Claims and Returns

01Which orders this covers

This policy covers coffee bought from Roastnet as seller of record and deliveries arranged by Roastnet. Claims about the coffee in an importer order, or in a direct roaster to roaster trade, are between buyer and seller under their own terms, though we will help where we reasonably can.

02Raise a claim within 48 hours

Inspect the coffee when it arrives. Raise a claim in Roastnet within 48 hours of delivery if the coffee:

• does not correspond with the sample in its essential characteristics;
• is damaged, contaminated or affected by moisture;
• is short in weight or number of packages, or is the wrong lot.

03What to include

• The order reference and a description of the problem.
• Photographs of packaging, labels and the coffee, and of any damage noted on the delivery note.
• Moisture readings or roast and cupping notes where relevant.
• Keep the coffee unused, apart from a small test roast, and in its packaging until the claim is decided.

04How claims are decided

Roastnet compares the coffee with the reference sample it holds and with your evidence, and may ask for a sample of the delivered coffee. We aim to decide within [PLACEHOLDER: claim decision period]. While a claim is open, the seller is not paid.

For origin lots where an independent inspection was bought, quality is final at shipment as inspected, so quality claims are not accepted for coffee that matched the certificate.

05If the claim is upheld

The coffee is collected from you, at no cost to you, and you receive a full refund of the price and delivery you paid, to your original payment method. For origin lots where a return is not practical, Roastnet passes on what it recovers from the origin seller, up to the price you paid.

06If the claim is not upheld

We will explain why. The sale stands and the seller is paid.

07Transit damage

Loss or damage in transit on a delivery arranged by Roastnet is handled under the Delivery Terms and the insurance described there.

08Change of mind

The market is for businesses only, so there is no right to return coffee because you have changed your mind.