Refund and Returns Policy
Last updated: 20 August 2026
Coffee and coffee products
Coffee is a perishable food product. Once a sealed bag leaves our hands we cannot resell it, so we cannot accept returns simply because you changed your mind.
We will always put right anything that is our fault.
Tell us within 7 days at info@utakecoffee.com or +254 114 767 836, with your order number and a photograph, if:
- the coffee arrived damaged, split, or with a broken seal
- we sent the wrong item, roast, or grind
- the product was past its best-before date on arrival
- the order is incomplete
We will replace it or refund it in full, including delivery. We will not ask you to send perishable goods back at your own cost.
On taste. Specialty coffee is a matter of preference, and our medal- winning Medium Roast is a bright, fruit-forward Kenyan profile that will not suit everyone. We do not refund on preference alone — but talk to us. We would rather help you find the right roast or grind than have you give up on it. Ask us, and we will make a recommendation.
Equipment and accessories may be returned within 14 days if unused and in original packaging. Return shipping is yours unless the item is faulty.
Courses and training
Course places are limited and we turn people away to hold them, so notice matters.
| You cancel | You receive |
|---|---|
| 14+ days before start | Full refund, less a USD 50 administration fee |
| 7–13 days before | 50% refund, or transfer to a later date at no charge |
| Under 7 days | No refund; transfer at our discretion |
| No-show | No refund |
If we cancel or reschedule, you get a full refund or a place on the next session, whichever you prefer. If we have to move a date for reasons outside our control, we will offer a transfer first and a refund if that does not work for you.
SCA and CQI examination fees are set and collected by those bodies, and their own refund rules apply. We will tell you which fees are theirs before you pay, and we will point you to their current terms.
⚠ GEORGE: do not restate SCA or CQI refund terms in your own words here.
Link to their pages instead — their policies change and you do not want to
be bound by a stale summary of someone else’s terms.
Transfers. You may send someone else in your place at no charge, provided they meet the prerequisites and you tell us at least 3 days ahead.
Refund method and timing
Refunds go back to the original payment method. Allow 7–14 working days after we approve it, plus your bank’s own processing time. M-Pesa refunds are usually faster.
Wholesale and bulk orders
Wholesale, green coffee, and custom-roast orders are governed by the contract agreed at the time of order, not by this policy.
Contact
info@utakecoffee.com · WhatsApp +254 114 767 836 · +254 20 4408897
We are a small team in Nairobi. If something has gone wrong with your order, message us — we would much rather fix it than argue about it.