Refund and Returns Policy

Overview

When you contact us regarding a refund or a return, please state the situation clearly, including the dates and product information to help us fully understand the situation. Although we are a small independent merchant, we do have a large and diverse staff, many of which will not know your situation or of your purchase. Please help us help you by being clear with what has happened, and what the issue is. We pride ourselves on our customer service, and genuinely want to help make things better for everyone.

• Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
• Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned. 
• To complete your return, we require a receipt or proof of purchase.
• There are certain situations where only partial refunds are granted:
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed immediately. A credit will automatically be applied to your credit card or original method of payment. This should show on your original form of payment within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Next, contact your credit card company. It may take some time before your refund is officially posted. Following that, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at cupperscommunity@gmail.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at 403-380-4555.

 

Gifts

If the item was purchased as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. Refunds are made only to the original purchaser of the gift.

 

Shipping returns

Before shipments are sent back to Cupper’s, please contact us at 403-380-4555. We will discuss and arrange for the return with you.

After arrangements have been finalized, returns should be sent to Cupper’s Coffee & Tea, 1502C 3 Avenue South, Lethbridge, Alberta, T1J 0K8.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Need help with a return or refund?

Contact us by phone at 403-380-4555 or by email at cupperswholesale@gmail.com for questions. We’re happy to help!