Refund policy
General Policy Statement
All sales of coffee, tea, and related consumable or perishable products (“Products”) sold through Velterra Coffee (managed by Cornellis Group) are final and non-refundable. Due to the perishable nature of these goods, returns, exchanges, or refunds are strictly prohibited under any circumstances, except as required by applicable law.
By completing a purchase on the Velterra Coffee website, you (“the Customer,” “you,” or “your”) expressly acknowledge and agree to be bound by this Return and Refund Policy in its entirety.
Non-Returnable and Non-Refundable Goods
All Products offered by Velterra Coffee—including but not limited to roasted coffee, ground coffee, loose-leaf tea, tea bags, and other perishable items—are classified as non-returnable and non-refundable.
No returns or refunds will be accepted for reasons including, but not limited to:
- Taste, aroma, or flavor preferences
- Packaging variations or labeling differences
- Delay in delivery once the shipment has left our facility
- Perceived quality or freshness concerns beyond our control
Once a Product leaves our fulfillment facility, it is deemed final sale and cannot be re-stocked, re-sold, or reused for health and safety reasons.
Damaged, Defective, or Incorrect Items
Velterra Coffee implements rigorous quality assurance protocols. However, in the rare event that a Product arrives damaged, defective, or incorrect, you must notify us within forty-eight (48) hours of receipt via email at general@cornellisgroup.com.
Your written claim must include:
- Full name and order number
- Detailed description of the issue
- Clear photographic evidence of the affected Product and packaging
Before returning any item, you must obtain a Return Authorization Number (“RAN”) in writing.
Unauthorized returns without a valid RAN will be rejected and not processed.
If a return is authorized, all return shipping and handling costs are the sole responsibility of the Customer. Velterra Coffee does not provide prepaid return labels and assumes no liability for lost, delayed, or damaged return shipments.
Upon review, Velterra Coffee may, at its sole and absolute discretion, choose to:
- Replace the affected Product,
- Issue store credit, or
- Deny the claim if evidence is insufficient or the issue falls outside the scope of this Policy.
Shipping and handling fees are non-refundable in all cases.
Risk of Loss and Title Transfer
All risk of loss, damage, or deterioration transfers to the Customer upon confirmed delivery to the carrier. Title passes upon full payment. Velterra Coffee and Cornellis Group shall not be liable for theft, loss, spoilage, or mishandling after delivery confirmation.
Legal Exceptions
Nothing in this policy limits rights that cannot be excluded under applicable law. However, as permitted by Article 16(d) of Directive 2011/83/EU and similar consumer laws, cooling-off or withdrawal rights do not apply to perishable goods such as coffee and tea.
Fraud and Misuse
Velterra Coffee reserves the right to cancel or deny any order or claim that appears fraudulent, abusive, or inconsistent with this policy. Attempts to dispute or reverse charges contrary to these terms may result in legal action.
Contact
All return inquiries or RAN requests must be sent to:
Email: general@cornellisgroup.com
Phone or verbal requests are not accepted.
Policy Updates
Velterra Coffee, managed by Cornellis Group, may modify or update this Return and Refund Policy at any time without notice. The policy posted on velterracoffee.com at the time of purchase applies.