1. Perishable Goods
At Coffee Lab Bangladesh, we take great pride in the quality and freshness of our roasted coffee beans. Due to the perishable nature of these products, we cannot accept returns on coffee beans once the bag's heat-seal has been broken or tampered with.
If you find that your coffee beans are not up to our standard, please contact our quality control team at our Uttara office within 48 hours of receipt. While we cannot offer returns for personal flavor preferences, we are committed to ensuring every bag meets our lab-tested roast profiles.
2. Equipment Returns
For brewing equipment, espresso machines, and accessories, we offer a 7-day return policy. To be eligible for a return, your item must be unused, in the same condition that you received it, and must be in its original packaging with all manuals and accessories included.
Items showing any signs of use, water damage (for machines), or damaged original packaging will not be accepted for a full refund. A restocking fee of 15% may apply to opened equipment that remains in new condition.
3. Damaged or Defective Items
We perform rigorous quality checks on all outgoing orders, particularly high-end espresso gear. However, if your item arrives damaged or is defective upon arrival, you must notify us within 24 hours of delivery.
To process your claim, please provide your order number and clear photographic or video evidence of the damage/defect via email or our official WhatsApp channel. Once verified, we will arrange for a prompt replacement or full refund at no additional shipping cost to you.
4. Refund Process
Once your return is received and inspected by our technical team, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed through the original method of payment within 7-10 business days.
Please note that depending on your bank or MFS provider (BKash/Nagad), it may take additional time for the credit to officially reflect in your account. Shipping costs are non-refundable unless the return is a result of our error (defective or incorrect item).
5. Warranty Claims
All electrical equipment and professional espresso gear are covered by their respective manufacturer warranties, typically handled through our authorized service center in Uttara, Sector 12.
Warranty claims should be initiated by bringing the equipment and original invoice to our service center. Our technicians will assess whether the issue is a manufacturing defect or the result of improper use (e.g., poor water quality, scale buildup, or voltage fluctuations). For items under warranty, repairs or parts replacement will be provided free of charge.