Return, Exchange, & Warranty

Returns

30-day Return Policy

You have 30 days after receiving your item to Request a Refund. To be eligible for a return, your item must be in the same condition that you received it (i.e. unopened and unused, original packaging and/or tags, ). Receipt or proof of purchase is needed at time of request.

To start a Return Request, you can Contact Us with the following information: 

Full Name
Order #
Email

Once we receive the information, we will reply back with return options. 

Return shipping costs are the responsibility of the customer. Return shipping labels can be provided upon request, with the cost deducted from your final refund total. If your order is being returned for a defect that affects usability, return shipping will be covered.

Note: Items sent back to us without first requesting a return WILL NOT be accepted.

Exceptions & Non-Returnable items

All coffee sales are non-refundable.  If you are not happy with a purchase, Contact Us! We take feedback to heart and want to find coffee that fits your needs! 

We do not accept returns on custom products –such as special orders or personalized items –and hazardous materials, flammable liquids, or gasses. Please get in touch if you have questions or concerns about your specific item. 

All Sale items & Gift cards are FINAL SALE. 

Exchanges

We are happy to exchange unused items with original packaging.
This does require you to cover the additional shipping fees. 

Additional Shipping Fees are set by the courier service. The initial shipping fee may be deducted from the return value if your order qualified for free shipping. Restocking fees and/or additional shipping costs may be applicable.

Refunds

We will notify you once we’ve received and inspected your return or exchange, and let you know if the refund was approved or not.

The shipping fees may be deducted from the refund value if your order qualified for free shipping. A restocking fee and/or additional shipping costs may also be applicable and deducted. If approved, you will automatically be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. 

Defects, Product Issues & Warranties

Please inspect your order upon reception and contract us immediately with a picture and/or video if the item is defective, damaged or if you receive the wrong item, so we can evaluate the circumstances.

Please review Origami Characteristics before emailing us about defective and/or damaged Origami Products. 

All of our products are covered under individual manufacturer warranties.

If a product you’ve purchased from us stops working due to a manufacturer defect, please let us know as soon as possible by sending an email to hello@roguewavecoffee.ca. We will work with you to determine your warranty coverage. Please include a copy of your original sales receipt/proof of purchase and images/videos of your issue as it will be required to make a warranty claim.

Warranty claims DO NOT include:
  • Any defect arising from the misuse of the product. This includes but is not limited to negligence, lack of descaling, damage as a result of a drop or fall, or failure to follow product instructions
  • Normal wear and tear (ie. scratches, dents and wearing out of replaceable parts)
  • Natural variations in the colour of wooden items (ie. handles, lids, collars or bases)
  • Any glass, plastic, or ceramic items or parts - outside of damage during transit or manufacturing error.
  • Any items purchased from Amazon, eBay, or other third party e-commerce websites.

Lost & Damaged Packages

While a lost or damaged parcel is the responsibility of the courier, let us know if there is an issue.  We try our best to ensure your order arrives safely to you.

If you experience issues or receive a damaged item in your order, please inform us within 7 days of receiving the order by sending an email to hello@roguewavecoffee.ca, so we can rectify the issue. Any shipping issues due to improper information provided by the customer cannot be absorbed by our small business. Any re-shipping fees required will be the responsibility of the buyer and are required to be settled before we ship the package again. If we do not receive a response within 1 week from when we send a notification about your package, we will cancel your order and issue a refund. Initial shipping fees will be subtracted from refunded value.