Refund policy

How to start a return

Email us at info@chromaticcoffee.com with your order number, what you want to return, and why. If your return is approved, we will send a prepaid return label and instructions.
Return address: 460 Lincoln Avenue, Suite 10, San Jose, California 95126

Items sent back without approval will not be accepted.

You can always contact us with any question at info@chromaticcoffee.com .

Coffee policy

Roasted coffee is a fresh, perishable food. For food safety and quality:

  • Unopened whole-bean coffee
    Returnable within 30 days if the bag is sealed, unused, and in original condition. Buyer pays return shipping unless we made an error.

  • Opened coffee
    Not returnable. If there is a quality or freshness concern, contact us within 14 days of delivery. We will evaluate and make it right.

  • Ground coffee

    • If you chose the wrong grind size, we cannot accept a return or exchange.

    • If we ground it incorrectly compared to what you selected, or if the label is wrong, we will replace or refund.

  • Flavor expectations
    Taste can vary with water, equipment, and recipe. If you need brew help, reach out and we will coach you on dialing in before we decide next steps.

Brew gear, equipment, and merchandise

  • Brew gear and equipment (kettles, grinders, brewers, scales)
    Returnable within 30 days if unused, in original packaging with all accessories. Once used, returns are limited to manufacturer warranty issues.
    Defective on arrival within 30 days will be exchanged or refunded.

  • Apparel and merchandise
    Unworn and unused with tags, original packaging, returnable within 30 days.

  • Manufacturer warranties
    Some gear is covered by the manufacturer after 30 days. We will help you reach the right support channel.

Damages, wrong items, or missing items

Inspect your order on arrival and contact us right away if anything is defective, damaged, missing, or incorrect. Include photos of the box, packing materials, and product so we can evaluate and make it right.

Exceptions and non-returnable items

  • Perishable foods once opened

  • Custom or personalized items

  • Hazardous materials, flammable liquids, or gases

  • Ground coffee when the wrong grind size was selected by the customer

  • Sale items

  • Gift cards

If you have questions about a specific item, email info@chromaticcoffee.com before purchasing.

Exchanges

For the fastest turnaround, start a return on the item you have. Once approved, place a new order for the item you want.

Subscriptions

You can change, skip, or cancel future subscription shipments any time before the renewal date. Subscription orders that have already processed follow the same coffee policy above.

Lost or stolen packages

If tracking shows delivered but you cannot locate the package, check with household members and neighbors, then contact the carrier. If you still cannot find it, email us. We will help investigate and determine next steps.

Refunds

We will notify you after we receive and inspect your return. If approved, we issue a refund to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.
If it has been more than 15 business days since approval, contact us at info@chromaticcoffee.com .

Shipping costs and restocking

  • Original shipping charges are non-refundable unless we made an error.

  • For non-defective gear and merchandise, a reasonable restocking fee may apply if packaging is missing or damaged.

Proof of purchase

Please keep your email receipt or order confirmation. We need proof of purchase to process returns.

Tips to avoid grind issues

Not sure which grind to pick for your brewer
Email info@chromaticcoffee.com before ordering and we will recommend the right setting for your equipment and recipe.