Refund policy
ROASTERY HOUSE
Refund and Return Policy
Valid from: January 1, 2026
1. Right of withdrawal – 14-day return option
Roastery House offers all customers a 14-day return option. The withdrawal period is 14 calendar days from the date of receipt of the product.
Customers in the European Union have the right to cancel their order without giving any reason and return the product within the above period, in accordance with the EU Consumer Protection Directive (2011/83/EU).
2. Return conditions
A return request can only be accepted if the following conditions are met simultaneously:
The product is in its original, unopened packaging
The product has not been used, has not been worn, and all original labels are still on it
You have notified us of your intention to return within 14 days of receipt
You must include the original invoice or other document proving your purchase with the return
Important: we only accept returns that have been previously agreed upon. We cannot accept packages returned without a prior return request.
3. Steps in the return process
Send an email to hello@roastery.house indicating your intention to return, indicating the order number and the product concerned.
Our customer service will confirm the return request within 1-2 business days and send you return instructions.
Pack the product securely and return it to the address provided within the specified deadline.
The returned product will be inspected and you will be notified of acceptance or rejection.
Customer service contact details:
Email: hello@roastery.house
Phone: +36 30 288 1388
Business hours: Monday to Friday 9:00 AM - 5:00 PM
4. Return shipping costs
The cost of return shipping is by default borne by the customer, unless the reason for the return is a defective or damaged product. In this case, the return shipping costs will be borne by Roastery House.
5. Non-returnable products
The following product categories are not subject to the return policy:
Custom-made, personalized products (e.g., unique white-label coffees, unique packaging)
Opened, used, or incompletely packaged products
Products purchased at a discount price (unless the product is defective)
Gift cards
If you have any questions about a specific product, please contact us before starting the return.
6. Damaged or defective product
If the product arrives damaged or defective, please:
Inspect the package immediately upon receipt
If you experience external damage, notify the courier and take photo documentation
Contact us within 48 hours at hello@roastery.house, attaching photos of the damage and the order number
In the event of a damaged or defective product, we will provide an exchange or a full refund - at the buyer's choice.
7. Exchange
If you would like to exchange a product (e.g. different grind, different packaging), the fastest solution is:
Return the original product according to the above process
Once we have received and accepted the returned product, re-order the desired product
Alternatively, we can also arrange a direct exchange through our customer service.
8. Refund process and deadline
After the returned product has been received and checked, we will notify you by email about the acceptance or rejection of the refund request.
In case of accepted refund:
Refund will be made to the original payment method (bank card, bank transfer, etc.)
Credit will be made within 10 business days from confirmation of acceptance
Bank processing time: actual credit may take an additional 3-5 business days depending on the bank
If the refund does not appear on your account by the 15th business day from acceptance, please notify us by email at hello@roastery.house.
9. Contact for returns
Roastery House Customer Service
Email: hello@roastery.house
Phone: +36 30 288 1388
Business hours: Monday to Friday 9:00 AM - 5:00 PM
Website: www.roastery.house
Valid from January 1, 2026 until revoked. Roastery House reserves the right to change these policies.