contacting us immediately. If the order has not yet been packed, we will cancel and initiate a full refund within 24 hours.
After Dispatch
Once an order has been dispatched (you will have received a tracking number), it cannot be cancelled. You will need to wait for delivery and then raise a return claim if applicable.
We-Initiated Cancellations
We reserve the right to cancel orders in cases of stock unavailability, pricing errors, suspected fraud, or other operational issues. In such cases, a full refund including Brew Bucks will be processed.
Non-Refundable Charges
Shipping Charges
Shipping charges are non-refundable unless the reason for return is our error (wrong item, defective product, or lost shipment). For eligible claims where the error is ours, shipping charges are fully refunded.
Payment Gateway Fees
In rare cases, payment gateway processing fees are not recoverable. Where applicable, we will clearly communicate any deductions. We aim to ensure you receive a fair resolution in all cases.
Quality Guarantee
Freshness Promise
All Coffee Totaler products are roasted to order or dispatched within their optimal freshness window. We print roast dates on packaging so you always know how fresh your coffee is.
Swiss Water® Process Guarantee
Our decaffeinated coffees are processed using the Swiss Water® Process, which is 100% chemical-free. If you believe a decaf product contains caffeine in unusual amounts or does not match its description, contact us.
Dissatisfied with Our Response?
Escalate Your Concern
If you are not satisfied with the resolution provided, you may escalate your complaint by emailing support@coffeetotaler.com with your original claim reference. A senior team member will review your case within 3 business days.
Consumer Rights
Nothing in this policy limits your statutory rights under the Consumer Protection Act, 2019 or any other applicable Indian law. You always retain the right to seek recourse through the appropriate consumer forum.
Contact for Refunds
Reach Our Support Team
For any refund, replacement, or cancellation request, please contact us through any of the channels below. Please have your order number ready to help us serve you faster.
Reach us
We're here to help.
Refund policies can feel transactional, but for us it's personal. Every cup represents our commitment to quality. If we fall short, we want to know — and we'll make it right.