Refund policy

Returns, Refunds & Exchanges

At Piedra Negra Café de Altura, we stand behind the quality of our beans. Please review our policy regarding food products and hardware items below.

1. Coffee Bags (Perishable Goods)

• No Returns Needed: Due to the perishable nature of coffee, we cannot accept physical returns on opened or unopened bags of coffee.

• Satisfaction Guarantee: If you are not satisfied with your coffee selection, or if there is any issue with your roast or format, please contact us within 14 days of receiving your delivery at piedranegracoffee@gmail.com. Tell us what went wrong, and we will issue a replacement or a full refund without requiring you to ship the product back.

2. Non-Coffee Items (Gear, Merchandise, Accessories)

For any non-perishable hardware, coffee gear, or merchandise:

• Return Window: You have 30 days from the delivery date to request a return.

• Condition: To be eligible for a return, items must be unused, unwashed, in their original packaging, and in the same condition that you received them.

• Return Shipping Costs: Customers are responsible for paying their own shipping costs for returning non-perishable items. Shipping costs are non-refundable.

• Authorized Return Address: All approved hardware returns must be shipped to our warehouse at:

  2900 NW 112th Ave, Doral, FL 33172, United States

3. Refund Processing Time

Once your return is received and inspected at our warehouse (or once a coffee satisfaction refund is approved via email), your refund will be processed immediately. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal, Shopify Payments, or TikTok Shop Wallet) within 5 to 7 business days.

3. Terms & Conditions (T&C)

Terms of Service

This website and our linked sales channels (including Google Shopping and TikTok Shop) are operated by Piedra Negra Café de Altura. Throughout the site, the terms “we”, “us” and “our” refer to Piedra Negra. By visiting our store and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions.

1. Store Terms & Elegibility

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence. You may not use our premium coffee or products for any unauthorized or illegal purpose.

2. Accuracy of Product & Pricing Information

• Pricing: Prices for our coffee and products are subject to change without notice.

• Stock & Availability: We reserve the right to limit the sales of our products to any person, geographic region, or jurisdiction. We make every effort to display as accurately as possible the profiles, origins, and specifications of our high-altitude coffee.

3. Order Cancellations & Corrections

We reserve the right to refuse or cancel any order you place with us. This may include orders placed under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we will notify you by contacting the email provided at the time the order was made.

4. Governing Law

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the United States.

5. Customer Support Contact

For any questions regarding shipping, returns, order updates, or terms of service, please contact our official support channel:

• Email Support: piedranegracoffee@gmail.com

• Fulfillment Operations: 2900 NW 112th Ave, Doral, FL 33172, United States