Refund policy

Returns, Refunds & Exchanges

Piedra Negra Café de Altura is operated by ECUADORIAN PREMIUM BRANDS LLC. This policy applies to purchases made through our Shopify online store. Purchases made through Amazon are subject to Amazon’s applicable return and refund policies. 

1. Coffee orders
   
   Please contact piedranegracoffee@gmail.com within 14 days of receiving your delivery if you have a problem with your coffee or are dissatisfied with your selection. 
   
   We do not require physical returns of coffee, whether the bag is opened or unopened.
   
   Damaged, incorrect, or quality-related orders
   If your coffee arrives damaged, you receive the wrong coffee, or there is a quality issue, we will replace the affected coffee with shipping paid by Piedra Negra or refund the affected coffee. If the issue affects the entire order and we refund that order, the refund will include the original shipping charge.
   
   Taste preferences If the coffee does not suit your taste, contact us within the same 14-day period. We review these requests individually and may offer a replacement or a refund for the coffee. Original shipping charges are not refunded for taste-preference requests. If we offer a replacement, there is no additional charge for the replacement or its shipping.
   
   How to request help Email piedranegracoffee@gmail.com with your order number and a description of the issue. Please include photos and the lot number when relevant to the issue.
   
   No warehouse return-processing fees or penalties are charged to customers for these coffee requests.
   
   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 within 5 to 7 business days.