Refund policy
Overview
We want every Ash & Order order to arrive correctly and in good condition. Because our coffee is a consumable product that is roasted and prepared on demand, all coffee products are final sale and are not eligible for change-of-mind returns or exchanges.
This does not affect your rights if an order arrives damaged, defective or incorrect.
Coffee and Final-Sale Products
All coffee products sold by Ash & Order are final sale.
We cannot accept returns or exchanges for:
• Change of mind
• Taste preferences
• Coffee that has been opened or used
• Incorrect grind, size or product selections made by the customer
• Orders delivered incorrectly because an incomplete or inaccurate address was provided at checkout
• Sale or promotional coffee products
Please review your product, grind, size and shipping-address selections carefully before completing checkout.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If your order is damaged, defective or incorrect, contact mary@ashandorder.store within seven days of delivery.
Include:
• Your order number
• A description of the problem
• Clear photographs of the product
• Clear photographs of the shipping packaging and any visible damage
We will review the information and work with you to determine an appropriate resolution. Depending on the circumstances, this may include a replacement, partial refund or full refund.
Please do not return or dispose of an affected product unless we ask you to do so.
Eligible Non-Coffee Returns
If Ash & Order offers a product in the future that is not identified as final sale, you may request a return within 14 days of delivery.
To be eligible, the product must be unused, unopened and in its original packaging. Proof of purchase is required.
Contact mary@ashandorder.store before returning anything. Returns sent without prior approval may not be accepted.
Unless a product is damaged, defective or incorrect, the customer is responsible for arranging and paying for approved return shipping.
Exchanges
We do not offer direct exchanges.
If an eligible non-coffee return is approved, you may place a separate order for the replacement product after the original return has been resolved.
Order Changes and Cancellations
Orders may enter the roasting and fulfilment process shortly after they are placed.
If you need to request an order change or cancellation, contact mary@ashandorder.store as soon as possible. We cannot guarantee changes or cancellations after processing has begun.
Subscription changes and cancellations are managed separately under our Purchase Options Cancellation Policy and through the subscription-management link provided in your order emails.
Refunds
If a refund is approved, it will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed after approval.
Your bank or card provider may require additional time to display the refund in your account.
If more than 15 business days have passed since your refund was approved, contact mary@ashandorder.store.
Contact Us
For return, refund or order-related questions, contact:
Nothing in this policy limits any rights available to you under applicable law.