Returns & Exchange Policy

Coffee is a consumable food product and we protect its freshness, hygiene and chain of custody. For that reason, Himalaya Coffee Company does not accept change-of-mind returns or exchanges. This does not affect any remedy you are legally entitled to if an order is damaged, defective, incorrect, unsafe, expired, materially misdescribed or otherwise covered by mandatory consumer law.

Once an order has been delivered, we do not accept returns or exchanges because you changed your mind, selected the wrong grind or format, no longer want the product, did not like the taste profile, or ordered an incorrect quantity. This rule applies to coffee, food and beverage products and, unless we expressly state otherwise, to other products sold through the website, subject always to rights that cannot be excluded by law.

Coffee is an agricultural product. Natural variations in aroma, acidity, sweetness, roast expression, colour and flavour can occur between harvests, micro-lots and roast batches. Sensory preference or a difference in perceived tasting notes does not by itself make a product defective.

Please contact us if:

• you received the wrong product, grind, pack size or quantity;
• the product arrived materially damaged, leaking, torn, contaminated or otherwise unusable;
• the product was expired on delivery or is demonstrably unfit for sale or consumption;
• the product is materially different from what was ordered or advertised; or
• applicable consumer law gives you a remedy that cannot legally be excluded.

Please inspect your order promptly after delivery. For the quickest resolution, report visible damage, missing items or incorrect products within 48 hours of delivery. A later report will not remove any mandatory legal right you may have.

We may ask for your order number and clear photographs or video of the outer package, shipping label, inner packaging, affected product, seal and batch information. Please keep the original packaging until the claim is resolved.

Opened, brewed, consumed, partly used, tampered-with or improperly stored coffee and other food products are not eligible for a change-of-mind return. If an opened product is genuinely defective, contaminated, unsafe or otherwise covered by mandatory law, contact us and we will assess the claim based on the evidence available.

Sale, clearance, promotional and discounted items are non-returnable for change of mind. They remain eligible for a remedy if they are damaged, defective, incorrect, unsafe, materially misdescribed, or if applicable law requires a remedy.

If we approve a claim, we may offer a replacement, exchange for the affected product, store credit, or refund, depending on the nature of the issue, product availability and applicable law. Where a replacement is appropriate, we will normally replace the affected item with the same product. If it is unavailable, we may offer an equivalent product or refund.

Approved refunds are initiated within 5 to 12 working days after approval. The time taken for the funds to appear may depend on your bank, card issuer, wallet or payment provider. For Cash on Delivery orders, we may request reasonable bank or payment details needed to issue the refund.

Do not send any product back unless we ask you to. If a return is necessary because of an HCC fulfilment error, verified defect, incorrect product or verified delivery damage, we will arrange the return or reimburse reasonable return-shipping costs where appropriate and legally required.

You may request cancellation at any time before the order is dispatched. Contact us as soon as possible at care@himalayacoffeecompany.com or +977 980-2377008. Once an order has been dispatched, it cannot be cancelled and this Returns & Exchange Policy will apply.

We may cancel an order if stock is unavailable, payment cannot be verified, there is an obvious pricing or listing error, fraud or misuse is suspected, the delivery location is not serviceable, or fulfilment would breach law or courier restrictions. If we cancel a paid order, the applicable amount will be refunded.

Nothing in this policy excludes, restricts or replaces a consumer right that cannot legally be waived. Where consumer law in Nepal, India or another applicable market requires a return, replacement, refund or other remedy, we will honour that requirement.