Ka'u Darkwood | 100% Ka'u Coffee

Shipping and Returns Policy:

We stand behind the quality of our products and strive to provide an exceptional experience for you. Our Shipping and Returns Policy outlines the guidelines and procedures for shipping orders, handling returns and to continue providing care and quality. Please read this policy carefully before placing an order with us.

Shipping:

1.1 Address Accuracy:
It is the customer’s responsibility to provide accurate and complete shipping information at the time of purchase. We strongly encourage customers to double-check the shipping address before finalizing an order. Big Island Coffee Roasters will not be held liable for any delays, losses, or additional costs incurred due to incorrect or incomplete address information provided by the customer.
1.2 Additional Shipping Fee:
If an order is returned to us due to an incorrect or incomplete shipping address provided by the customer, we reserve the right to charge the customer an additional shipping fee to reship the package to the correct address. The customer will be notified of the additional fee and must provide the correct shipping address and complete the payment before the package is reshipped.  Big Island Coffee Roasters may make reasonable attempts to contact the customer over a period of 30 days, but will not be held liable for delays. If the customer does not respond or arrange for the package to be resent within 30 days, the original order will be considered void.
1.3 Refund or Credit:
Alternatively, if the customer prefers not to pay the additional shipping fee, we will credit or refund the customer for the order amount, less the original shipping costs incurred by Big Island Coffee Roasters. The credit will be issued once the package is returned to us and processed according to our returns procedure.  Perishable items are not eligible for refund or credit if the customer does not respond or arrange for reshipment within the 30-day period. These items will be disposed of in accordance with appropriate guidelines to ensure customer safety. For items that can be restocked, a credit may be issued.
1.4 Damaged Products:
If a product arrives damaged, the customer must notify us within 5 days of receipt. To report a damaged product, the customer should provide clear and detailed photographs showing the extent of the damage, along with a description of the issue.
1.5 Wrong Item Shipped:
In the event that the customer receives the wrong item, they must notify us within 5 days of receipt. To report the wrong item, the customer should provide clear and detailed photographs of the received item, along with a description of the item they expected to receive.
1.6 Return Shipping Costs for Damaged Products or Wrong Item:
For damaged products or wrong items, we may provide a prepaid shipping label to cover the return shipping costs. The customer must return the product in its original packaging, including all accessories and documentation.
1.7 Refund, Replacement, or Exchange:
Upon receiving the returned damaged product or wrong item, we will inspect it to verify the reported issue. Depending on the circumstances, we may offer one of the following options: Refund, Replacement, Credit or Exchange.

Returns:
2.1 Eligibility:

We accept returns for eligible products within 7 days from the date of delivery. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when it was received. Perishable items are not eligible for refund.
2.2 Return Shipping Costs:
If a return is requested due to the customer’s change of mind or error (excluding defective or damaged items), the customer is responsible for the return shipping costs.
2.3 Return Process:
When a return is received, we will inspect the item. After inspection, depending on the circumstances, we may offer one of the following options: Refund, Replacement, Credit or Exchange.