Refund policy

Our promise
Every bag of Acre & Ember coffee is roasted to order and shipped fresh. If you're not satisfied with your purchase for any reason, we'll make it right. That's not a legal disclaimer — it's how we actually operate.

 

Satisfaction guarantee
If you receive your order and aren't happy with it — whether it's the flavour, the roast level, a quality issue, or anything else — email us at hello@acreandembers.com within 30 days of your delivery date. We'll offer a full refund, a replacement bag, or a swap to a different origin. Your choice. No return required.

 

Damaged or incorrect orders
If your order arrives damaged, leaking, or with the wrong product, please email us at hello@acreandembers.com with a photo of the item. We'll send a replacement or issue a full refund immediately. You don't need to return anything.

 

What we can't refund
Because every bag is roasted specifically for your order, we're not able to accept returns of opened or partially used bags based on personal taste preference — but if you genuinely don't like what you received, email us and we'll work something out. We'd rather you be happy and come back than lose you over one bag.

 

Refund processing
Refunds are issued to your original payment method within 5–10 business days of approval. You'll receive an email confirmation when your refund has been processed.

 

How to get in touch
Email: hello@acreandembers.com
We respond to all emails within 1–2 business days.