Echelon Brew Refunds & Returns Policy

**Effective Date: 09/01/2024**

At Echelon Brew, we take great pride in providing premium single-origin coffee beans, ensuring that each order delivers the highest quality to our customers. Our commitment to quality and customer satisfaction is paramount, and we stand by the craftsmanship and care that go into every roast. We understand that exceptional coffee comes with high expectations, and if for any reason you are not fully satisfied with your purchase, our Refunds & Returns Policy aims to offer you peace of mind.

1. **Eligibility for Returns**

Due to the perishable nature of coffee, we are unable to accept returns of opened coffee bags. However, we will gladly accept returns or exchanges on unopened and sealed coffee packages under the following conditions:

– **Unopened Coffee**: If your coffee package remains sealed, you may return it within 14 days of purchase for a full refund or exchange.
– **Damaged or Defective Products**: If you receive a product that is damaged, defective, or incorrect due to our error, we will happily replace the product or provide a full refund, including any shipping charges.

Please note that we do not accept returns for issues related to personal taste preferences, as coffee flavor is subjective. However, we are committed to making sure you are satisfied, so we encourage you to reach out to our customer service team for guidance on selecting a product that better suits your taste profile.

2. **Return Process**

If you meet the eligibility requirements and wish to return or exchange your product, please follow these steps:

1. **Contact Us**: Email our customer support team at order.management@echelonbrew.com within 14 days of receiving your order. Please include your order number, a brief description of the issue, and any relevant photos of the product if it is damaged or defective.

2. **Return Authorization**: Upon review of your request, we will issue a Return Authorization (RA) number, along with instructions for returning the product. We kindly request that you do not send products back without prior authorization.

3. **Ship Your Return**: Pack the item securely in its original packaging, including any accessories, manuals, or documentation that came with the product. Clearly mark the RA number on the outside of the package and ship it to the address provided by our team.

4. **Processing Your Return**: Once we receive your returned product, we will inspect it to ensure it meets the conditions for return. Refunds will be processed within 7–10 business days after the product is received. Depending on your payment method, refunds may take an additional 3–5 business days to appear in your account.

3. **Refunds**

Refunds will be issued back to the original payment method used at the time of purchase. We do not offer refunds in the form of store credit unless specifically requested by the customer. Refunds will be issued for the original purchase price, minus any applicable shipping fees, unless the return is due to an error on our part (e.g., incorrect or damaged product).

4. **Exchanges**

If you would like to exchange an unopened coffee product for another roast or variety, you may do so within 14 days of receipt. Please follow the return process outlined above, indicating that you would prefer an exchange. Once the returned item is received and inspected, we will ship out the exchange product. If the new product is of greater value, you will be responsible for paying the difference. Any shipping costs associated with exchanges may apply unless the exchange is due to an error on our part.

5. **Non-Refundable Items**

– **Opened Coffee Bags**: Due to the freshness and perishable nature of coffee, we cannot accept returns on opened or partially used bags of coffee.
– **Gift Cards**: All sales of Echelon Brew gift cards are final and non-refundable.
– **Customized Products**: Any custom or personalized coffee orders (e.g., limited edition, special roasts) are non-refundable unless they are damaged or defective.

6. **Satisfaction Guarantee**

At Echelon Brew, we strive to deliver a premium coffee experience. While we cannot guarantee a refund for personal taste preferences, our team is dedicated to helping you find a product you will love. If you are not fully satisfied with your coffee, please contact us, and we will work with you to identify a better match or provide recommendations from our selection of single-origin beans.

7. **Shipping Errors**

If you receive the wrong product or your order is incomplete, please notify us within 7 days of delivery. We will correct the mistake by sending the correct item or issuing a refund for the missing item, including any applicable shipping charges.

8. **Premium Promise**

At Echelon Brew, our dedication to quality is at the heart of everything we do. As a premium coffee brand, we go above and beyond to ensure your satisfaction, from the moment the beans are harvested to the day they are delivered to your door. If there is ever an issue with the quality or freshness of your coffee, please reach out to us. We take every customer concern seriously and are committed to resolving any issues swiftly and to your satisfaction.

9. **Contact Information**

If you have any questions or need further assistance regarding our Refunds & Returns Policy, please don’t hesitate to contact us:

**Echelon Brew Order Management**
Email: order.management@echelonbrew.com
Mailing Address: 100 S Ashley Dr, Suite 600, Tampa FL, 33602

Thank you for choosing Echelon Brew. We are dedicated to providing you with an exceptional coffee experience and look forward to serving you for years to come.

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This policy aims to reflect the premium nature of your brand while adhering to industry standards. Make sure to adapt it further based on specific business needs or customer feedback.