Thank you for shopping with PH6 Coffee. This policy applies to all purchases made through our website or direct sales. Our goal is to be transparent, fair to our customers, and responsible as a seller.

1. Return Window

We offer a 30-day return window for non-perishable goods and a 14-day return window for food and beverage products. The window starts from the date your order is delivered. Eligibility depends strictly on the product category as defined in Section 2 below.

2. Category-Specific Eligibility

Category A: Non-Perishable Goods (Clothing, Accessories, Equipment)

To be eligible for a return in this category:

• The item must be in the same condition as when you received it.

• Clothing & Accessories: Must be unworn, unwashed, and with all original tags still attached.

• Equipment: Must be unused and returned in its original packaging.

• You must provide the receipt or valid proof of purchase.

Category B: Food & Beverages (Roasted Coffee, Instant Coffee)

Due to international food safety and hygiene regulations, stricter rules apply to this category:

• Unopened Items: Returns are accepted only if the original bag seal or heat seal is completely unbroken and intact. The 14-day return window applies from the date of delivery.

• Opened Items: We cannot accept returns on opened coffee bags for any reason, including change of mind or taste preference. This is a firm food hygiene requirement.

• Quality Defects: If there is a verified quality issue (e.g., faulty packaging seal, mould, off-odour, or incorrect roast/product), please refer to Section 4 (Damages & Issues) below.

• Custom Ground Coffee: Coffee ground to a specific grind size requested by the customer (e.g., fine for espresso, coarse for French press) is a Final Sale item and cannot be returned or exchanged once ground.

3. How to Start a Return

To initiate a return, contact us at support@ph6coffee.com within your applicable return window.

1. Describe the issue and attach your proof of purchase. For damaged or defective items, please also include a clear photo and the batch code printed on the bag.

2. Our team will review your request and confirm eligibility within 2 business days.

3. If your return is approved, we will send you further instructions based on the reason for return (see Section 5 for shipping cost responsibility).

4. Return Address: 1383/433, 3rd Floor, DEX CO WORK, 5th Block, 1st Stage HBR Layout, Service Road, Outer Ring Road, Bangalore 560045

Important: Items sent back without prior approval will not be accepted and may not be returned to you.

4. Damages, Defects & Incorrect Orders

Please inspect your order immediately upon delivery. If you encounter any of the following issues, contact us within 48 hours of delivery at support@ph6coffee.com:

• The item is defective or damaged (e.g., punctured coffee bag, broken seal, damaged equipment).

• You received the wrong product, wrong roast, or wrong grind size.

• The item does not match the product description on our website.

What to include in your email:

• A clear photo of the damaged or incorrect item.

• The batch code printed on the bag (for coffee products).

• Your order number and proof of purchase.

Resolution: PH6 Coffee reserves the right to determine the appropriate remedy. We will first offer a replacement of the same product. A full refund will be issued only if a replacement is not possible or not available. We appreciate your understanding as this allows us to serve all our customers fairly.

Note: Claims submitted after 48 hours of delivery may not be accepted, as it becomes difficult to verify the condition of the product at the time of receipt.

5. Return Shipping Costs

Who pays for return shipping depends on the reason for the return:

How to ship: Once your return is approved, ship the item to our return address. We recommend using a tracked courier service. PH6 Coffee is not responsible for items lost in transit on customer-paid returns.

6. Condition of Returned Items

The refund or exchange is conditional on the returned item arriving back at our facility in the condition you described when requesting the return. Specifically:

• Packaging must be intact and undamaged on arrival.

• For coffee returns (unopened): The original seal must still be unbroken when received by us.

• For equipment: The item must be in its original packaging with all accessories included.

If the item arrives in a condition that does not match your original description, we reserve the right to decline the refund or offer a partial refund based on the actual condition.

7. Non-Returnable Items — Final Sale

The following items are not eligible for return or exchange under any circumstances:

• Opened coffee bags (any roast, any format).

• Custom-ground coffee (any grind size ground to customer specification).

• Items purchased during clearance or promotional sales marked as Final Sale.

• Gift cards.

8. Exchanges

We do not offer direct exchanges. The fastest way to get the product you want is:

1. Submit a return request and have it approved (per this policy).

2. Once approved and your return is received, place a new order separately for the item you want.

This ensures you get the correct item without delay.

9. European Union (EU) — 14-Day Cooling Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason, without justification.

Important food exception under EU law: The right of withdrawal does not apply to sealed food products (including coffee) that have been unsealed after delivery, as they are not suitable for return on health protection or hygiene grounds. (EU Directive 2011/83/EU, Article 16(d).)

For all other eligible items returned under the EU cooling off period, the item must be in its original condition, with original tags and packaging, and you must provide proof of purchase.

10. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome within 2 business days.

• Approved: If approved, a refund will be issued to your original payment method within 10 business days of approval.

• Declined: If the return does not meet our policy conditions (e.g., seal broken, item in different condition than described), we will notify you with a clear reason and, where possible, return the item to you.

• Bank processing: Please allow an additional 3–5 business days for your bank or card provider to post the refund to your account.

• Partial refunds: In cases where the item arrives back in a condition different from what was described, a partial refund may be issued at our discretion.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@ph6coffee.com.

Contact Us

For all return, refund, or product quality queries:

• Email: support@ph6coffee.com

• Please quote your order number and attach relevant photos where applicable.

• We aim to respond to all queries within 2 business days.