Refund policy

Our Commitment

At Hometown Cafe, we take pride in the quality of every bag of coffee we roast and every merchandise item we offer. If your order arrives damaged, defective, incorrect, or incomplete, we are committed to resolving the issue fairly and promptly.

Please read the following policy before placing an order through our online store.

Roasted Coffee

As roasted coffee is a perishable food product, all coffee bean and ground coffee sales are final and are not eligible for return, exchange, or refund once delivered.

Exceptions may be made only if:

  • You received the wrong coffee or roast.
  • The product arrived damaged or compromised during shipping.
  • The product has a verified manufacturing or packaging defect.
  • An item is missing from your order.

To help us assess your request, any concern must be reported within 48 hours of receiving your order and must include:

  • Your order number
  • Clear photographs of the product and packaging
  • A brief description of the issue

Please do not discard the product or packaging until your request has been reviewed.

Because coffee is a natural agricultural product, slight variations in flavor, aroma, color, or appearance between batches are normal and are not considered defects. Taste preference or differences in brewing methods are likewise not grounds for a refund or replacement.

Merchandise

We accept returns or exchanges for eligible merchandise under the following conditions:

  • The item arrived damaged or defective.
  • An incorrect item was shipped.
  • The item remains unused, unwashed, in its original condition, and in its original packaging, with tags attached where applicable.

Requests must be submitted within 7 calendar days of receiving your order.

Returned merchandise must first be approved by Hometown Cafe before it is shipped back. Items returned without prior authorization may not be accepted.

Non-Returnable Items

Unless they arrive damaged, defective, or incorrect, the following items are not eligible for return, exchange, or refund:

  • Roasted coffee (whole bean or ground)
  • Coffee that has been opened or whose packaging seal has been broken
  • Gift cards
  • Personalized or custom-made merchandise
  • Sale, clearance, or promotional items
  • Loyalty rewards, complimentary items, or products redeemed through promotions

Order Cancellations

Orders may be cancelled only before they have been roasted (if applicable), packed, or shipped.

Once an order has entered fulfillment or has been handed over to the courier, it can no longer be cancelled.

Shipping & Delivery

Delivery times are estimates and may vary depending on the courier, weather conditions, destination, or other circumstances beyond our control.

Customers are responsible for providing complete and accurate shipping information. Hometown Cafe is not responsible for delays, failed deliveries, or additional shipping costs resulting from incorrect or incomplete delivery information.

If a package is returned to us due to an incorrect address, unsuccessful delivery attempts, or refusal to accept the shipment, additional shipping charges may apply before the order can be resent.

Refund Processing

If a refund is approved, it will be issued using the original payment method whenever possible.

Approved refunds may take 5–15 business days to appear, depending on your bank or payment provider.

Original shipping charges, payment processing fees, and return shipping costs are non-refundable unless the error was caused by Hometown Cafe.

Policy Abuse

To protect all customers, Hometown Cafe reserves the right to decline refund, return, exchange, or replacement requests where there is evidence of misuse, repeated excessive claims, fraudulent activity, or false or misleading information.

Limitation of Liability

Our liability is limited to the purchase price of the affected product. Hometown Cafe shall not be liable for any indirect, incidental, or consequential damages arising from the purchase, use, or misuse of our products, or from circumstances beyond our reasonable control.

Contact Us

If you believe your order qualifies for a return, replacement, or refund, please contact us as soon as possible.

Please include:

  • Your order number
  • Your full name
  • A description of the issue
  • Clear photographs of the product, packaging, and shipping label (if applicable)

Email: hometowncafeph@gmail.com

Thank you for choosing Hometown Cafe. We appreciate your trust and are committed to delivering freshly roasted coffee and thoughtfully crafted merchandise with the quality and care you deserve.