Refund policy

We grind and pack every order ourselves in small batches — whole bean or ground to your choice — and we ship quickly, so in most cases a short message sorts things out faster than a return.

If your order arrives damaged, incorrect, or clearly not right — a torn bag, the wrong coffee or grind, an item missing — email us at info@hoisinhcaphe.com within 7 days of delivery with your order number and a photo. We will replace it or refund it, whichever you prefer. You do not need to send coffee back: it is a perishable food product and we cannot resell it.

If tracking says delivered but the parcel is not there, tell us within 7 days and we will open a claim with the carrier and put it right.

What we cannot refund: coffee you have opened and simply did not enjoy; orders sent to an address entered incorrectly at checkout; and orders that arrived correctly and on time. If a coffee is not to your taste, still tell us — we would rather help you find one you like than leave you with a bag you will not drink. We will always try to find a fair answer.

Refunds go back to the original payment method and usually appear within 5–10 business days, depending on your bank. When the fault is ours, the shipping charge is refunded too.

Subscription deliveries follow exactly the same rules. Cancelling a subscription stops future deliveries; it does not refund an order that has already shipped.