Refund policy

Partners Coffee
Returns, Refunds, and In-Store Policy
Last updated: May 19, 2026

 

We put a lot of care into everything we roast, brew, and serve. If something isn’t right, we genuinely want to know and we’ll do our best to make it right.

 

1. Online Orders

Please note that due to our rapid fulfillment system we are unable to make changes post-purchase and cannot offer order cancellations or edits in most cases. Many orders ship the same day they are placed. Please double-check your order before completing payment.

• Your order doesn’t live up to the hype
  • We stand behind every bag we roast. If your coffee isn’t hitting the mark, within seven days of purchase please reach out to our team at help@partnerscoffee.com or open a live chat. We’re happy to troubleshoot any brewing issues, walk you through our recommended brew methods, or find a coffee that better suits your taste. Our commitment is to make sure you have an experience that exceeds your expectations — store credit is available when we have genuinely fallen short.

• Ground coffee
  • Ground coffee cannot be returned, exchanged, or refunded under any circumstances, including for quality reasons. Once coffee has been ground it begins to oxidize and deteriorate rapidly, making it impossible for us to assess quality or reuse the product. We strongly recommend ordering whole bean and grinding at home for the best results and maximum freshness.

• Your order arrives damaged
  • If your order arrives looking less than desirable due to damage in transit, email us at help@partnerscoffee.com with your order details and a photo of the affected item. We’ll arrange a replacement or store credit. Please do not discard the damaged item or packaging until we have reviewed your case — we may need it for a carrier claim.

• Your order never arrives
  • If you don’t see tracking details within 72 hours of receiving your shipping confirmation, get in touch and we’ll look into it. In the rare event your package doesn’t arrive within ten days of the expected delivery date, it may have gone missing. Let us know and we’ll file a missing package report with the carrier and work toward sending a replacement. We appreciate your patience while we work through the process.

• Severe weather and holiday delays
  • Delays happen that are out of our hands; political events, severe weather and or public holidays. We roast and pack every day and our team is working hard to roast and ship orders as quickly as possible.
    Some packages may show “pre-shipment” on the tracking page even after they have physically left our facility; we cannot control this. If you see no tracking updates within seven days of your shipping
    confirmation, contact us.

• Equipment and merchandise
  • To be eligible for a return or store credit on equipment or merchandise, the item must be unused, and in its original packaging. You have ten days from the date of purchase to initiate a return. We cannot offer
    credit for original or return shipping costs unless the product is faulty. To start a return, contact us.
    

• Roasting schedule and freshness

  • We roast coffee daily and ship under our inventory-based system. Whilst coffee is shipping it is de-gassing which is essential for the coffee to settle into its best flavor profile. Sometimes we ship too fast so please know the ideal resting period of filter coffee is five days, and espresso is ten days after roast.

 

2. Subscriptions

We cannot accept returns on subscription orders unless the situation falls into one of the categories above. You can cancel or pause your subscription through the account portal on our website. If you need help cancelling, email help@partnerscoffee.com and we’ll sort it out. Cancellations must be made at least 48 hours before your next scheduled billing date to avoid being charged for the following cycle.

 

3. Gift Cards

Gift cards cannot be returned or refunded under any circumstances. We cannot exchange gift cards between in-store and online use. If you’re having trouble accessing your gift card balance, get in touch and we’ll help.

 

4. In-Store Café Purchases

• Food and beverages
  • If you are not happy with a beverage or food item purchased in one of our cafés, you must raise this with a member of staff before you leave. We will happily remake your order or find an alternative to your satisfaction.

• Once you have left the café, we are unable to offer any remedy for food or beverages
  • No store credit, replacement, or refund will be issued for prepared food or drink items after the customer has left the premises, regardless of the reason. This is a firm policy with no exceptions. If something isn’t right, please tell us in the moment — we are always happy to make it right while you are with us. If it is deemed by us that there is an issue, store credit will be offered.

• Order collection and click-and-collect
  • If you are collecting an order placed online or via our app, it is your responsibility to check your order carefully at the point of collection before leaving the café. Please verify that all items are present, correct, and undamaged before you leave.

• Any errors, missing items, or incorrect products must be raised with staff at the time of collection
  • We cannot accept claims for incorrect or incomplete orders after the customer has left the premises. Once you leave, the order is considered accepted as received. Our team is always happy to check your order with you before you go — please just ask.

• Packaged coffee, equipment, and merchandise purchased in-store
  • Packaged coffee, brew equipment, merchandise, and tea must be unopened, in original packaging, undamaged, and returned within seven days of purchase with your receipt to qualify for store credit. If the seven-day window has passed, speak to a member of staff and a manager will review your situation on a case-by-case basis.
    

 

5. Third-Party Purchases

If you received Partners Coffee products through a third-party vendor, grocery store, or café, we recommend contacting them directly for any returns or issues. We always aim for the best experience with our products and you’re welcome to reach out to us, but our ability to assist with third-party transactions is limited.

Products sold at grocery stores or other locations may occasionally be offered at sale prices based on their own inventory. We are unable to offer price matching or refunds based on third-party pricing. As a reminder — when you order directly through us, you’ll receive the freshest roast possible and a team that’s genuinely happy to help.

 

6. Legal Rights and Governing Terms

This policy does not affect your statutory rights as a consumer under New York State or applicable federal law. Where the law requires a remedy beyond what is described here, we will comply.

This policy is incorporated into and should be read alongside our Terms of Service. The dispute resolution, limitation of liability, applicable law, and New York jurisdiction provisions of our Terms of Service apply to all claims arising under this policy, whether from online orders or in-store purchases.

 

 

Questions? We’re here.
Email: help@partnerscoffee.com
Address: Partners Coffee; 1115 Flushing Avenue, Brooklyn, NY 11237

 

Last updated May 19, 2026. This policy forms part of Partners Coffee’s Terms of Service. Partners Coffee recommends periodic review with qualified legal counsel.