Effective Date: 6 Jul 2026
Last Updated: 6 Jul 2026
We want you to love your Five Roam Coffee. If something goes wrong, we will do our best to make it right. Please read this policy carefully before placing your order.
Important Note About Coffee
Coffee is a perishable food product. For hygiene and safety reasons, we cannot accept returns of opened coffee bags. This is standard practice across the specialty coffee industry and is consistent with FSSAI guidelines for packaged food products.
Cancellations
Before dispatch:
If you need to cancel your order, please contact us at orders@newdesign.fiveroamcoffee.com as soon as possible with your order number. If your order has not yet been dispatched, we will cancel it and issue a full refund within 5–7 business days.
After dispatch:
Once your order has been dispatched, we are unable to cancel it. Please wait for the delivery and refer to our returns process below if needed.
When We Will Give You a Refund or Replacement
We will offer a full refund or replacement (your choice) in the following situations:
- Wrong product delivered — you received a different coffee than what you ordered
- Damaged product — the bag arrived damaged, torn, or compromised in a way that affects the coffee inside
- Defective packaging — the seal was broken on arrival, affecting freshness
- Missing item — an item from your order was not included in the delivery
When We Will Not Give a Refund
We are unable to offer refunds in these situations:
- You changed your mind after the order was dispatched
- You dislike the taste of the coffee (taste is subjective — we provide detailed tasting notes, cup scores, and process information to help you choose the right coffee before buying)
- You ordered the wrong product by mistake (please contact us before dispatch and we will try to help)
- The coffee was damaged due to improper storage after delivery (store in a cool, dry place away from direct sunlight, resealed after opening)
- The delivery was delayed due to courier issues beyond our control
How to Request a Refund or Replacement
- Email us at orders@newdesign.fiveroamcoffee.com within 48 hours of receiving your order
- Include your order number, a description of the issue, and clear photos of the product and packaging
- We will review your request within 2 business days and respond with a resolution
Refund Processing Time
Once a refund is approved:
- Razorpay payments (UPI, Cards, Net Banking): refund will appear in your account within 5–7 business days
- Cash on Delivery orders: refund will be processed via bank transfer — please provide your bank account details when contacting us
Subscription Orders
For Roam Subscription orders (The Starter Roam, The Full Roam, The Grand Roam):
- Since these are prepaid, multi-delivery orders, individual deliveries within the subscription cannot be cancelled
- If there is a consistent quality issue across multiple deliveries, please contact us and we will work out a fair resolution on a case-by-case basis
- Unused subscription deliveries are non-refundable, except in cases of documented product defects
Sampler Packs
Sampler Packs (Sampler Duo, Sampler Trio, Sampler Quartet) follow the same policy as regular orders. Since samplers are specifically designed for trying new coffees, “I didn’t like the taste” is not grounds for a refund — the tasting notes and cup scores are provided to help you make an informed choice before purchasing.
Our Promise
We stand behind the quality of our coffee. If there is ever a genuine quality issue with any Five Roam Coffee product, we will make it right. Our goal is for every customer to have a great experience — and if something goes wrong, we want to hear about it so we can fix it.
Contact Us
For any refund or cancellation queries, please contact us:
Five Roam Coffee
Email: hello@newdesign.fiveroamcoffee.com
Phone: +91-8800-191210
Hours: Monday–Saturday, 10am–6pm IST
Address: Flat No 1022, Pocket A, Sunrise Apartments, Lok Nayak Puram, Bakkarwala, New Delhi, 110041