How to Request a Return
For questions about returns or our return/refund policy, you can:
- Email us at tyron@ekhayaroasters.com
- Chat with us live during our normal operating hours
- Visit our store (address available on the contact page)
Feel free to reach out with any questions.
Standard Returns
You can return a non-perishable item within 30 days of receiving it or buying it in-store, as long as:
- It’s unused and undamaged
- It’s in the original condition
- It includes all original accessories, parts, and documentation
- It’s in its original packaging, which must be in good condition
- You notify us within 30 days of receipt
For returns, you can choose to:
- Exchange it for an item of the same value
- Pay the difference for an item of higher value
- Get a refund or store credit if the new item is of lesser value
- Receive store credit via an electronic gift voucher for future purchases
- Get a refund through your original payment method or via EFT if necessary
Refunds may take up to 7 working days after the evaluation process.
Preparing Your Item(s) for Return
When returning items, please ensure:
- All original accessories, parts, and packaging contents are included
- Items are in the required condition
- Include any paperwork or reference numbers if we arrange courier collection
- Items are safely packaged to avoid damage during return transit
Return Evaluation Process
We will inspect returned items before processing any refund or exchange. If the items don’t meet the required conditions, we’ll contact you to discuss further steps. The inspection may take up to 3 working days, and we’ll notify you once it’s done.
Damages in Transit
Inspect your order upon receipt and inform us of any issues within 7 days. Include details and, if possible, photographs of the damage. If the package is visibly damaged upon delivery, either decline it or have the courier note the damage and notify us.
Incorrect Items Delivered
If you receive the wrong items, inform us within 7 days. We will arrange to swap the incorrect items, but will need them back before sending the correct ones.
Exceptions to Return/Refund Policy
Perishable items like coffee beans cannot be returned. We ensure high-quality beans, but if you encounter a quality issue, email tyron@ekhayaroasters.com. Beans are best used fresh, so consume them within a few weeks of purchase. We cannot accept returns based on personal taste.
Defective or Faulty Products
If you receive a defective or faulty product, contact us. For items within 6 months of purchase or under warranty, we will arrange for repair or replacement. We may ask for troubleshooting assistance, photographs, or videos of the issue. If a product is confirmed faulty, we’ll arrange a collection or ask you to bring it to the store. If we cannot repair or replace it, we’ll issue a refund. Repairs may take up to 21 days depending on parts availability.