# Returns and refunds

Source: https://web.demo.busymate.ai/returns

> How to send coffee back to Northwind, the two windows that apply, and what happens to your money.

Coffee is not a normal returnable product: once a bag is open, we cannot resell it. So there are two rules rather than one.

## Unopened, within 30 days

Send it back and the full price is refunded to the original payment method within 3-5 business days of it arriving with us.

## Opened, within 14 days of delivery

Tell us within 14 days of delivery and we will replace it with something that suits you better, or refund it. **Keep the coffee** — we do not want an opened bag back, and shipping it would cost more than the bag.

## Damaged or wrong

A split bag, a leaking valve or the wrong beans is our mistake. We send the right thing immediately and you do not need to return anything.

## Starting one

Ask the assistant to start a return for an order and it will confirm the item and the amount with you first, then open it. You can also reply to the order confirmation email.

## What is not covered

Coffee bought more than 30 days ago, and subscription shipments that were already delivered before a pause took effect — pause before the next roast date and that one never ships.