Refund policy

Return Policy

We have a 30-day return policy for eligible (non-food) items, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, items must be in the same condition that you received them—unused, with tags, and in their original packaging. Proof of purchase is also required.

Coffee & Perishable Products

As a freshly roasted product, coffee is considered a 'perishable food item'. For this reason, we do not accept returns on coffee once it has been shipped.

However, your satisfaction matters to us. If there is an issue with your order - such as damage, defects, or if you received the wrong product - please contact us right away. We will review each situation case by case and work with you to find the best possible solution.

Our Commitment to You

We are committed to providing the highest level of customer service and ensuring your satisfaction with every purchase. If you have any concerns, questions, or issues with your order, we strongly encourage you to reach out.

You can contact us anytime at info@twinscoffee.ca, and we’ll do our best to make things right.

How to Start a Return (Non-Perishable Items Only)

To initiate a return for eligible items, please contact us at info@twinscoffee.ca.

If your return is approved, we will provide instructions on how and where to send your package. Please note that returns must be authorized in advance—items sent back without prior approval will not be accepted.

Return address:
104-350 East Kent Ave. South
Vancouver, BC, V5X 4N6

Damages and Issues

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and resolve it promptly.

Non-Returnable Items

We do not accept returns on:

* Perishable goods (including coffee)

Exchanges

The fastest way to get a different item is to contact us regarding your issue. If applicable, we will guide you through the best resolution, which may include placing a new order.

Shipping Region

At this time, we sell and ship within Canada only.

Refunds

Once we’ve received and inspected an approved return (if applicable), we’ll notify you of the outcome. If approved, refunds will be issued to your original payment method within 10 business days.

Please note that it may take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@twinscoffee.ca.