Refund policy
Last updated: September 8, 2026
Artizan Coffee Company, doing business as Artizan Coffee Roasters ("Artizan," "we," "us," "our"), is dedicated to providing exceptional service and ensuring our products meet your expectations. Below are our policies regarding cancellations, returns, refunds, and exchanges. If you have any questions, please contact us at 800-280-2698 or hello@artizancoffee.com.
The version of this policy in effect on the date you place an order governs that order.
100% ACCURACY GUARANTEE
If we make an error with your order, we will cover the shipping costs to correct it. This guarantee applies to orders processed via our website, artizancoffee.com.
ORDER CANCELLATIONS
You may cancel any individual order, free of charge, at any time until the item is fulfilled. We will refund the full amount to your original payment method, with no restocking fee and no deduction.
Consumable items. You can cancel coffee pods, whole and ground coffee, coffee singles, ESE pods, and capsules yourself, without contacting us, from your customer account. Sign in, open the order, and select the items you want to cancel. This is available until the item is fulfilled.
Equipment and all other items. Contact us at hello@artizancoffee.com or 800-280-2698 as soon as possible. Most of the equipment we sell is not stocked in our warehouse. When you place an order with us, we place a corresponding order with the manufacturer or distributor, and whether we can cancel depends on how far that supplier has progressed. Some commercial equipment is built or allocated specifically for your order and cannot be cancelled once released to production. We will tell you exactly where your order stands and cancel it free of charge wherever we are able to. Where an item is a special order, the terms we confirmed with you in writing will govern, including any non-refundable deposit. See Special Orders below.
Once an item has been fulfilled it can no longer be cancelled. At that point the order is governed by the return rules below, according to the type of product ordered.
SUBSCRIPTIONS
Cancelling a subscription is governed by our Cancellations policy, not by this one. You may cancel a subscription at any time, free of charge, effective immediately, through your customer account. Cancelling a subscription is never subject to any fee, charge, restocking fee, minimum term, penalty, or approval by us. Nothing in this policy limits, conditions, or delays your right to cancel a subscription.
Each individual shipment sent under a subscription is treated as an individual order of the products it contains, and is subject to the rules for those products below.
CONSUMABLE PRODUCTS
Consumable items include coffee pods, whole and ground coffee, coffee singles, ESE pods, and capsules.
THE COFFEE MATCH PROMISE
Coffee is personal. Intensity, roast, and origin land differently for every palate, and the roast that becomes someone's daily cup is the one another drinker passes over. If a coffee you ordered isn't the right match for you, contact us within 30 days of delivery at hello@artizancoffee.com or 800-280-2698 and we will issue you store credit for 110% of what you paid for that item. That is more than you spent, so you have room to try something else.
You keep the coffee. There is nothing to ship back, and no fee.
Your credit never expires and can be used on anything we sell: capsules, whole bean and ground coffee, coffee singles, brewing equipment, and accessories. Our team will happily recommend something closer to what you're looking for.
The Match Promise is available once per customer, on one order. We offer it because finding your coffee sometimes takes a second try, and we would rather help you get there than have you settle. It does not apply to items that arrived damaged, defective, or incorrect. Those are covered separately below and carry no limit.
RETURNS FOR A CASH REFUND
If you would prefer a refund to your original payment method rather than store credit, consumable items may be returned within 30 days of delivery on the terms below.
Why we require the return. We cannot resell any consumable item once it has left our facility. Even where packaging appears intact, we cannot verify that a food product has remained tamper-free, so every consumable item returned to us is destroyed, not restocked and not resold to anyone else. We take that loss deliberately, because we are not willing to put food we cannot vouch for back into circulation. We still require the item to come back so that we can confirm it is out of circulation and has not been consumed; a refund without return would mean paying for coffee that has already been drunk.
Why there is a disposal fee. A returned bag or box of coffee is destroyed. That is real food and real packaging going to waste, and it runs against everything we build this company around. We make our capsules home-compostable precisely so that our coffee doesn't end up as landfill. The handling and disposal fee reflects that cost. It is also why we offer store credit first: taking the credit means nothing is destroyed, you keep the coffee to use, share, or gift, and you get more value back than a refund would give you.
What it costs. Because the returned item is destroyed and cannot be resold, a refund on a consumable return is subject to:
- a 20% handling and disposal fee, calculated on the price paid for the returned items; and
- return shipping, which is your responsibility.
You arrange and pay for return shipping yourself. We do not provide prepaid return labels for consumable items. We recommend a trackable, insured method; you remain responsible for the item until it reaches us. Return shipping typically costs $12 to $20 for a small parcel and more for larger ones, paid directly to the carrier.
Original shipping and handling charges are not refunded.
How to return. Contact us within 30 days of delivery at hello@artizancoffee.com or 800-280-2698 to request a return. We will confirm in writing with the return address and a deadline to ship. Ship the item back within 15 days of that confirmation. Once we receive and process the return, we issue your refund within 3-5 business days.
Worked example. On a $50.75 order of five boxes returned in full: store credit under the Match Promise would be $55.83, with nothing to ship and nothing to pay. A cash refund would be $50.75 less the 20% handling and disposal fee ($10.15), for a refund of $40.60. You would also pay the carrier directly to ship the boxes back. Most customers are better off with the credit, which is why we offer it first.
ORDERS NOT YET SHIPPED
Consumable orders may be cancelled at any time until the item is fulfilled, free of charge and with no deduction. You can do this yourself from your customer account. See Order Cancellations above.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
This is separate from the return rules above. If a consumable item arrives damaged, defective, or is not the item you ordered, you are entitled to a replacement or a refund. You do not need to return the item, there is no fee, and this is not subject to any once-per-customer limit.
To make a claim, contact us within 30 days of delivery at hello@artizancoffee.com or 800-280-2698 with your order number, a photograph of the affected item and its packaging, and the lot or batch code printed on the package. We will respond within two business days.
Where a claim is approved, the remedy covers the affected items only, not the entire order. We may offer store credit, a replacement, or a refund to your original payment method; if store credit is offered and you would prefer a replacement or refund, tell us and we will provide it.
We may require the return of the item, or additional verification, where claims are repeated across multiple orders.
MACHINE COMPATIBILITY
Our capsules are compatible with Nespresso Original machines only. They are not compatible with Nespresso Vertuo machines. The two systems use different capsule formats and are not interchangeable.
Compatibility is stated on every product listing. Please confirm which system your machine uses before ordering. A capsule that does not fit your machine is not a damaged, defective, or incorrectly described item, and is not eligible for the remedy above, unless the product listing stated otherwise, in which case the error is ours and our 100% Accuracy Guarantee applies. A capsule that does not fit your machine is eligible for the Coffee Match Promise.
Nespresso is a trademark of Société des Produits Nestlé S.A. Artizan is not affiliated with, endorsed by, or sponsored by Nespresso.
BEFORE YOU DISPUTE A CHARGE
If something is wrong with your order, please contact us first. We answer within two business days and we would rather fix the problem than have you go without. Most issues are resolved the same day. Contact us at hello@artizancoffee.com or 800-280-2698.
ARTIZAN BRAND NON-CONSUMABLE PRODUCTS
We offer a 30-day satisfaction guarantee on Artizan brand non-consumable products. If you are not satisfied, you may request a replacement or refund, provided the product is unused, unopened, and returned within 30 days of delivery. No restocking fee applies. You are responsible for return shipping unless the item was damaged, defective, or incorrect, in which case we cover it.
Where a product could fall under both this section and the Equipment section below, whichever provides the more favorable outcome to you will apply.
EQUIPMENT
This section applies to all equipment we sell, whether manufactured by Artizan or by another brand, including roasters, grinders, brewers, espresso machines, analyzers, tampers, and related hardware.
RETURN WINDOW
You must request a Return Merchandise Authorization (RMA) within 30 days of delivery, and ship the item back within 15 days of RMA issuance. Delivery is determined by the delivery date shown in the carrier's tracking information. If tracking information is unavailable or inconclusive, delivery is deemed to occur five business days after we tendered the package to the carrier. For freight shipments, the date on the signed delivery receipt or bill of lading governs. Where the delivery date is genuinely in doubt, we will resolve the question in your favor.
CONDITION REQUIREMENTS
Items must be returned in their original packaging, including all parts, accessories, and documentation.
- Unopened, original packaging intact: eligible for return, subject to a 10% restocking fee.
- Opened, all original packaging included and undamaged: eligible for return, subject to a 20% restocking fee.
- Original packaging damaged, missing, or incomplete: reviewed case by case. We may decline the return, or accept it with additional fees, if the item cannot be resold.
- Freight and heavy equipment (e.g., espresso machines, large grinders, commercial brewers): 20% restocking fee, plus a $350 flat fee per pallet for return freight shipping.
NON-RETURNABLE EQUIPMENT
Equipment showing signs of use or damage beyond the conditions above, and customized or modified equipment, are not eligible for return. If you ship us an item that is not eligible, we will contact you to arrange its return to you at your expense.
DEFECTIVE EQUIPMENT
If your machine experiences issues within the first 30 days of delivery, we will cover the return shipping costs, repair the machine, and send it back to you. No restocking fee applies to a defective return. Repair is our first remedy and the warranty does not provide for replacement with a new machine as a matter of course. If we are unable to repair the machine after reasonable attempts, we will replace it or refund it.
RETURN SHIPPING
For non-defective returns, you are responsible for return shipping costs. We recommend a trackable, insured method; you remain responsible for the item until it reaches us.
REFUND AMOUNT
For eligible equipment returns, we will refund your original payment method, less the applicable restocking fee, original shipping and handling costs, and return freight shipping fees for heavy equipment. Charges may also apply for cleaning, refurbishment, or replacement packaging where required, assessed at our discretion and itemized for you before we process the refund.
SPECIAL ORDERS
Certain items are ordered from the manufacturer specifically for you and may carry lead times of several months. These are designated as special orders.
Because we commit to the manufacturer on your behalf, special orders may be non-cancellable and non-returnable except in the case of a defect, and any deposit may be non-refundable. Commercial equipment special orders typically require a 50% non-refundable deposit.
Where an item is a special order, we will tell you so in writing, state the applicable cancellation and refund terms, the lead time, and any non-refundable deposit amount, and ask you to confirm those terms in writing. Those written terms govern that order.
If we identify a special order after you have paid. We aim to identify special orders before you pay. If we do not, and we discover after your order is placed that an item is a special order, we will contact you promptly, explain the terms including any deposit requirement and lead time, and ask whether you wish to proceed. If you would rather not, we cancel the order and refund you in full, with no deduction of any kind. We will never apply special order terms, including a non-refundable deposit, to an order you did not agree to in writing.
RETURN MERCHANDISE AUTHORIZATION (RMA) REQUIREMENT
This section applies to equipment and other non-consumable products. Consumable items follow the process set out under Consumable Products above: damage, defect, and incorrect-item claims require no RMA and no return, and consumable returns for a cash refund are arranged by contacting us rather than through an RMA.
Before returning any equipment or other non-consumable merchandise, please obtain a Return Merchandise Authorization (RMA) by contacting our customer service team at hello@artizancoffee.com or 800-280-2698. We will respond in writing within two business days with the return address, any required documentation, and the deadline for shipping the item back. Returns sent without an RMA may be refused or subject to additional restocking fees.
REFUND PROCESSING TIME
Where a return is required, we process your refund within 3-5 business days of receiving and inspecting the returned item. Where no return is required, we process your refund or issue your store credit within 3-5 business days of approving your claim.
Depending on your payment provider, it may take an additional 5-10 business days for a refunded amount to appear in your account.
- If you paid via credit or debit card, processing times vary based on your bank's policies.
- If you paid via PayPal or other digital payment platforms, the refund may appear sooner but can still take a few days to clear.
If you do not see the refund after 10 business days, please contact your bank or payment provider, as processing times are beyond our control.
CONTACT INFORMATION
For any questions, to cancel an order, or to initiate a return, please contact us at:
Phone: 800-280-2698
Email: hello@artizancoffee.com
Artizan Coffee Company d/b/a Artizan Coffee Roasters
4350 Oakes Road, Suite 518
Davie, FL 33314
