At BTW, the quality of our crops is our priority and your satisfaction is our ultimate goal. To ensure a reliable shopping experience, we have established the following standards for returns and exchanges:
First: Eligibility and Timeframe
- Timeframe: You have the right to request a return or exchange within 7 days from the date of receiving the order.
- Coffee Crops: To maintain public health standards and food safety, coffee products cannot be returned or exchanged once the original packaging has been opened.
- Tools and Equipment: Items must be in their original condition, unused, in their original packaging, and include all accessories.
Second: Costs and Compensation
- Incorrect Orders or Manufacturing Defects: If you receive a damaged product or an item different from what you ordered, BTW will bear all shipping costs (return and redelivery) and compensate you immediately.
- Reporting Procedure: Please take a clear photo of the damaged product and send it along with your order number via (WhatsApp/Email) within 24 hours of receipt.
- Customer Preference: If you wish to exchange or return a product for personal reasons (with no defect in the product), the customer will bear the full cost of shipping (Local or International).
Third: Shipping and Delivery
- Change of Destination: If a request is made to change the delivery address after the shipment has left with the logistics company, additional fees for issuing a new waybill may apply and will be borne by the customer.
- Failure to Receive Shipment: If the shipment is returned to the store due to non-receipt, it will be reshipped upon the customer’s request, and the customer will be responsible for the second shipping fee.
Fourth: Refunds
The refund process begins as soon as we receive the product and verify its condition. It may take 5 to 14 business days for the amount to be credited to your account, depending on the policy of your card-issuing bank.
Note: Any product that shows defects due to poor storage, misuse, or if the security seal of the coffee packaging has been tampered with, is excluded from this return policy.
