Refund & Return Policy
If the moon got it wrong, we make it right.
Last Updated: October 16, 2026
1. Our Satisfaction Guarantee
We stand behind everything we send. If you are not satisfied with your order, tell us and we will make it right. The terms below explain returns, refunds, exchanges and cancellations.
2. Return Window
You may request a return by email within 30 days of receiving your order. Requests after 30 days are considered case by case, at our discretion.
3. Conditions for Returns
To qualify for a return:
- Unopened coffee only: Coffee must be sealed, in its original, unopened packaging. Coffee is perishable, so opened coffee cannot be returned unless it is defective (see Section 6).
- Original packaging: Items must come back in their original packaging, including any outer shipping materials.
- Proof of purchase: Include your order number or confirmation email.
4. How to Start a Return
To start a return:
- Contact us by email at [email protected] with the subject line “Return Request”, your order number, the item(s) you are returning, and why.
- Wait for our reply. Within 2 business days we will send you a return number and shipping instructions.
- Ship the item(s) back by any method you choose, with the return number on the outside of the package. Use a trackable service so you know the return reached us.
Wait for your return number before sending anything. Returns sent without one may be refused or delayed.
5. Refund Timeline and Method
Once we receive and inspect your return, we will email you to say whether your refund is approved.
Approved refunds go back to your original payment method within 5 to 10 business days, as a credit from Cairé Roasters. Your bank or card issuer may take another billing cycle to show it on your statement.
6. Damaged, Wrong, Missing or Lost Orders
If anything arrives broken, damaged, misprinted or wrong, or something is missing, tell us at [email protected] within 14 days of delivery, with:
- Your order number
- What happened
- A photo of the item and its packaging
Once we have seen the photo, we ship a free replacement, and you do not need to send anything back. If the item is sold out, we refund it in full to your original payment method. This covers coffee, prints and objects, and every A Ordem parcel.
Lost parcels: if tracking has not moved in 10 business days, or says delivered and nothing came, write to us. We trace it and send a new one.
Replacements ship at our cost.
This applies to opened coffee too. If you open it and the coffee is stale, tastes off, or is otherwise defective, write to us and we will make it right.
Report a problem7. Non-Refundable Items
These cannot be returned or refunded:
- Opened coffee (unless it is defective, as described in Section 6)
- Gift cards or promotional credits
- Final sale or clearance items, unless stated otherwise at the time of purchase
8. Shipping Costs for Returns
Standard returns: You pay the return shipping. Use a trackable method; we cannot be held responsible for returns lost in transit.
Damaged, wrong, missing or lost items: Replacements ship at our cost, and you will not be asked to send anything back (see Section 6).
9. Cancelling A Ordem
You may cancel A Ordem at any time from the link in your receipt email, or by writing to us at [email protected].
A Ordem and A Ordem + Copo are billed one moon at a time. Cancel before the next moon is billed and you are not charged again. A moon already billed has already shipped, so it is not refunded, unless it arrives damaged, wrong or missing (Section 6).
The Full Cycle is paid once ($399) and ships 8 moons. If you cancel before the first moon ships, we refund it in full. After that, cancelling stops the moons still to come and refunds $399 minus $54 (the A Ordem + Copo price) for each moon already shipped. The refund goes back to your original card automatically and shows within a few business days:
| moons shipped | back to your card |
|---|---|
| none yet | $399 |
| 1 | $345 |
| 2 | $291 |
| 3 | $237 |
| 4 | $183 |
| 5 | $129 |
| 6 | $75 |
| 7 | $21 |
| all 8 | nothing to refund |
Mestre comes with finishing a cycle, so cancelling the Full Cycle early means you do not become a Mestre.
To pause instead of cancelling, write to us.
10. Exchanges
To exchange an item, return the original (see Section 4) and place a new order for the one you want in our online shop.
11. Contact Us
Questions about returns, refunds, or this policy:
Cairé Roasters
Email: [email protected]
Oregon, United States