Refund policy

Refund & Return Policy

At Promise Roast Co., every cup is meant to keep a promise — and if something isn't right, we want to make it right.

Because our coffee and tea are freshly roasted, perishable food products, we're unable to accept returns of opened or used items for health and safety reasons. We do, however, gladly review claims for any order that arrives damaged, defective, stale, or incorrect.

All returns must be approved

Every return or refund must be reviewed and approved by our team before a replacement or refund is issued. Requests must be submitted within 30 days of delivery.

How to request a return

Email us at support@promiseroastco.com with:

• The reason for your return
• Clear photos or a short video showing the issue (for example, damaged packaging, a sealing problem, or the wrong item received)
• Your order number, if you have it handy

Please send your request from the same email address used to place your order so we can verify it quickly. If you'd prefer to use a different email, simply attach a copy of your receipt or proof of purchase.

What happens after you request a return

We'll review your request and let you know if it's approved. If it is, we'll provide instructions on where to send the item. Return shipping costs are the customer's responsibility, and we recommend using a tracked method, as we can't be responsible for items lost in transit. Items sent back without an approved request first cannot be accepted. Once we receive and inspect the item, we'll complete your choice of a replacement or a full refund.

Damaged, defective, or incorrect orders

If your order arrives damaged, defective, or you received the wrong product, contact us right away with photos or video. In these cases we'll make it right at no extra cost to you — return shipping is on us when the issue was ours.

Non-returnable items

• Opened or used coffee or tea (for food-safety reasons)
• Gift cards
• Items reported more than 30 days after delivery

This doesn't affect your right to a replacement or refund for any item that arrived damaged, defective, or incorrect.

Refunds

Once your return is approved and received, we'll notify you by email. Approved refunds are issued to your original payment method within 10 business days. It may take additional time for your bank or card issuer to post the refund.

Questions

We're real people who care about your experience. Reach us anytime using the Chat on the website, call 615-981-1162 or email us at support@promiseroastco.com.

Promise Roast Co. — Every Cup Keeps a Promise.