Refund policy

Refund & Return Policy

At Luz Coffee LLC, we are committed to ensuring every customer receives a high-quality product. Because our coffee is freshly roasted to order and classified as a perishable food item, we handle order issues through replacements rather than traditional physical returns.

Return Policy Overview

  • Return Window: Issues must be reported within 14 days of delivery.

  • Physical Returns: Not accepted (perishable goods).

  • Restocking Fee: $0.00

  • Return Shipping Cost: $0.00 (Since we do not require items to be mailed back).

Damaged, Wrong, or Defective Items

If you receive the wrong item, or if the product arrives damaged or defective, please contact us immediately at support@luzcoffee.co.

  • Resolution: We will send a replacement of the correct/undamaged product at no cost to you.

  • Evidence: Please include your order number and a photo of the damaged or incorrect item in your email to expedite the process.

Non-Returnable Items

Due to health and safety regulations, we cannot accept physical returns of coffee. Once the coffee leaves our roasting facility, it cannot be restocked or resold. We also do not accept returns on gift cards.

Customer Entry Errors

Please review your order carefully before checkout. If an error is made on the customer’s end (such as entering the wrong shipping address, selecting the wrong grind type, or choosing the wrong roast), we are unable to offer a free replacement.

  • In these instances, a new order can be placed at the customer’s expense.

Shipping & Carrier Issues

If your package is marked as "Delivered" but you have not received it, or if it is lost in transit by the carrier, please contact us within 7 days.

  • We will evaluate these situations on a case-by-case basis to assist with carrier claims or provide a one-time replacement at our discretion.

Refunds

Because we offer replacements for fulfillment errors or damages, monetary refunds are issued only in exceptional circumstances (e.g., if a replacement is unavailable).

  • If a refund is approved, it will be processed to your original payment method within 5–7 business days.

Contact Support

For any questions regarding your order, please reach out to our team:

  • Email: support@luzcoffee.co

  • Phone: 541-975-4535 

  • Business Address: 5207 E 5th Ave #262, Eugene, OR 97402, United States