Refund policy

Last Updated: July 4, 2025

At OneOriginCoffee.com ("we," "us," or "our"), we strive to ensure customer satisfaction with our single-origin coffee products and services. This Cancellation and Refund Policy outlines the terms under which you may cancel orders or request refunds for purchases made through our website (www.oneorigincoffee.com) or mobile applications. This policy complies with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019 in India.

By placing an order with us, you agree to the terms of this policy. Please read it carefully before making a purchase.

1. Cancellation Policy

1.1 Cancellation by You
- Before Shipment: You may cancel your order (one-time purchase or subscription) before it is dispatched by contacting us at info@oneorigincoffee.com or through your account dashboard. If the order has not been processed or shipped, we will cancel it and issue a full refund to your original payment method within 7-10 business days.
- After Shipment: Once an order has been dispatched, it cannot be cancelled. However, you may be eligible for a return and refund as per Section 2 below.
- Subscription Cancellations: For recurring coffee subscription plans, you may cancel your subscription at any time via your account dashboard or by emailing info@oneorigincoffee.com. Cancellations will take effect before the next billing cycle, and no further charges will be applied. Refunds for subscription orders follow the same rules as one-time purchases (see Section 2).

1.2 Cancellation by Us
We reserve the right to cancel your order in the following cases:
- Stock Unavailability: If a product is out of stock or discontinued, we will notify you via email and issue a full refund.
- Pricing Errors: If an order is placed with an incorrect price due to a technical error, we may cancel the order and refund any payments made.
- Suspected Fraud: If we suspect fraudulent activity or unauthorized use of payment methods, we may cancel the order and notify you.
- Force Majeure: If events beyond our control (e.g., natural disasters, courier disruptions) prevent order fulfillment, we may cancel the order and issue a refund.

In all such cases, we will notify you promptly and process a full refund to your original payment method within 7-10 business days.

2. Refund Policy

2.1 Eligibility for Refunds
We offer refunds under the following conditions, in compliance with the Consumer Protection (E-Commerce) Rules, 2020:
- Defective or Damaged Products: If you receive a product that is defective, damaged, or spoiled upon delivery (e.g., torn packaging, compromised coffee quality).
- Incorrect Products: If you receive a product different from what you ordered (e.g., wrong coffee variant or roast type).
- Non-Delivery: If your order is not delivered within the estimated delivery timeline due to our error (excluding courier delays beyond our control).

2.2 Non-Returnable/Non-Refundable Items
Due to the perishable nature of coffee, we do not accept returns or issue refunds for:
- Opened Products: Coffee packages that have been opened or used, unless defective or damaged.
- Change of Mind: Returns due to personal preference or change of mind, unless the product is defective, damaged, or incorrect.
- Improper Storage: Issues arising from improper storage of coffee after delivery (e.g., exposure to moisture or heat).

2.3 Return Process
To initiate a return and request a refund:
1. Contact Us: Within 7 days of delivery, email us at info@oneorigincoffee.comto report the issue. Provide your order number, a description of the issue, and photos of the product (if applicable).
2. Return Approval: We will review your request and provide instructions for returning the product, if eligible.
3. Return Shipping: For defective, damaged, or incorrect products, we will provide a prepaid return shipping label or arrange a pickup through our logistics partner. For other eligible returns, you may be responsible for return shipping costs.
4. Inspection: Returned products must be in their original packaging and condition (except for defects or damage). We will inspect the product upon receipt to confirm eligibility.
5. Refund Processing: If approved, refunds will be processed to your original payment method within 7-10 business days of receiving the returned product. You will be notified via emailonce the refund is processed.

2.4 Subscription Refunds
- Refunds for subscription orders follow the same eligibility criteria as one-time purchases (e.g., defective or incorrect products).
- If you cancel a subscription, no refunds will be issued for previously shipped orders unless they meet the refund eligibility criteria above.
- Partial refunds for unused portions of a subscription may be considered on a case-by-case basis, at our discretion.

2.5 Non-Delivery Refunds
- If your order is not delivered within 30 days of the estimated delivery date due to our error, you may request a full refund. Contact us at info@oneorigincoffee.com to verify non-delivery.
- Refunds for non-delivery due to incorrect or incomplete shipping addresses provided by you will not be issued.

3. Shipping and Delivery Considerations

- Delivery Timelines: Estimated delivery times are provided at checkout but are subject to change due to factors beyond our control (e.g., courier delays, weather conditions). We are not liable for such delays.
- Risk of Loss: Risk of loss or damage to products passes to you upon delivery to the provided shipping address.
- Incorrect Address: You are responsible for providing accurate shipping details. We are not liable for non-delivery or delays caused by incorrect or incomplete addresses.

4. Payment Disputes

- All payments are processed through secure third-party payment gateways (e.g., Razorpay, Paytm). If you notice an unauthorized or incorrect charge, contact us immediately at info@oneorigincoffee.com.
- For disputes related to payments, we will work with you and the payment gateway to resolve the issue promptly, in line with applicable laws.

5. Consumer Rights

As per the Consumer Protection Act, 2019, you have the right to fair and transparent treatment. If you believe your rights have been violated, you may:
- Contact our customer support team at info@oneorigincoffee.com or via our AI assistant for resolution.
- Escalate unresolved issues to the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

6. Limitations

- Perishable Goods: Coffee is a perishable product, and we cannot guarantee quality if products are not stored properly after delivery (in a cool, dry place).
- No Liability for Health Issues: We are not liable for allergic reactions or health issues caused by consumption, except as required by law.
- Force Majeure: We are not liable for delays or failures to process cancellations or refunds due to events beyond our control, such as natural disasters, strikes, or government regulations.

7. Changes to This Policy

We may update this Cancellation and Refund Policy to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with the “Last Updated” date. We encourage you to review this policy periodically.