Return Policy

Damaged or incorrect orders

If your order arrives damaged, or if you receive the wrong product, please contact us within 7 days of receiving your order. We'll arrange a replacement or full refund — no questions asked.

Just send us a photo of the issue and your order number and we'll get it sorted straight away.

Quality issues

We work hard to make sure every roaster on Loop House meets our quality standards. If you receive coffee that doesn't match the description, smells off, or you believe there's a genuine quality issue, please reach out within 7 days and we'll investigate and make it right.

Your feedback also helps us maintain standards across our roaster lineup — so we genuinely appreciate you letting us know.

Change of mind

Because coffee is a perishable food product, we're unable to accept returns or offer refunds for change of mind once an order has been placed and processed.

We encourage you to check product descriptions carefully before purchasing — and if you're unsure what to pick, use our Discovery Boxes or reach out and we'll help you find something you'll love.

Subscriptions

You can pause, skip, or cancel your subscription at any time through your account portal — no lock-in, no cancellation fees. Changes need to be made at least 24 hours before your next scheduled order to take effect.

If you're having trouble managing your subscription, just get in touch and we'll help.

Discovery Boxes

Due to the curated and perishable nature of our Discovery Boxes, we're unable to offer refunds for change of mind. However, if there's a quality issue or your box arrives damaged, the same policy as above applies — reach out within 7 days and we'll make it right.

Refund processing

Approved refunds are processed within 5–7 business days back to your original payment method. You'll receive an email confirmation once your refund has been issued.