Refund policy

Last updated: June 20th, 2026

Thank you for shopping with Stratus Reserve Coffee. Because our products are roasted, packed, and fulfilled as consumable food items, we have a strict but fair refund policy designed to protect product safety, quality, and customer satisfaction.

Please read this policy carefully before placing an order.

1. All Coffee Sales Are Final

Due to the perishable and consumable nature of coffee, all coffee purchases are final once an order has been processed for fulfillment.

We do not accept returns or offer refunds for:

  • Taste preferences

  • Ordering the wrong roast, grind, size, or product

  • Change of mind

  • Buyer’s remorse

  • Incorrect shipping information entered by the customer

  • Refusal or failure to accept delivery

  • Opened, used, or partially consumed products

  • Products that have been stored improperly after delivery

Coffee is a personal taste product. Flavor preferences vary by customer, brew method, equipment, water quality, and storage conditions. A customer not liking a roast, flavor profile, grind, or strength does not qualify as a defect.

2. Damaged, Defective, or Incorrect Orders

We will make it right if your order arrives damaged, defective, or incorrect due to an error on our part or during fulfillment.

To request help with a damaged, defective, or incorrect order, contact us within 7 days of delivery at:

support@stratusreservecoffee.com

Your message must include:

  • Your order number

  • The email address used for the order

  • A description of the issue

  • Clear photos of the product, packaging, shipping label, and any visible damage

We may offer, at our discretion:

  • A replacement

  • Store credit

  • A partial refund

  • A full refund

Requests submitted more than 7 days after delivery may be denied.

3. Shipping Damage

If your product arrives damaged, please keep the original packaging and shipping materials until the issue is resolved. We may need photos or additional information to verify damage with the carrier or fulfillment provider.

We are not responsible for damage caused after delivery, including improper storage, exposure to heat, moisture, pests, or mishandling by the customer.

4. Incorrect Shipping Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

We are not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to:

  • Wrong address

  • Missing apartment, unit, or suite number

  • Incorrect ZIP code

  • Incorrect recipient name

  • Use of an undeliverable address

  • Failure to update address before fulfillment

If an order is returned to sender or cannot be delivered because of an incorrect or incomplete address, we are not required to issue a refund or replacement.

5. Lost or Stolen Packages

Once an order is transferred to the shipping carrier, delivery timing and final delivery handling are controlled by the carrier.

If tracking shows that an order was delivered, but you cannot locate it, please first check with:

  • Household members

  • Neighbors

  • Building management

  • Mailroom or front desk staff

  • The shipping carrier

We are not responsible for packages marked as delivered by the carrier but reported missing, stolen, or misplaced after delivery.

At our discretion, we may assist with a carrier claim or offer a replacement or store credit in limited cases, but we are not obligated to refund delivered orders.

6. Order Cancellations

Orders may only be cancelled if the request is received before the order has been processed, roasted, packed, or sent to fulfillment.

To request cancellation, email:

support@stratusreservecoffee.com

Include your order number and cancellation request.

Because our coffee may be processed quickly after purchase, cancellation is not guaranteed. Once an order enters fulfillment, it cannot be cancelled.

7. Delayed Orders

We work to process and ship orders as quickly as possible. Shipping times may vary based on product availability, fulfillment volume, carrier delays, weather, holidays, or other circumstances outside our control.

If an order is significantly delayed before shipment, we may offer the option to continue waiting or cancel the order for a refund, where required by applicable law.

8. Refund Processing

Approved refunds will be issued to the original payment method only.

Refunds may take several business days to appear depending on your bank, card issuer, or payment provider. Original shipping fees, if any, are non-refundable unless the refund is due to our error, a damaged item, or an incorrect item.

We do not issue refunds to alternate payment methods, third-party accounts, cash apps, gift cards, or accounts not used for the original purchase.

9. Sale Items, Discounted Items, and Gift Cards

Sale items, discounted items, promotional items, and gift cards are final sale unless damaged, defective, or incorrect.

Discount codes cannot be retroactively applied after an order has been placed.

10. Chargebacks and Disputes

If you have an issue with your order, please contact us first at:

support@stratusreservecoffee.com

We are committed to reviewing legitimate order issues quickly and fairly.

Filing a chargeback or payment dispute without first contacting us may delay resolution. We reserve the right to provide order records, tracking details, delivery confirmation, customer communications, and policy documentation to payment processors or financial institutions in response to any dispute.

11. Abuse of Refund Policy

We reserve the right to deny refunds, replacements, store credit, or future orders if we suspect abuse of this policy, including but not limited to:

  • Repeated refund requests

  • False damage claims

  • Fraudulent chargebacks

  • Misuse of discount codes

  • Attempts to obtain free products

  • Claims inconsistent with tracking, delivery records, or submitted evidence

12. Your Rights

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws. If a specific law requires a different remedy, we will comply with applicable legal requirements.

13. Contact Us

For refund, replacement, or order issue requests, contact:

Stratus Reserve Coffee
Email: support@stratusreservecoffee.com
Website: https://stratusreservecoffee.com