Refund policy
Return and Exchange Policy
Customer satisfaction is important to Terra Coffee Roasters. We accept returns and exchanges under the following conditions.
1. Damaged or Defective Products
If the product arrives damaged or defective, please contact our support team within 7 days of delivery with details of the issue and photos of the damaged or defective area. After confirming the situation, we will arrange either a replacement or a refund. If a replacement item is not available, we will refund the product price. Shipping costs related to this matter will be covered by our store.
2. Incorrect or Missing Items
If you receive an item that is different from your order, or if any item is missing, please contact our support team within 7 days of delivery. We will arrange shipment of the correct item as soon as possible. Shipping costs related to this matter will be covered by our store.
3. Returns Due to Customer Convenience
For returns due to customer convenience, such as a mistaken order, difference in image, or size issue, please contact us within 7 days of delivery. Returns may be accepted with shipping costs paid by the customer, only if the following conditions are met:
- The product is unused and unopened.
- The product has no damage or signs of use.
- The original packaging and all included items, such as instructions and tags, are complete.
Please note that food products, including coffee beans, matcha, hojicha, and other similar items, cannot be returned for hygiene and safety reasons. We also do not accept returns for clothing items that have been worn or washed.
4. Refunds
Refunds will be made to the original payment method. For credit card payments, the charged amount will be adjusted after the returned item has been confirmed. Depending on the processing timing of the credit card company, the full amount may temporarily appear on your statement. In such cases, the refund will be reflected in a later billing cycle.
Return Address
Terra Coffee Roasters
EST18, 3-30-9 Tarumicho, Suita-shi, Osaka 564-0062, Japan
Tel: 06-7507-2017
Email: good-coffee@terra-coffee.co