REFUND & RETURN POLICY
Last updated: July 2026
At Iwana Specialty Coffee Roasters, we take pride in every bag of coffee we roast and every service we provide. We want you to love your experience with us, and we’re here to make things right if something goes wrong. This policy applies exclusively to orders placed through iwanacoffee.com.
1. OUR COMMITMENT
We stand behind the quality of our products. While we do not issue cash refunds on any products or services, we are committed to resolving any issue promptly and fairly. All claims must be submitted within 14 calendar days of receiving your order.
2. DAMAGED OR INCORRECT ORDERS
We carefully pack every order, but sometimes things happen during shipping. If your coffee arrives damaged, defective, or if you received the wrong product, we’ve got you covered. Simply email us at hello@iwanacoffee.com within 14 days of receiving your order and include your name, order number, a brief description of the issue, and a photo showing the problem. Once we verify the issue, we’ll send you the same product as a replacement at absolutely no cost to you — no need to ship anything back. Please note that replacements are issued in product only, not in monetary value.
3. SHIPPING ACCURACY & DELIVERY
It is the customer’s responsibility to provide a complete and accurate shipping address at the time of purchase. Iwana Specialty Coffee Roasters is not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer. If an order is returned to us due to an incorrect address, we will reship the order at the customer’s expense.
Once an order has been marked as delivered by the shipping carrier, risk of loss or damage transfers to the customer. For packages showing as delivered but not received, we recommend contacting the carrier directly. While we are happy to assist where we can, we are unable to guarantee replacements for packages confirmed as delivered by the carrier.
4. FOOD SAFETY
Because coffee is a consumable product, we are unable to accept physical returns of any opened or partially consumed items. This is in accordance with FDA food safety regulations and is in place to protect all of our customers.
5. WHAT’S NOT COVERED
We are unable to offer replacements, exchanges, or refunds for the following: gift cards, items purchased on sale or clearance (unless they arrive damaged or incorrect), claims submitted after the 14-day window, and products where the concern is based on personal taste preference. We understand that taste is subjective — our team is always happy to help you find the right coffee for your palate before your next purchase.
6. PRICING ERRORS & PRODUCT AVAILABILITY
We do our best to ensure that all product information and pricing on iwanacoffee.com is accurate. However, in the rare event of a pricing error, system glitch, or incorrect product listing, we reserve the right to cancel any order and issue a full refund for the amount paid. We will notify you promptly if this occurs.
Additionally, if a product becomes unavailable after your purchase has been confirmed, we reserve the right to cancel the order and issue a full refund for the affected item(s). In either case, refunds will be processed to the original payment method within 5–10 business days.
7. CLAIMS IN GOOD FAITH
All replacement claims are reviewed individually, and we expect all claims to be made in good faith. Iwana Specialty Coffee Roasters reserves the right to limit, deny, or modify the resolution of claims when there is evidence of abuse, excessive claims from the same customer, fraud, or misrepresentation. We reserve the right to request additional documentation or evidence at our discretion to verify any claim.
8. ALLERGEN DISCLAIMER
Our coffee products are roasted and packaged in a facility that may process other food products. While we follow strict quality and safety protocols, we cannot guarantee that our products are free from allergens including but not limited to nuts, soy, dairy, wheat, and eggs. Customers with known allergies should review product information carefully and consult a healthcare professional before purchasing. Iwana Specialty Coffee Roasters is not liable for allergic reactions resulting from the consumption of our products.
9. CATERING, TRAINING & CONSULTING SERVICES
We understand that plans change. Here’s how we handle scheduling adjustments for catering, training, and consulting bookings.
Need to reschedule? You may reschedule your booking one (1) time at no charge, as long as a new date is selected at the time of your request. Any additional rescheduling requests will be subject to a 25% administrative fee based on the total booking cost.
Need to cancel? Cancellations made 7 or more days prior to the scheduled date are eligible for a refund of the total amount paid, minus a 25% administrative fee. Unfortunately, cancellations made less than 7 days before the scheduled date are non-refundable.
Force Majeure: In the event of circumstances beyond our reasonable control — including but not limited to natural disasters, severe weather, government restrictions, public health emergencies, power outages, or other unforeseen events — FARO USA, LLC reserves the right to reschedule or cancel any booked service without penalty. In the case of a cancellation due to force majeure, a full refund or rescheduling will be offered at our discretion.
FARO USA, LLC reserves the right to reschedule any training and/or consulting engagement within 30 days of the originally scheduled date.
10. LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, the total liability of Iwana Specialty Coffee Roasters and FARO USA, LLC arising from or related to any product or service purchased through iwanacoffee.com shall not exceed the total amount paid by the customer for the specific product(s) or service(s) giving rise to the claim. In no event shall Iwana Specialty Coffee Roasters or FARO USA, LLC be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of revenue, loss of profits, or loss of business, regardless of whether such damages were foreseeable.
11. HOW TO REACH US
If you have any issues with your order, we want to hear from you. Please email us at hello@iwanacoffee.com with the subject line “Order Issue — [Your Order Number]” and include your full name, order number, a description of the issue, and any relevant photos. We’ll get back to you within 2 business days.
12. A NOTE ON PAYMENT DISPUTES
We always prefer to work things out directly. If you experience an issue with your order, please reach out to us before initiating a dispute or chargeback with your payment provider. We’re committed to finding a fair resolution, and direct communication helps us do that quickly. Please be aware that unresolved disputes may result in the suspension of future purchasing privileges.
13. MODIFICATIONS TO THIS POLICY
Iwana Specialty Coffee Roasters reserves the right to update or modify this Refund & Return Policy at any time without prior notice. Changes become effective immediately upon posting to iwanacoffee.com. The most current version of this policy will always be available on our website. Continued use of our website and services after any changes constitutes acceptance of the updated policy.
14. CONTACT US
Iwana Specialty Coffee Roasters
FARO USA, LLC
61 W Utah Ave, Suite 101
Las Vegas, NV 89101
Email: hello@iwanacoffee.com
