Return & Refund Policy
At Cappo Coffee, we carefully prepare and pack every order before it leaves our store. Because our products include coffee and other consumable items, we have a limited return and refund policy to ensure product quality and safety.
By placing an order through the Cappo Coffee Webstore, you agree to the terms below.
1. Order Cancellation
Orders may be cancelled before they have been shipped.
If you would like to cancel your order, please contact us as soon as possible through our official customer service channels and provide your order number.
Once an order has been shipped, it can no longer be cancelled through Cappo Coffee.
If the order is eligible for cancellation, we will issue a refund to the original payment method used for the purchase.
2. Returns
Due to the nature of our products, coffee, food, beverages, and other consumable products are generally not eligible for return or exchange once they have been shipped or delivered, unless the item was damaged, defective, incorrect, or otherwise received in unacceptable condition.
We do not accept returns simply because you changed your mind, ordered the wrong product, or no longer want the item.
For non-consumable products such as merchandise, equipment, or accessories, returns may be considered on a case-by-case basis provided that:
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The item is unused and in its original condition.
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The item is returned with its original packaging, accessories, and tags, where applicable.
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The item has not been damaged, altered, washed, or used.
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The return request is submitted within 7 days of delivery.
Cappo Coffee reserves the right to refuse a return if the item does not meet these conditions.
3. Damaged or Incorrect Items
If your order arrives damaged, defective, incomplete, or contains an incorrect item, please contact us within 48 hours of delivery.
To help us process your request, please provide:
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Your order number
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A description of the issue
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Clear photos of the item received
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Photos of the packaging and shipping label
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A photo or video showing the damage, if applicable
For significant damage, we may also request an unboxing video or additional documentation.
After reviewing your request, Cappo Coffee may offer one of the following remedies:
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Replacement of the affected item
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Replacement of the affected portion of the order
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Store credit
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Full or partial refund
The appropriate remedy will depend on the circumstances of the order.
4. Shipping Damage
Cappo Coffee takes care in packing every order before shipment. However, once an order has been handed over to the courier, delays, mishandling, and damage may occur during transit.
If your package arrives damaged:
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Take photos of the package before opening it, if possible.
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Take photos of the damaged contents and packaging.
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Contact Cappo Coffee within 48 hours of delivery.
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Provide your order number and the requested photos or videos.
We will assess the situation and coordinate with the courier when necessary.
If the damage is confirmed to have occurred during shipping, Cappo Coffee may arrange a replacement or refund, depending on the circumstances and availability of the item.
5. Lost or Undelivered Packages
If your order has not arrived within the courier’s estimated delivery period, please contact us so we can check the shipment status.
For packages officially confirmed as lost by the courier, Cappo Coffee will coordinate with the courier and may provide a replacement or refund, depending on the circumstances.
Please note that delivery estimates are provided by the courier and may be affected by weather, holidays, peak shipping periods, remote-area delivery, and other circumstances beyond Cappo Coffee’s control.
6. Failed Delivery and Returned Packages
Customers are responsible for providing a complete and accurate shipping address and contact information at checkout.
If an order is returned to Cappo Coffee because of:
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An incorrect or incomplete address
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Recipient unavailable after repeated delivery attempts
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Refusal to receive the package
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Failure to claim the package
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Other circumstances caused by the recipient
the customer may be responsible for the original shipping cost and any additional shipping cost required to resend the order.
If the customer chooses not to have the order reshipped, any eligible refund may be issued less the original shipping fee and applicable return or courier charges.
Consumable products that are returned to Cappo Coffee may not be eligible for resale or refund depending on their condition.
7. Change of Address
Please contact us immediately if you need to change your shipping address.
We can only accommodate address changes if the order has not yet been shipped.
Once the order has been handed over to the courier, we cannot guarantee that the shipping address can be changed.
Any additional shipping or redirection fees may be charged to the customer.
8. Refunds
Once your refund has been approved, Cappo Coffee will process the refund to the original payment method whenever possible.
Depending on the payment provider, bank, or e-wallet, the refund may take several business days to appear in your account.
Shipping fees are generally non-refundable, except when the refund is due to an error on the part of Cappo Coffee, such as sending an incorrect item or failing to fulfill an order.
Any approved refund will be based on the amount eligible for refund under this policy.
9. Store Credit
In certain cases, Cappo Coffee may offer store credit instead of a monetary refund.
Store credit may be issued for eligible returns, order issues, promotional purchases, or other circumstances at Cappo Coffee’s discretion.
Store credits are not redeemable for cash and may be subject to an expiration date indicated when issued.
10. Sale, Promotional, and Limited-Edition Items
Items purchased during promotions, clearance sales, or limited-edition releases may have different return or refund conditions.
Unless otherwise stated on the product page or promotional terms, sale and promotional items are considered final sale and are not eligible for return or exchange, except in cases where the item is defective, damaged, or incorrectly fulfilled by Cappo Coffee.
11. Coffee Quality Concerns
We take coffee quality seriously.
If you believe there is an issue with your coffee, please contact us within 7 days of delivery and provide your order number and details about the issue.
Where appropriate, we may ask for information such as:
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Coffee name
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Roast date
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Batch information
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Brewing method
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Grind size
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Recipe
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Water used
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Photos or other information that may help us assess the concern
Because coffee flavor is subjective and can vary depending on brewing equipment, water, grind size, recipe, and personal preference, a difference in taste or preference does not automatically qualify for a refund.
However, we are always happy to help troubleshoot your brew and understand what may have happened.
12. Exchanges
We generally do not offer direct exchanges for consumable products.
If an incorrect, damaged, or defective item was received, Cappo Coffee may provide a replacement after reviewing the claim.
For merchandise and non-consumable products, exchanges may be considered subject to product availability and the conditions outlined in this policy.
13. How to Request a Return or Refund
To request a return, replacement, or refund, please contact us through our official Cappo Coffee customer service channel and provide:
Order Number:
Name:
Contact Information:
Item/s Concerned:
Reason for Request:
Photos/Videos, if applicable:
Please do not send any item back to Cappo Coffee without first receiving instructions from our team.
Unauthorized returns may not be accepted.
14. Shipping Costs for Returns
If the return or replacement is due to an error by Cappo Coffee, such as an incorrect item being sent or an item arriving defective or damaged, Cappo Coffee may cover the applicable return or replacement shipping costs.
If the return is requested for reasons not caused by Cappo Coffee, the customer may be responsible for return shipping and any additional delivery charges.
15. Policy Changes
Cappo Coffee reserves the right to update or modify this Return & Refund Policy at any time.
The latest version of this policy will be posted on the Cappo Coffee Webstore and will apply to orders placed after the effective date.
16. Contact Us
If you have questions about an order, return, replacement, or refund, please contact Cappo Coffee through our official customer service channels.
Cappo Coffee
Email: hello@cappo.coffee
Customer Service: +63966-236-5883
We appreciate your support and understanding, and we’re always happy to help make things right when something doesn’t go as planned.