Refund policy

1. Satisfaction Guarantee on Coffee Bags

At Café Nairobi, we want you to love our coffee. If you’re unsatisfied with the taste of any Café Nairobi coffee, even if the bag is opened, we offer a 30-day satisfaction guarantee. To qualify for a refund, the coffee bag must be returned with unused coffee so we can review any issues.

- Return Shipping Costs: Customers are responsible for return shipping costs on all coffee returns, including opened bags.  

2. Refund Eligibility by Product Type

- Coffee Bags: For opened coffee bags, please ensure unused coffee is returned. For unopened bags, the standard 30-day return window applies.

- Branded Merchandise & Brewing Equipment: Merchandise and equipment must be unused, in original packaging, and returned within 30 days of delivery to qualify for a refund. Shipping fees are non-refundable.

Note: Sale items and gift cards are final sale and non-refundable.

3. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please reach out within 15 days of delivery:

- Damaged Items: Send us a photo of the damage, and we may offer a replacement or refund based on an evaluation.

- Incorrect Items: Contact us with a photo, and we willl arrange for the correct item to be shipped to you.

4. Refund Process

To initiate a refund:

1. Email us at info@cafenairobi.com with your order number, the items for return, and the reason for the return.

2. Upon approval, we’ll provide return instructions. Return shipping is at the customer's expense unless due to an error on our end.

3. Once we receive the returned item(s), we’ll process the refund to your original payment method within 10 business days.

5. Coffee Club Subscription Refunds

Café Nairobi Coffee Club members may cancel their subscription any time through their account settings. However, refund requests for already processed or shipped subscriptions are not accepted. To adjust or cancel a subscription, please do so at least 3 days before the next billing cycle.

6. International Orders

All international orders are final sale. Due to variable customs and shipping conditions, Café Nairobi cannot offer refunds or replacements for lost items on international shipments.

7. Contact Us

If you have any questions about this policy or need assistance with a return, please contact us at info@cafenairobi.com