Returns & Refunds Policy
Last Updated: July 2026
1. Overview
This Returns & Refunds Policy applies to all purchases made through coffeesooq.com/in, operated by COFFEESOOQ PRIVATE LIMITED (CIN: U47211MH2025PTC458368) ("CoffeeSooq", "we", "our", or "us").
CoffeeSooq is an online specialty coffee marketplace and retailer offering coffee beans, ground coffee, capsules, brewing equipment, accessories, and related products across India.
This policy outlines your rights and obligations regarding returns, replacements, cancellations, and refunds. By placing an order on coffeesooq.com/in, you agree to this Returns & Refunds Policy.
2. Return Window
Coffee Equipment & Accessories
Eligible coffee machines, grinders, brewers, kettles, mugs, accessories, and other non-consumable products may be returned within 14 days of delivery, provided they meet the eligibility requirements outlined in this policy.
Coffee Products & Consumables
Due to food safety and hygiene requirements, coffee beans, ground coffee, coffee capsules, coffee pods, syrups, beverages, and other consumable products are generally non-returnable once delivered unless:
- The item is defective.
- The item is damaged during delivery.
- The wrong item was delivered.
- The product has expired before delivery.
3. Return Eligibility Conditions
To be eligible for a return, products must:
- Be returned within the applicable return period.
- Be unused and in their original condition.
- Include original packaging, accessories, manuals, labels, and documentation.
- Not show signs of misuse, damage, alteration, installation, or excessive handling.
- Match the product originally delivered.
CoffeeSooq reserves the right to inspect returned products before approving a refund, replacement, or exchange.
4. Non-Returnable Items
The following items are not eligible for return unless defective, damaged, expired, or incorrectly delivered:
- Coffee beans, ground coffee, capsules, pods, syrups, beverages, and other consumable food products.
- Opened food or beverage products.
- Products with broken manufacturer or hygiene seals.
- Customized or personalized products.
- Gift cards or promotional vouchers.
- Clearance, final-sale, or non-returnable items.
- Products specifically marked as Non-Returnable on the product page.
- Products damaged due to misuse, improper storage, negligence, or unauthorized repairs.
5. Damaged, Defective, Expired, or Incorrect Items
If you receive a damaged, defective, expired, or incorrect product, you should notify CoffeeSooq within 48 hours of delivery.
To assist with verification, we may request:
- Photographs of the product.
- Photographs of the packaging.
- Your order number.
- Additional supporting information where reasonably required.
If the claim is approved, CoffeeSooq may offer one of the following remedies:
- Replacement product.
- Store credit.
- Full or partial refund.
Subject to product availability and applicable Indian consumer protection laws.
6. Return Process
To initiate a return:
- Contact Customer Support or submit a return request through your CoffeeSooq account.
- Provide your order number and the reason for the return.
- Our team will review your request and confirm eligibility.
- If approved, return instructions or pickup arrangements will be provided where applicable.
- Returned products will be inspected before the final refund or replacement is approved.
CoffeeSooq reserves the right to reject unauthorized or ineligible returns.
7. Refunds
Refund Approval
Refunds are issued only after:
- Return eligibility has been confirmed.
- Returned products have been received and inspected, where applicable.
Refund Processing Time
Approved refunds are generally processed within 7–14 business days.
Actual processing times may vary depending on the payment gateway, issuing bank, card network, UPI provider, wallet provider, or other financial institutions.
Refund Method
Refunds will generally be issued through:
- The original payment method used for the purchase; or
- Store credit, where agreed by the customer.
8. Shipping Charges
Original shipping charges are generally non-refundable.
Return shipping costs may be deducted from the refund amount where permitted by applicable law.
If the return is due to a CoffeeSooq error, damaged item, defective product, expired product, or incorrect delivery, CoffeeSooq or the respective marketplace seller will bear the reasonable return shipping cost.
9. Order Cancellations
Before Shipment
Orders may be cancelled before dispatch for a full refund.
After Shipment
Once an order has been shipped, cancellation may no longer be possible. Customers may instead be required to follow the applicable return process, subject to product eligibility.
10. Marketplace Seller Responsibility
CoffeeSooq operates as both a retailer and an online marketplace.
Products may be sold directly by CoffeeSooq or by independent third-party sellers.
For marketplace orders:
- Sellers are required to comply with this Returns & Refunds Policy.
- CoffeeSooq may assist in resolving disputes between customers and sellers.
- Customers continue to receive protections available under applicable Indian consumer protection laws.
11. Rejected Returns
A return request may be rejected if:
- The product falls within a non-returnable category.
- The return request is submitted outside the applicable return period.
- The product has been used, opened, consumed, installed, or damaged by the customer.
- Original packaging, accessories, manuals, or components are missing.
- The returned product does not match the original order.
Rejected products may be returned to the customer at the customer's expense where applicable.
12. Consumer Rights
Nothing in this policy limits any statutory rights available to consumers under applicable Indian law.
Customers remain entitled to protections provided under:
- Consumer Protection Act, 2019.
- Consumer Protection (E-Commerce) Rules, 2020.
- Information Technology Act, 2000 (where applicable).
- Any other mandatory consumer protection legislation applicable in India.
13. Google Merchant Center Compliance
To ensure transparency and compliance with Google Merchant Center requirements:
- Return eligibility is clearly disclosed on applicable product pages.
- Return periods are clearly communicated before purchase.
- Refund policies are publicly accessible.
- Customers can contact CoffeeSooq regarding returns, replacements, and refunds.
- Refund requests are processed fairly and within reasonable timeframes in accordance with applicable law.
14. Contact Information
COFFEESOOQ PRIVATE LIMITED
CIN: U47211MH2025PTC458368
Registered Office:
Celestia Spaces Tower A T J Road Sewri Mumbai, Maharashtra 400015 India
Customer Support Email: support@coffeesooq.com
Website: coffeesooq.com/in
Customer Support Hours:
Monday – Friday, 10:00 AM – 6:00 PM (IST)
This Returns & Refunds Policy forms part of the Terms & Conditions governing the use of coffeesooq.com/in.