We completely understand that occasionally situations don’t go as planned, and rest assured, we’ve got you covered! Please read the below Returns & Refund Policy before making a purchase online or in-store.
Final Sale Policy on Coffee Products
Ordering Online
All coffee purchases made on our website are considered final sale.
Your payment is processed before we begin preparing your custom order. After your order is placed, you’ll receive an email confirmation. Once your coffee has been transferred to our designated carrier, you’ll receive a second email, confirming shipment. At this stage, the coffee is beyond our control.
Order Discrepancy
While we take great care to ensure the accuracy of all orders leaving our Roastery, mistakes can occasionally occur. If the items you received differ from your order confirmation, please contact us at sales@beaverrock.com. We will try to work with you to quickly to resolve the issue, typically by sending you the correct coffee at no additional cost. Should we require unopened coffee to be returned, we will provide you with a pre-paid shipping label to facilitate the return at our expense. Please be aware that in order to meet our commitment to high quality Food & Safety Standards, we may refuse your request.
Damages During Shipping
We ensure all coffee leaving our Roastery meets our quality standards. If you suspect your order was damaged during shipping, please notify us at sales@beaverrock.com within 48 hours of receiving your package. We will then investigate the matter and work with you to resolve the issue promptly.
Order Errors
If you realize after shipment or upon receiving your order that you’ve selected the wrong product, please contact us at sales@beaverrock.com. We will assist you in finding the most cost-effective solution to correct the issue.
Conditions for Returns
In order for goods to be eligible for a return, please make sure that:
- The item(s) were received in the last 3 calendar days – this will also be verified internally using our shipping partner, and your order number.
- The item(s) are sealed in the original packaging – including all original attached tags and/or receipts.
- The item(s) are in brand new and never-opened/never-used condition – this will be verified internally with our team.
- The item(s) were purchased directly from us – we cannot accept returns purchased elsewhere.
The following Goods cannot be returned:
- Item(s) that have been soiled, stained or intentionally damaged.
- Item(s) that contain water, fire, or smoke damage.
- Item(s) that are counterfeit, not our original design or never sold by us.
- Item(s) that have been marked “On Sale” or discounted as a “On Sale” or “Clearance” at the time of purchase.
- Item(s) that have been sold to countries outside Ontario, Canada.
- Item(s) that have been clearly marked and sold in one or any of the following categories:
- Whole Bean
- Special Reserve
We reserve the right to refuse returns of any item that does not meet the above return conditions at our sole discretion.
Returns Process
In order to process a return we kindly ask that you email us at sales@beaverrock.com with a detailed description of your issue. In some cases we may ask you to complete the Returns & Refunds online form (a link will be sent to you via email from one of our staff), a pre-paid shipping label will be made available to you, you will be responsible for bringing item(s) to your nearest approved delivery/drop-off location within the specified time mentioned in the Return & Refunds Request confirmation email.
Please Note:
- We cannot be held responsible for item(s) damaged or lost in return shipments.
- We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery.
- We are unable to issue a refund for the item(s) if returned items are sent with any unapproved other third-party carrier.
Exchanges
We do not offer exchanges on directly our website – though you may able to exchange an item or items in either our retail store, or cafe. Exchanges will be met with the same restrictions as returns, and if an item or items are not currently available or “out of stock”, an in-store/online credit will be applied to your account.
Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us:
Beaver Rock Roastery Inc.
40 Mills Road, UNITS A-C
Barrie, ON, Canada, L4N 6J9
Email: hello@beaverrock.com
Online: https://www.beaverrock.com/contact
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