Return & Refund Policy

In compliance with Colombian Law 1480 of 2011 (Consumer Protection Statute), Decree 587 of 2016, and international specialty coffee trade standards.

1. Right of Withdrawal (Article 47, Law 1480 of 2011)

For purchases completed online via our store, consumers have up to five (5) business days following the physical delivery date to exercise their right of withdrawal.

Mandatory conditions for coffee products:

• Because coffee is a perishable food product for human consumption, packages must be returned in their original hermetically sealed packaging, with degassing freshness valves and safety seals fully intact, showing no signs of opening, tampering, or consumption.
• Opened bags, custom grind orders modified after packing, or partially consumed coffee are exempt from withdrawal.
• Return shipping costs back to our roastery in Jardín, Antioquia, Colombia, must be covered by the customer as established by applicable consumer legislation.

2. Quality Guarantee & Damaged Shipments

If upon receiving your parcel you notice any of the following occurrences:

• Packaging torn, crushed, or punctured during courier transit.
• Discrepancy in the coffee variety, bean weight, or grind type ordered.
• Physical defects in the bag or contents.

Please report the issue within two (2) business days of delivery by emailing ventas@ikhoffee.com or texting our WhatsApp line +(57) 314 8871802 with:

1. Your order confirmation number and full name.
2. Clear photos or video of the parcel, packaging damage, and the courier shipping label.
3. A concise description of the issue.

Upon verification, Ikhoffee will immediately dispatch a fresh replacement bag at zero cost to you, or process a full refund per your preference.

3. Payment Reversal (Decree 587 of 2016)

In accordance with Article 51 of the Consumer Statute, payment reversal applies for electronic transactions in cases of: suspected fraud, unauthorized transaction, product not received, or defective goods.

Customers have five (5) business days from discovering the occurrence to file a reversal claim with both Ikhoffee and their issuing payment bank.

4. Refund Procedure & Timeline

Once your returned item is safely received or the warranty claim is formally validated:

• Refunds are credited through the original payment processor or by direct bank transfer to the account holder.
• Refunds are completed within a maximum timeframe of fifteen (15) business days following final approval.