Refund policy

RETURN & REFUND POLICY

Last Updated: August 25, 2026

At Closer Coffee, every order is roasted fresh, to order, specifically for you. Because our coffee is a made-to-order, perishable food product, the following policy explains your rights and how we handle any issues — clearly and fairly for both sides.

1. Your Right of Withdrawal & Why Fresh Coffee Is Exempt

Under EU consumer law, customers ordering online normally have a 14-day right of withdrawal. However, this right does not apply to goods that are perishable or made to the customer's specification. Our coffee is both: it is roasted to order for you and is a perishable food item.

For this reason, we are unable to accept returns or offer refunds on roasted coffee once your order has entered our roasting process. This protects the quality, freshness, and safety of what reaches you — we never resell food that has left our facility. This is standard practice for fresh, made-to-order coffee and is in line with EU consumer regulations.

2. If Something Is Wrong With Your Order

We stand fully behind every order. If any of the following happens, we will make it right:

  • Your package arrived damaged in transit, affecting the coffee inside.
  • You received the wrong blend, grind, or product.
  • The product reached you with a genuine defect (for example, a faulty packaging seal).

How we resolve it: Email us at hristo@theclosercoffee.com within 14 days of delivery, with your order number, a short description, and a photo of the issue. Once confirmed, we will send a free replacement right away. If a replacement isn't possible (for example, the blend is unavailable), we will issue a full refund instead. You won't pay anything extra either way.

3. Subscriptions

Closer Coffee subscriptions renew automatically so your coffee never runs out. You are always in full control:

  • Manage, pause, skip, or cancel anytime from your customer portal.
  • To stop an upcoming delivery, please make your change before your billing date, as each order begins roasting fresh shortly after payment.
  • Because each subscription order is roasted to order once payment is processed, that specific order cannot be refunded once roasting has begun — but your cancellation will apply to all future cycles, and we're always happy to help if something went wrong.

If you were charged unexpectedly or believe there was an error, just email us — we'll always look at it fairly.

4. Gear & Accessories (Non-Coffee Items)

Non-perishable items such as equipment, mugs, or apparel can be returned within 14 days of delivery, provided they are unused, in original packaging, and in resalable condition.

  • Email us to start a return.
  • Return shipping is paid by the customer, and original shipping costs are non-refundable.

5. Refund Timing

When a refund is approved (for a verified damaged order or a returned non-coffee item), it is issued to your original payment method within 5–10 business days, depending on your bank. If it hasn't appeared after this period, please check with your bank first, as posting times vary.

Contact

Questions about an order or refund? We're here to help.
Email: hristo@theclosercoffee.com
Company: Microscale Investment Ltd. Address: Ivan Abadzhiev str. 2, fl. 4, ap. Office A, Sofia, 1784, Bulgaria