Customer policies

Cancellation & Refund Policy

Effective and last updated: September 22, 2026

BrandCraft products are created specifically for the named recipient. We want the policy to be clear before work begins: cancellations are easiest before personalization and production start, while defective, incorrect or unfulfilled items remain protected.

1. Cancellation before production

To request cancellation, email info@brandcraftcoffee.com as quickly as possible with the order number. If personalization, design, roasting, printing or merchandise production has not started, we will cancel the order and issue a full refund.

2. Personalized work already in progress

Once personalized design or physical production begins, the affected item is ordinarily non-cancellable and non-refundable because it cannot reasonably be resold. This includes custom company identities, package artwork, certificates, personalized coffee releases and logo merchandise. This limitation does not apply to BrandCraft errors, damage, defects, non-delivery or rights that applicable law does not allow us to limit.

3. Coffee

Coffee is a perishable food product and cannot be returned for preference or change of mind. If coffee arrives damaged, incorrect, materially defective or unsafe, contact us within seven days after delivery. We may request photographs or other information and will provide an appropriate replacement or refund.

4. Multi-release prepaid gifts

Three-, six- and twelve-release plans are prepaid, personalized gifts and do not renew automatically. If the purchaser requests cancellation of future releases before those releases enter production, BrandCraft will review the request. Any approved partial refund may deduct the value of completed or committed personalized work, fulfilled releases and nonrecoverable production costs. If BrandCraft cannot fulfill a remaining release, we will replace it with a reasonably comparable release accepted by the purchaser or refund the allocable unfulfilled amount.

5. Delayed orders

If we cannot ship within the promised timeframe, we will provide an updated estimate and the cancellation or refund options required by applicable law. If the customer declines a qualifying delay, we will promptly refund the unshipped affected merchandise.

6. Incorrect customer-provided information

Please review names, spelling, addresses, colors, sizes and other selections carefully. BrandCraft is not required to refund or remake an item produced correctly from information approved or submitted by the purchaser. When possible, we will offer a paid correction or replacement at a reasonable cost.

7. Refund method and timing

Approved refunds are issued to the original payment method. BrandCraft will initiate the refund promptly, but a bank or card issuer may require approximately five to ten business days—or longer in some cases—to post it. Shipping charges are refunded when the corresponding shipment was not provided or when required by law.

8. How to request help

Email info@brandcraftcoffee.com with the purchaser’s name, order number, reason for the request and supporting photographs when relevant. Do not mail a return without authorization and instructions from BrandCraft.