Refund policy

Conditions for Returning Goods

Customers have the right to return products without providing a reason within 14 calendar days of receiving the item. After this period, unconditional returns will no longer be accepted.

Kopi Roastery ensures product returns at no cost to the customer within 2 business days in Tbilisi and within 7 business days for other regions of Georgia.

How to Request a Return

To initiate a return, customers must:

  • Submit a written request to espresso@kopiroastery.com.

  • Ensure the product is returned with all original components and documents, including the warranty card, user manual, accessories, and undamaged packaging.

Refund Process

  • Kopi Roastery will notify the customer within 48 hours if the return is not possible due to exceptional circumstances.

  • A representative will contact the customer within 24 hours of the request to arrange the return.

  • If eligible for return, the refund will be processed within 5 business days after receiving the item.

  • Refunds will be issued via the original payment method unless the customer agrees to an alternative method.

Non-Returnable Items

Goods are not eligible for return if:

  • They are perishable or have a short shelf life.

  • The seal has been broken on airtight products due to hygiene reasons.

  • The product has been inseparably combined with another product after delivery.

  • The item is a newspaper, magazine, or periodical (unless part of a subscription service).

  • The product price is below 100 GEL.

  • The product is missing original components, accessories, or documents.

  • The packaging is damaged beyond its original state (excluding normal opening).

Delivery Issues & Order Cancellation

If an order cannot be delivered due to the customer’s fault (incorrect address, inability to receive), Kopi Roastery will attempt to contact the customer to arrange redelivery. If delivery remains unsuccessful after 10 days, the order will be canceled, and a refund will be issued within 5 business days.