Refund policy

**Last updated:** June 5, 2026

Damata Coffee Wholesale is a B2B wholesale supplier of roast-to-order specialty coffee. Because every order is custom-roasted for our wholesale customers, our refund policy reflects the nature of fresh, perishable, made-to-order product.

## 1. All Sales Final

All wholesale orders are **final** once roasting begins. Because we roast to order — not from stock — once production starts, the coffee cannot be returned to inventory or resold.

This includes:
- Whole bean and ground coffee in any bag size (5lb, 12oz, 8oz)
- Private label (custom-branded) orders
- Volume tier pricing orders
- All deposit-and-withdraw balance orders

## 2. Order Cancellation Window

You may cancel an unfulfilled order within **2 hours** of placing it, before roasting begins, for a full refund. After 2 hours, the order enters production and cannot be canceled.

To cancel: email **orders@damata.coffee** with your order number. Cancellation is confirmed only when you receive a written confirmation from us.

## 3. Exceptions — When We Issue Refunds or Replacements

We will replace, credit, or refund (at our discretion) in these cases:

**a) Damaged in transit**
If your package arrives visibly damaged or product is unusable due to shipping damage, report it within **48 hours of delivery** with:
- Photos of the package exterior
- Photos of the damaged product
- Your order number

We will work with the carrier to file a claim and issue a replacement or credit.

**b) Wrong items shipped**
If we ship the wrong items (wrong SKU, wrong grind, wrong quantity), report within **48 hours of delivery**. We will ship the correct items at no additional cost, or issue a credit if preferred.

**c) Quality defect**
If coffee arrives roasted to a different profile than ordered, or shows manufacturing defect, contact us within **7 days of delivery** with a description and sample (if requested). We will assess and offer replacement or credit at our discretion.

**Subjective taste preferences are not eligible for refund.** Our coffee profile is described on our product pages — please order a sample first if uncertain.

## 4. Private Label Orders

Private label (custom logo) orders are made specifically for your brand and are **non-refundable** in any circumstance other than physical damage in transit or our packaging error (wrong logo applied).

Once logo files are approved and production starts, the order cannot be canceled or modified.

## 5. Long-Form Wholesale Programs (Deposit + Withdraw)

If you've prepaid for a balance of coffee (deposit + scheduled withdrawals model):
- Withdrawals can be paused or rescheduled at any time
- Unused balance remains in your account
- Refunds of unused balance are available only in cases of business closure or significant material change, and require written request
- Locked tier pricing remains valid while balance exists

## 6. How to Submit a Claim

Email **orders@damata.coffee** with:
- Order number
- Description of the issue
- Photos (required for damage / wrong item claims)
- Your preferred resolution (replacement / credit / refund)

We respond within 2 business days. Resolutions typically processed within 5-7 business days.

## 7. Refund Processing

Approved refunds are issued to the original payment method:
- **Credit/debit card**: 5-10 business days to appear on statement
- **Wire transfer / ACH**: refunded via ACH to your business bank account within 7-10 business days

Refunds do not include shipping charges paid on the original order unless the issue was caused by our shipping error.

## 8. Contact

**Email:** orders@damata.coffee
**Customer service hours:** Monday–Friday, 9 AM–5 PM ET