Returns & Refunds

Effective Date: 22 August 2026

Last Updated: 22 August 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 guidance for packaged food products.

Nothing in this policy limits any rights you have under the Consumer Protection Act, 2019 or other applicable Indian law.

Cancellations

Before dispatch: if you need to cancel your order, contact us at orders@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 delivery and refer to the returns process below if there is a problem.

We may also cancel an order ourselves — for example if the coffee is out of stock, if we cannot deliver to your address, or if the order was placed at a price that was listed in error. If we cancel, you receive a full refund. See our Terms of Service for more.

When We Will Give You a Refund or Replacement

We will offer a full refund or a replacement, at your choice, in the following situations:

• Wrong product delivered — you received a different coffee to the one 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 do not like the taste of the coffee. Taste is subjective, and we publish detailed tasting notes, cup scores and process information so you can 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 by improper storage after delivery. Store in a cool, dry place away from direct sunlight, resealed after opening
• Delivery was delayed by the courier or by events outside our control

How to Request a Refund or Replacement

• Email orders@fiveroamcoffee.com within 48 hours of receiving your order
• Include your order number, a description of the issue, and clear photographs of the product and its packaging
• We will review your request within 2 business days and respond with a resolution

We may ask you to return the affected product before issuing a refund or replacement. Where we do, we will arrange and pay for the return.

Refund Processing Time

Once a refund is approved:

• Razorpay payments (UPI, cards, net banking): the refund is initiated within 2 business days and typically appears in your account within 5–7 business days
• Cash on Delivery orders, where offered: the refund is processed by bank transfer. Please provide your bank account details when you contact us

Refunds are always issued to the original payment method wherever possible. The time taken for a refund to appear in your account after we initiate it is determined by your bank or payment provider, not by us.

Subscription Orders

For Roam Subscription orders (The Starter Roam, The Full Roam, The Grand Roam):

• These are prepaid, multi-delivery orders, and individual deliveries within a subscription cannot be cancelled
• If there is a consistent quality issue across multiple deliveries, contact us and we will work out a fair resolution case by case
• 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. Samplers are specifically designed for trying new coffees, so not enjoying the taste is not grounds for a refund. Tasting notes and cup scores are published to help you make an informed choice before buying.

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.

Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, complaints that are not resolved through our normal support channels may be escalated to our Grievance Officer.

• Grievance Officer, Five Roam Coffee
• Email: contact@fiveroamcoffee.com
• Address: 2nd Floor, Plot No 2A, Kh. No. 51/1, Jai Vihar, Najafgarh, New Delhi, 110041

We will acknowledge any complaint within 48 hours of receiving it and work to resolve it within 30 days.

Contact Us

Five Roam Coffee

• General enquiries: contact@fiveroamcoffee.com
• Order enquiries: orders@fiveroamcoffee.com
• Phone: +91-8800-191210
• Hours: Monday–Saturday, 10am–6pm IST
• Address: 2nd Floor, Plot No 2A, Kh. No. 51/1, Jai Vihar, Najafgarh, New Delhi, 110041