Refund policy
30-Day Return Window
You have 30 calendar days from the date you receive your item to request a return. After 30 days, we cannot offer a refund or exchange.
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
• Unopened & Sealed Food Products: Due to federal and state food safety regulations governing consumable items, all coffee bags, coffee pods, coffee sampler packs, and edible gifts must remain unopened, unsealed, unused, and in their original factory packaging.
• Coffee accessories or brewing equipment (such as mugs, scoops, or drippers) must be unused, unwashed, and in original packaging.
• Opened or consumed coffee products cannot be returned unless they arrive damaged, defective, or incorrect upon delivery.
• You must provide a receipt or proof of purchase (order confirmation email or order number).
• Items returned due to manufacturing defects or damaged packaging upon delivery are eligible for a full refund, including return shipping.
Items Not Eligible for Return
The following items are not eligible for return or refund:
• Opened or unsealed bags of coffee, opened pod boxes, or opened sampler packs (for health and food safety reasons).
• Customized or personalized promotional coffee items (unless defective or damaged upon arrival).
• Items damaged due to improper storage after delivery.
• Gift cards.
• Final sale or clearance items (clearly marked as “final sale” at the time of purchase).
Free Returns
We offer free returns on all eligible items. No restocking fees will be deducted from your refund. Return shipping labels will be provided by us at no cost to you. To request a return and obtain a prepaid return shipping label, please contact us at support@promotionalcoffee.shop.
How to Initiate a Return
1. Contact our customer service team at support@promotionalcoffee.shop with your order number and the item(s) you wish to return.
2. You will receive a Return Merchandise Authorization (RMA) number and a prepaid return shipping label within 1-2 business days.
3. Pack the unopened item securely in its original packaging, include your proof of purchase, and affix the return label.
4. Drop off the package at any authorized carrier drop-off location indicated on the label.
Return Address
Once you receive your prepaid return label, please ship your return to the address indicated on the label. Our designated returns processing location is:
promotionalcoffee
3230 Little Willow
San Antonio, TX 78245
United States
Refund Processing Time
Once we receive and inspect your returned item, we will process your refund within 1-2 business days. Refunds will be issued to your original payment method (credit card, debit card, or PayPal account). Please note that depending on your financial institution, it may take an additional 7-10 business days for the refund to appear in your account.
Partial Refunds
Partial refunds may be granted in the following situations:
• Items returned with outer box wear but intact inner product seals.
• Items returned after the 30-day window (at our discretion).
In such cases, we will notify you via email with the proposed refund amount before processing.
Exchanges
We do not currently offer direct exchanges. If you prefer a different roast profile, grind size, or coffee blend, please return your unopened original item for a full refund and place a new order.
Damaged, Torn, or Incorrect Items
If you receive a package with torn seals, spilled grounds, damaged accessories, or incorrect roast types, please contact us within 7 days of delivery at support@promotionalcoffee.shop. Include your order number and clear photos of the issue. We will arrange for a free return and a full refund, or a replacement.
Contact Us
For any return-related questions, please reach out to us at support@promotionalcoffee.shop or call +1 (210)-895-7009.