Refund policy
We want you to enjoy every cup. If something is not right with your order, we will make it right. This policy applies to all purchases from Equilibrium Coffee and covers returns and refunds within 15 days of delivery.
Unopened bags
If your coffee is unopened and in its original condition, you can return it for a full refund within 15 days of delivery. Just bring it back to us or arrange a pickup.
Something not right
If a bag is not what you expected for any reason, wrong grind, off flavour, or damage in transit: we would rather hear about it than have you stuck with coffee you cannot enjoy. Reach out and we will replace the bag or refund it, whichever you prefer.
Opened bags
Coffee is a perishable food product, so we handle opened bags case by case rather than refusing them outright. Let us know what happened and we will work something out.
How to start a return
- Email hello@equilibriumcoffee.ca with your order number and a short description of the issue.
- We will reply with next steps, usually within one or two business days.
Delivery costs
If the return is due to our error or a quality issue, we will cover any delivery costs. If you are returning an unopened bag for personal preference, any original delivery fee is non-refundable.
When your money arrives
Once a refund is issued, card payments typically appear back on your statement within five to ten business days, depending on your bank. Orders paid by cash on delivery are refunded by e-transfer or cash, whichever you prefer.
If more than ten business days have passed and you have not seen your refund, please check with your bank first, then email us and we will look into it.