Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at subatrascoffee@gmail.com. Please note that returns will need to be sent to the following address:

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at subatrascoffee@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at subatrascoffee@gmail.com.

Return & Refund Policy — Subatra's Coffee

Effective Date: May 2026

Our General Policy

All sales made on subatrascoffee.in are final and non-refundable. As Subatra's Coffee deals in freshly roasted, perishable edible products, we are unable to accept returns or process refunds once an order has been dispatched and delivered. This policy is in place to ensure the highest standards of food safety and hygiene for all our customers.

When Can You Claim a Return?

We will only consider a return or replacement request under the following strictly defined circumstances:

1. Product Contamination If the coffee product delivered to you contains a foreign object or is demonstrably contaminated at the time of opening — and this contamination originated from our roasting or packaging process.

2. Severe Shipping Damage If the product packaging has been damaged so severely during transit that the product itself has been rendered unusable — for example, a completely crushed or torn open bag that has exposed the coffee beans to external elements.

What Does NOT Qualify for a Return

The following are explicitly excluded from any return or replacement claim:

Dissatisfaction with taste, flavour, or aroma — as coffee preference is highly subjective
Incorrect product ordered by the customer
Damage caused by improper storage after delivery
Partially used products
Products where the seal has been broken without a video being recorded at the time of opening
Delay in delivery caused by courier partners
Change of mind after purchase

Mandatory Video Proof Requirement

This is a strict and non-negotiable requirement. No return or refund claim will be processed without the following:

A continuous, unedited video that begins before the package is opened
The video must clearly show:
- The sealed package as received
- The unboxing process from start to finish
- The defect, contamination, or damage being claimed — clearly visible in the same video
The video must be submitted within 24 hours of delivery
Claims submitted without video proof or after 24 hours will be automatically rejected — no exceptions

How to Submit a Claim

If you meet all the above conditions, submit your claim by emailing us at subatrascoffee@gmail.com with:

Your Order ID
Your full name and delivery address
The unedited unboxing video (upload to Google Drive or YouTube and share the link)
A brief description of the issue

We will review your submission within 5 business days and communicate our decision via email. Our decision shall be final and binding.

Return Shipping

If your return claim is approved:

The customer is solely responsible for all return shipping charges
Products must be returned in their original packaging
Subatra's Coffee will not reimburse return courier costs under any circumstances
We recommend using a trackable courier service — we are not responsible for return shipments lost in transit

Replacement vs Refund

In the rare event that a claim is approved:

Subatra's Coffee reserves the right to offer a product replacement as the primary resolution
A monetary refund will only be considered at the sole discretion of Subatra's Coffee
Refunds, if approved, will be processed to the original payment method within 7–10 business days

Governing Terms

By placing an order on subatrascoffee.in, you agree to and accept this Return & Refund Policy in its entirety. Subatra's Coffee reserves the right to amend this policy at any time without prior notice. The latest version will always be available on our website.

For any queries, contact us at subatrascoffee@gmail.com