Refund policy

Return & Refund Policy

We want you to love your coffee. If something's not right with your order, we'll make it right.

Our Guarantee

Coffee is a fresh, perishable product, so once a bag is opened we're not able to resell it - which means we can't accept returns for a simple change of mind. What we do guarantee is the quality of every bag we ship.

If your order arrives with any of the following, we'll sort it out:

Damaged in transit - torn bag, broken valve, crushed packaging
Wrong item received - you ordered X, we sent Y
Quality issue - the coffee itself is stale, defective, or not as described

Just email us within 48 hours of delivery at customercare@vanhugo.com with your order number and a photo of the issue, and we'll replace it, refund it, or send you a fresh bag - whichever you'd prefer.

Unopened, Unwanted Items

If you'd still like to return an unopened bag in its original, sealed packaging (for example, you ordered the wrong grind or roast), we accept these returns within 48 hours of delivery, provided:

The bag is unopened and seal is intact
You have your receipt or order confirmation
You've contacted us first to request a return (see below)

To start a return:

Email customercare@vanhugo.com with your order number and reason for return
Once approved, we'll send you a prepaid return label and instructions on where to send your package
Handover the parcel to the return pickup agent.

Items sent back without an approved return request will not be accepted, and we can't be responsible for anything lost in transit that wasn't arranged through us.

What's Not Returnable

For hygiene and safety reasons, we cannot accept returns on:

Any opened or used coffee bags (unless damaged, defective, or incorrect — see Our Guarantee above)
Sale or clearance items
Gift cards
Custom or subscription-personalized orders

If you're unsure whether your item qualifies, just email us — we're happy to check.

Exchanges

Want a different roast or grind instead? The fastest way is to request a return for your current item, and once it's approved, place a new order for what you'd like instead. This keeps things moving quickly rather than waiting on a swap.

Refunds

Once we receive and inspect your return (or confirm a damage/quality issue from your photos), we'll email you to confirm whether the refund is approved.

Approved refunds are issued to your original payment method within 10 business days
Your bank or card provider may take a few additional days to post the refund
Haven't seen it after 7 business days from our approval email? Email customercare@vanhugo.com and we'll look into it

Applicability

This policy applies to orders shipped within India and is governed by Indian law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. For any grievance not resolved to your satisfaction through the process above, you may also reach out to our Grievance Officer at customercare@vanhugo.com.

We recommend a quick legal review before publishing, particularly to confirm the Grievance Officer contact requirement and any additional disclosures required for e-commerce entities under Indian law.