Refund policy
RETURNS AND REFUNDS
Last updated: July 8, 2026
OUR GUARANTEE
We roast your decaf fresh and dispatch it within 1 business day. That is the whole reason it tastes the way it does, and it is why we can make you this promise.
If you don't think your first order is as good or better than any other decaf you've had, tell us within 30 days of delivery and we'll refund it.
You don't need to send anything back. Keep the coffee, give it to a friend, or finish the bag while you decide. Just email hello@decafco.com with your order number and we'll take care of the rest.
Before you go, one offer. A surprising number of "this isn't for me" moments come down to grind size, dose, or brew method rather than the coffee itself. If you'd like, our team is happy to help you dial it in first. It's completely optional and it won't affect your refund either way.
THE DETAILS OF THE GUARANTEE
The guarantee applies to your first order of coffee from decafco.com, including orders placed with a discount or founding customer offer. Yes, really. If you bought your first bag on sale and you don't love it, it's still covered.
It covers one order per customer and standard retail quantities. Requests need to reach us within 30 days of the delivery date shown on your tracking.
Refunds go back to your original payment method, usually within 5 to 10 business days of approval. We refund what you paid for the coffee. Where a separate shipping charge applied to your order, that charge is not included in the refund.
The guarantee applies to purchases made directly through decafco.com. We can't cover products bought through other retailers or marketplaces, but if something is wrong with a Decaf Co product wherever you bought it, contact us and we'll do our best to help.
DAMAGED, INCORRECT, OR MISSING ITEMS
If your order arrives damaged, or you receive the wrong item, or something is missing, that's on us and we'll fix it immediately.
Contact us at hello@decafco.com within 7 days of delivery with your order number and a photo of what arrived. We'll send a replacement or issue a full refund, including shipping, at no cost to you. No need to return anything.
ORDERED THE WRONG COFFEE?
We grind and pack your coffee to order. That's what keeps it fresh, and it also means a ground bag can't come back to us and be resold.
If you notice a mistake, email us straight away. If your order hasn't shipped yet, we'll happily change the grind, the coffee, or the whole order at no charge. Orders move quickly here, usually within 24 hours, so the sooner you write, the more we can do.
Once an order has shipped, we're unable to refund or exchange coffee for change of mind or incorrect selection. If it's your first order, the guarantee above still has you covered. If you're a returning customer who's ended up with a bag that doesn't suit, reach out anyway. We can't promise a refund, but we'll always try to find a sensible way forward.
SUBSCRIPTIONS
You can skip, pause, reschedule, or cancel your subscription anytime through your account, up until your billing date.
Once a subscription payment has processed, that order is roasted, ground, and packed to order, so it will ship as planned and isn't eligible for a change of mind refund. The damaged and incorrect items promise above applies to every subscription order, always.
Cancelling a subscription and requesting a refund are two separate things. If you no longer want future orders, please make sure your subscription is cancelled in your account, as a refund request on its own doesn't stop future billing.
MERCHANDISE AND BREWING EQUIPMENT
Unused merchandise and brewing equipment in original packaging can be returned within 30 days of delivery for a refund. Email us first at hello@decafco.com to arrange it. Return shipping is at your cost and we recommend a tracked service, as we can't refund items that don't reach us. There is no restocking fee.
Items showing signs of use, missing parts, or missing original packaging may be eligible for a partial refund or store credit at our discretion. Gift cards are non-refundable.
GIFTS
If your item was marked as a gift at purchase and shipped directly to you, approved refunds are issued as a Decaf Co store credit for the value of the item, so the surprise stays intact.
A FEW THINGS WE CAN'T COVER
We want this policy to be generous and we also want to be straight with you about its edges.
Packages confirmed as delivered by the carrier to the address provided at checkout are considered delivered. If your tracking says delivered but you can't locate the package, check with household members and neighbors, allow 24 hours, then contact us and we'll help you investigate with the carrier.
If a delivery fails because the address supplied at checkout was incorrect or incomplete, we can reship the order once it's returned to us for an additional shipping charge, or refund the order less the original shipping cost.
If a parcel is returned to us because it wasn't collected or accepted, redelivery incurs an additional shipping charge.
Returns sent to us without contacting us first can't be processed or refunded, so always email before sending anything back.
Carrier delays, while frustrating, are outside our control once an order is dispatched. Estimated delivery dates are estimates, and delays alone aren't grounds for a refund. If a package is genuinely lost in transit, contact us and we'll resolve it with the carrier on your behalf.
Orders that appear to abuse the guarantee, including repeated claims across accounts or resale quantities, may be declined at our discretion.
LATE OR MISSING REFUNDS
If an approved refund hasn't appeared, check your bank account first, then contact your card issuer, as posting can take several business days on their side. If 15 business days have passed since your refund was approved and it still hasn't arrived, email us at hello@decafco.com and we'll chase it down.
CONTACT
Decaf Co LLC
1606 West Stassney Lane, Unit 2, Austin, TX 78745
hello@decafco.com
Questions about anything above, or a situation this policy doesn't quite fit? Write to us. A real person reads every email.