Refund policy

Effective Date: June 19, 2025

Herway Coffee Roasters Private Limited ("we," "us," or "our") operates the e-commerce website https://herways.co (the "Site"), offering coffee products (instant coffee, ground coffee), coffee brewing equipment, and branded merchandise under the Herway Coffee™ brand. We are committed to ensuring your satisfaction with your purchases. This Return and Refund Policy outlines the conditions under which you may return or cancel orders, request refunds, or seek replacements, in compliance with India’s Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020. Please read this policy carefully before making a purchase.

1. Eligibility for Returns

We accept returns for all products (coffee products, mugs, brewing equipment, and other merchandise) under the following conditions:

• Defective Products: Items that are faulty or not functioning as described (e.g., defective coffee brewing equipment).
• Expired Products: Coffee products that are past their expiry date upon delivery.
• Damaged Products: Items damaged during shipping.

Non-Returnable Items

The following items are not eligible for returns:

• Food products (e.g., instant coffee, ground coffee) that have been opened or used, unless defective, expired, or damaged.
• Personalized or customized merchandise (e.g., custom-engraved mugs).
• Products damaged due to customer misuse, improper handling, or neglect.

2. Return Timeframe

For defective, expired, or damaged products, you must contact us within 2 hours of delivery to initiate a return. Provide photos of the product and packaging to support your claim (see Section 3).

3. Return Process

To initiate a return, follow these steps:

1. Contact Us: Reach out within 2 hours of delivery via:
   • Email: hello@herways.co
   • Phone: 02269620562
   • Shopify Return Portal: Access through your account on the Site.
   • Contact Form: Available on the Site.
   Provide:
   • Your order number (proof of purchase).
   • A description of the issue (defective, expired, or damaged).
   • Clear photos of the product and packaging showing the defect, expiry date, or damage.
2. Approval: We will review your request and, if approved, provide a prepaid return shipping label and instructions.
3. Return Shipping: Pack the product securely in its original packaging (if possible) and ship it to:

   Herway Coffee Roasters Private Limited
   Herway Brew Labs, BM Road, Kushalnagar, Kodagu, Karnataka, India 571234

   We cover all return shipping costs for eligible returns.
4. Inspection: Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund or replacement.

4. Refunds

• Eligibility: Refunds are issued for eligible returns after we receive and inspect the product, confirming it meets the conditions outlined in Section 1.
• Amount:
  • Full Refund: For defective, expired, or significantly damaged products, including original shipping costs.
  • Partial Refund: For minor damage or issues, as determined on a a case-by-case basis.
• Method: Refunds are issued to your original payment method your (e.g., credit card, UPI) within 3–7 business days of receiving the returned item, item depending on your bank or payment provider’s processing times.
• Store Credit: At your request, we may issue a store credit instead of a refund, valid for future purchases on the Site.

5. Replacements

For defective, expired, or damaged products, you may request a replacement instead of a refund, subject to product availability. We will ship the replacement at no cost to you.

6. Order Cancellations

• Before Shipping: You may cancel your order before it is shipped by contacting us via:
  • Email: hello@herways.co
  • Phone: 02269620562
  No fees apply, and a full refund will be issued to your original payment method within 3–7 business days.
• After Shipping: Orders cannot be cancelled once shipped, except in emergency special cases. Contact us immediately to discuss. If approved, the order may be returned under the conditions in Section 1 after delivery.

7. Payment Gateway Refunds

We process refunds through our payment gateways (e.g., Razorpay, others integrated with Shopify). Refund timelines depend on the gateway and your bank, typically taking 3–7 business days. Contact us if you experience delays.

8. Warranties and Guarantees

Certain products, such as coffee brewing equipment, come with a manufacturer’s warranty. Warranty details are provided in the product description or packaging. Contact us at hello@herways.co for warranty-related inquiries or claims.

9. Subscription Orders

• You may cancel your subscription at any time through your account on the Site or by contacting us via email or phone.
• Returns for subscription deliveries follow the same eligibility criteria and process as regular orders (Sections 1–3).

10. Contact Us

If you have questions or need assistance with returns, refunds, cancellations, or warranties, please contact us at:

Herway Coffee Roasters Private Limited
Herway Brew Labs, BM Road, Kushalnagar, Kodagu, Karnataka, India 571234
Email: hello@herways.co
Phone: 02269620562

11. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in our practices or legal requirements. The updated policy will be posted on the Site with a revised “Effective Date.” We encourage you to review this policy periodically.

12. Grievance Redressal

If you have unresolved issues regarding returns or refunds, or cancellations, please contact us at hello@herways.co. We aim to resolve complaints within 15 days, as required by the Consumer Protection (E-Commerce) Rules, 2020. You may also escalate disputes to the National Consumer Helpline or a consumer forum.