We guarantee customer satisfaction. We offer a 100% refund of the product total to our customers that are unhappy with any of our products when the following guidelines are applied.
We will honor returns/refunds if the following issues arise:
- Customer receives any coffee other than what they ordered.
- Customer receives any grind of coffee other than what they ordered.
- Coffee was damaged during shipment.
Order may need to be shipped back for return or exchange. Please contact us via our Contact page for details. In the case of a credit refund or exchange, you will receive a credit/exchange once the product has been returned.
We will not honor returns/refunds for the following reasons:
- Customer does not like particular coffee they ordered.
- Customer states the coffee was "not what [they] expected" or "not what [they] are used to from another company".
- Hendma was not notified within 14 days after delivery.
- Extenuating circumstances including fraud.
If customer is requesting a product refund or an exchange, we require customers to ship back at least 80% of the original order of opened product.
For 1lb bag, you must return at least 12oz. For 0.5lb bag, you must return at least 0.4lb or 6.4oz.
Any unopened product will also need to be sent in for a refund or exchange.
Upon receipt of the product we will review the request and issue credit/excange for the prior purchase. You must make contact with Customer Service within 14 days upon the delivery and the product must be received back in our warehouse within 30 days from the delivery date.
If you do not return any product, you will not receive any refund or be able to exchange the product.
There may be a 15% restocking fee for certain coffees and will be applied at Hendma's discretion on a case by case basis.
ExchangesWe do not offer exchanges at this time.
Return Merchandise Authorization (RMA) InformationIf you need to send a product back to us for credit or exchange, please contact us via our Contact page and get an RMA number first. An RMA number allows us to recognize your return when it comes in and allows an easy process for credit or exchange. We do not honor returned product without an assigned RMA number.
Shipping costs are non-refundable. Shipping is part of the transaction, not the product. If the product is defective or damaged, we will refund the original shipping charge and send you a new product. If a product is exchanged or returned for credit, then the customer is responsible for the return shipping costs, reshipping costs, and any damaged incurred on the way to Hendma. All shipments will be made via FedEx Ground.