Refund Policy
At Ko Ho Coffee Co, every order is roasted fresh in small batches with great care and attention. Because of the perishable and handcrafted nature of our roasted coffee, we maintain a focused refund policy to ensure fairness and quality assurance for all our customers.
Eligibility for Refunds
We offer refunds or replacements in the following situations:
- Package not received: If your order has not been delivered within the estimated delivery window and is confirmed lost by DTDC, you are eligible for a full refund or a complimentary replacement shipment.
- Package damaged in transit: If your package arrives visibly damaged and the coffee inside has been compromised due to mishandling during transit, you are eligible for a refund or replacement.
How to Raise a Refund Request
To initiate a refund or replacement claim, please follow these steps:
- Contact us within 48 hours of receiving your order (or within 48 hours of the expected delivery date if the package was not received).
- Send us a clear photograph of the original package as received — including any visible damage to the outer packaging, inner packaging, and the product — for authentication purposes.
- Share your order number and DTDC tracking number along with your request.
Refund requests without photographic evidence of the damaged or tampered package cannot be processed.
Non-Refundable Situations
- Dissatisfaction with flavour profile or roast level (we encourage you to explore our tasting notes before purchasing)
- Incorrect address provided at the time of placing the order
- Delays caused by the courier beyond our control
- Opened packages that show no transit damage
Refund Processing
Once your refund request is approved and authenticated, the refund will be processed to your original payment method within 5–7 business days.
Contact Us
To raise a refund request or for any queries, please get in touch with us directly. We are committed to making things right for you.