At TOB Coffee, we take pride in the quality and freshness of every product we roast and ship. If something isn’t right, we’re here to help. Please review the policy below for guidance on refunds, exchanges, and how to contact us.

1. Refund Period

Customers may request a refund within 7 days of receiving their order.

For change-of-mind refunds, the product must be unopened, unused, and returned in its original condition and packaging.

2. Exchange Conditions

If you receive a product that is defective, damaged, or incorrectly shipped, you may request an exchange within 7 days of delivery.

To be eligible, the item must be returned in its original, undamaged condition.

3. Refund Process

Once your refund request is approved and the item has been received and inspected, we will process your refund to the original payment method within 3–5 business days.

Please note that bank processing times may vary.

4. Exchange Process

Exchanges are issued for the same product originally purchased.

If the same item is no longer available, we may offer a similar product of equal value.

5. Shipping Costs

  • For change-of-mind refunds, customers are responsible for all return shipping costs.
  • For defective, damaged, or incorrectly shipped items, TOB Coffee will cover the return shipping charges and send a replacement at no additional cost.

6. Exceptions

Because coffee is a fresh, consumable product, some items have limited eligibility for return or refund:

  • Green coffee beans
  • Roasted coffee beans

For these items, refunds or exchanges are only available in cases of product defects or quality issues, which will be assessed case-by-case to ensure fairness.

7. How to Request a Refund or Exchange

To start a refund or exchange request, please contact our team:


📧 Email: orders@tobcoffee.co.nz

Include your order number, details of the issue, and a photograph if applicable.

Our team will respond promptly with next steps.