Refund policy

We roast everything fresh to order in small batches here in Penang, so good coffee in your cup is what we care about most. Here is how we handle returns, refunds and cancellations. If anything is not right with your order, reach out and we will sort it out.

Coffee

Because coffee is a fresh food product and we roast each bag to order, we are not able to accept returns or give refunds on coffee for a change of mind or a difference in taste. We describe every coffee as clearly as we can so you know what to expect before you buy.

We do want every bag to arrive in great shape. If your coffee arrives damaged, has a defect, or you received the wrong item, email us within 7 days of delivery and we will replace it or refund it. A quick photo helps us put it right faster.

Brew gear and equipment

Unopened gear in its original packaging can be returned within 14 days of delivery for a refund. The item needs to be unused and in resaleable condition.

For hygiene and safety reasons, gear that has been opened or used cannot be returned, unless it is faulty. If something arrives faulty or develops a fault, contact us and we will help with a replacement or guide you to the manufacturer warranty where one applies.

Cancellations

Since we roast to order, you can cancel your order any time before it has been roasted and shipped. Just email us as soon as you can and we will cancel it and refund you in full. Once an order has been roasted and is on its way, we are not able to cancel it, although the protections above still apply if anything arrives damaged or wrong.

How refunds work

Approved refunds go back to your original payment method. We process refunds within 5 business days of approving your request. Depending on your bank or card provider, it can take a few more days to appear in your account.

Original shipping fees are not refundable, unless the return is due to an error on our side, such as a damaged, faulty or wrong item.

How to start a return or refund

Email us at info@roastability.com with your order number and a short note about the issue. Include a photo if your item arrived damaged or faulty. We read every message and will reply quickly to put it right.

We are a small team and we care about your coffee. If something is not right, talk to us. We would much rather fix it than leave you with a cup you do not enjoy.