Refund policy

Return & Refund Policy

At Casa del Arenal, we are committed to delivering premium Costa Rican specialty coffee in perfect condition. Because coffee is a perishable food product, our return policy is designed to protect product quality while ensuring customer satisfaction.

Food Products and Safety

Coffee is classified as a consumable food product. For health and safety reasons, we generally do not accept returns of opened or used coffee products.

If your order arrives damaged, defective, incorrect, or if the package is lost in transit, we will replace the item or issue a full refund.

Eligible Refund and Replacement Situations

Customers may request a refund or replacement under the following circumstances:

  • The product was damaged during shipping.
  • The wrong item was received.
  • The package was lost or not delivered.
  • The product arrived in an unusable condition.
  • The customer is dissatisfied with the product quality and contacts us within 30 days of delivery.

We evaluate all customer concerns individually and may request photographs or additional information.

Satisfaction Guarantee

We stand behind the quality of our coffee. If you are not satisfied with your purchase for any reason, please contact us within 30 days of delivery.

Depending on the circumstances, we may offer:

  • A replacement shipment
  • Store credit
  • A full or partial refund

In most cases, we will not require the product to be returned.

Non-Returnable Items

The following items are generally non-returnable:

  • Opened coffee bags
  • Products consumed or substantially used
  • Gift cards
  • Promotional items

Return Shipping

If a physical return is required, we will provide specific return instructions and the appropriate return address at that time.

Customers should not send products back without first contacting us and receiving authorization.

When a return is approved:

  • We may provide a prepaid return label; or
  • We may reimburse reasonable return shipping costs if the return is due to our error.

Fulfillment and Returns Processing

Orders may be fulfilled using third-party logistics providers, including Amazon Multi-Channel Fulfillment (MCF) and other authorized partners.

If a return is approved, Casa del Arenal will provide the correct return address and instructions based on the fulfillment method used for your order.

Refund Timing

Approved refunds are processed to the original payment method within 5–10 business days. Processing times may vary depending on your bank or credit card provider.

How to Request a Refund

Please contact us at:

Email: info@casadelarenal.com
Website: casadelarenal.com

Please include:

  • Your order number
  • A description of the issue
  • Photos, if applicable

Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback with their payment provider. Most issues can be resolved quickly through replacement, refund, or store credit.

Legal Notice

This policy is governed by the laws of the Wyoming, where October Moon LLC is organized, without regard to conflict-of-law principles. Nothing in this policy limits any consumer rights that may apply under the laws of the customer's jurisdiction.