Our Commitment

We stand behind the quality of every product we offer. This policy outlines the conditions under which returns, exchanges, and refunds are accepted, ensuring a transparent and trustworthy experience for every Roastiva customer.

Eligibility for Returns

To qualify for a return, the following conditions must be met:

• The product must be unused and in its original, undamaged packaging.
• All original tags, seals, and accessories must be intact.
• A return request must be submitted within the eligible return period from the date of delivery.

Specialty Coffee

Due to strict food safety and hygiene standards, opened coffee products cannot be returned or exchanged under any circumstances — unless the item arrives damaged, defective, or incorrect.

Coffee Tools & Accessories

Coffee brewing tools and accessories are eligible for return provided they are:

• Completely unused and in original working condition.
• Returned with all original components, manuals, and packaging.
• Submitted for return within the eligible return window.

Damaged or Incorrect Orders

We take great care in packaging every order. However, if your order arrives damaged or does not match what you ordered, please:

• Contact our support team within 48 hours of receiving your order.
• Provide your order number and clear photographs of the damaged or incorrect item(s).
• Retain all original packaging until the matter is resolved.

Refund Process

Once your return is received and inspected, we will notify you of the approval status. Approved refunds will be processed as follows:

• Refunds are issued to the original payment method used at checkout.
• Processing times vary depending on your bank or payment provider.
• You will receive a confirmation email once the refund has been initiated.

Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

• Opened coffee bags or any unsealed coffee products.
• Gift cards and store credit vouchers.
• Clearance, final sale, or discounted promotional items.