Refund policy

Refund Policy

We want you to feel confident ordering from Urban Calm Coffee. If something goes wrong with your order, or your first purchase simply is not the right fit, the options below explain how we will make it right.

30-Day Return Window

Return and satisfaction requests must be made within 30 days of delivery. Please contact us at hello@urbancalmcoffee.ca before sending anything back so we can confirm the best resolution and, when required, provide return instructions.

1. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, or we send the wrong item, please contact us within 30 days of delivery. We may ask for a photo so we can document the issue.

• We will provide a full refund for the affected item.
• No return is required.
• If the problem affects the entire order, any applicable original standard shipping charge will also be refunded.

2. First-Order Satisfaction Guarantee

If you try an Urban Calm Coffee product and decide the taste is not for you, or you simply change your mind, you may request store credit within 30 days of delivery.

• The product may be opened or unopened.
• No return is required.
• Store credit is limited to the value of one eligible retail unit, meaning one bag or one box.
• The satisfaction guarantee is limited to one claim per customer and applies to the customer’s first order only.
• Original shipping charges are not included in the store credit.

3. Cash Refund for Unopened Products

If you prefer a refund to your original payment method for a non-defective product, the item must be unopened, unused and in its original saleable condition.

• You must contact us within 30 days of delivery.
• The customer is responsible for return shipping costs.
• Original shipping charges are non-refundable.
• There is no restocking fee.
• Once the return is received and inspected, we will issue the eligible refund within 5 business days. After the refund is issued, your bank or payment provider may take additional time to post the funds to your account.

Please do not send a return without contacting us first. We will provide the appropriate return instructions and address.

Exchanges

We do not offer direct product-for-product exchanges. If you qualify under one of the options above, we will process the applicable refund or store credit so you can place a new order if you wish.

Gift Cards

Gift cards are non-refundable and cannot be redeemed for cash except where required by law.

Purchases Made Through Other Retailers

This policy applies to purchases made directly through urbancalmcoffee.ca. Purchases made through Amazon, retail stores, marketplaces or other third-party sellers are subject to that seller’s return and refund policies.

Questions

If you have any questions about a return, refund or satisfaction claim, contact us at hello@urbancalmcoffee.ca. Nothing in this policy limits any rights you may have under applicable consumer protection laws.