Refund policy

Last Updated: August 7, 2026

Our Commitment

At Pastel Roast, we want every order to arrive accurately and in excellent condition.

Because our products are freshly roasted coffee, for food safety and quality-control reasons, we generally do not accept returns of coffee products.

While most sales become final once fulfillment begins, we are committed to reviewing confirmed order issues fairly and resolving them as promptly as possible.

Final Sale Policy

Once an order has entered fulfillment, coffee purchases are generally considered final sale.

Because coffee is a perishable food product, we generally cannot accept returns, exchanges, or cancellations after fulfillment has begun.

What Is Not Covered

We generally do not offer refunds, replacements, or store credit for:

  • Personal taste preferences, including flavor, roast level, aroma, or caffeine preference

  • Change of mind after purchase

  • Opened or partially consumed products, unless the reported issue involves a confirmed defect, an incorrect product, or a food-safety concern

  • Orders placed with incorrect products, quantities, shipping addresses, or other information provided by the customer

  • Delivery delays caused solely by carriers, weather, holidays, or regional service disruptions

Please review your order carefully before completing checkout.

Damaged, Incorrect, Defective, or Missing Orders

If your order arrives:

  • Damaged

  • Incorrect

  • Defective

  • Missing one or more items

please contact us within 7 days of the delivery date shown in your tracking information.

To help us investigate, please provide, where applicable:

  • Your order number

  • Clear photos of the product

  • Clear photos of the outer packaging

  • A photo of the shipping label

  • A brief description of the issue

We aim to respond within 2 business days after receiving the required information.

If the issue is confirmed, we may provide an appropriate resolution, which may include:

  • A replacement

  • Store credit, where available and appropriate

  • A refund, at Pastel Roast's discretion

Please keep both the product and all original packaging until your case has been fully reviewed. We may request additional photographs or information during the investigation.

 

Lost or Delivered Packages

Estimated delivery dates are provided for convenience only and are not guaranteed.

If your tracking information indicates that your package has been delivered but you cannot locate it, please first check:

  • Your mailbox or front entrance

  • Building reception or mail room

  • Nearby neighbors

  • Your local carrier

If the package still cannot be located, please contact us within 7 days of the tracked delivery date.

We will review the shipment and work with our fulfillment and shipping partners to determine the most appropriate resolution.

Returns

Because coffee is a food product, we generally do not accept physical returns.

Do not send any product back unless Pastel Roast provides explicit written return instructions.

Products returned without prior written authorization may not be eligible for a refund, replacement, or store credit.

Order Cancellations

Cancellation requests should be submitted immediately after an order is placed.

Orders may enter roasting, labeling, packaging, or fulfillment shortly after purchase.

For this reason:

  • Cancellation requests are not guaranteed.

  • Once an order has entered fulfillment or can no longer be modified through our fulfillment process, it cannot be canceled.

If you wish to request a cancellation, please contact us immediately with your order number.

We will confirm whether cancellation is still possible.

Shipping & Delivery

Estimated delivery dates shown during checkout are estimates only.

Actual delivery times may vary due to:

  • Fulfillment processing

  • Carrier operations

  • Weather

  • Holidays

  • Regional disruptions

  • Other circumstances beyond our reasonable control

Although we work to ship orders promptly, we cannot guarantee a specific delivery date.

Business and Bulk Orders

This policy applies primarily to standard online orders placed through the Pastel Roast website.

Bulk, wholesale, corporate, custom, or individually quoted orders may be subject to separate terms provided in the applicable quotation, invoice, purchase agreement, or order confirmation.

Where separate written commercial terms apply, those terms will govern the applicable order.

Questions Before Filing a Dispute

If you experience any issue with your order, please contact us before opening a payment dispute or chargeback with your payment provider.

Most confirmed order issues can be resolved more quickly through our customer support process.

We maintain fulfillment records, shipment tracking information, and customer communications to assist with issue resolution.

Contact Us

For all order-related questions, please contact:

Pastel Roast Support Team

Email: orders@pastelroast.com

Please include your order number whenever possible.

support@pastelroast.com remains the general support/inquiry address.

Applicable Law

Nothing in this policy limits any rights or remedies available to customers under applicable law.

Our Promise

Our goal is simple:

Deliver every order accurately, resolve confirmed issues fairly, and provide responsive support while maintaining the quality standards expected of freshly roasted coffee.