###Terms of Use
# West Mount Coffee — Returns, Refunds and Shipping Policy
**Document number:** WMC/POL/RETURNS/2026-001 | **Rev 1.0** | **Date of issue:** 21.08.2026
### Order cancellation and modification
We roast to order, so cancellation windows are short.
You can cancel or change an order free of charge within 6 to 12 hours of placing it, provided it has not already been roasted or handed to the courier. Write to sales@westmountcaffe.com or message +91 95397 11001 with your order number.
Once an order has been roasted and packed we cannot cancel it, because freshly roasted coffee cannot be returned to stock. If the parcel has already shipped, refuse delivery or contact us and we will treat it under the returns section below.
Orders for coffee machines, grinders and equipment can be cancelled any time before dispatch. Once a machine has been dispatched or an installation has been scheduled, cancellation is at our discretion and a restocking charge of 10 percent may apply.
### Returns and refunds on coffee, tea and food products
Coffee is a perishable food product. Once a pouch is opened we cannot accept it back, resell it, or verify how it has been stored. This is a food safety position, not a commercial one, and it is standard across roasteries.
What we will do instead is this.
**If something is wrong with your order, we replace it or refund it in full.Tell us within 7 days of delivery and send a photograph. This covers:
- A damaged, torn, leaking or crushed pouch
- A broken seal or a pouch that has lost its vacuum
- The wrong product, wrong weight, wrong grind or wrong roast
- A missing item from your order
- Coffee that is stale, mouldy or has an off smell on opening
- Any product delivered past its best before date
You do not need to return the pouch to us for a replacement to be issued. In most cases a photograph is enough. If we do ask for it back, we arrange and pay for the pickup.
**Unopened packs** in original, saleable condition can be returned within **14 days** of delivery for a full refund. Return shipping on a change of mind is borne by you. Return shipping on our error is borne by us.
**We do not accept returns on:**
- Opened or partially used coffee, tea or food products, except where the fault is one of those listed above
- Products damaged by storage after delivery, including exposure to heat, moisture or direct sunlight
- Bulk green coffee, contract roasting and private label orders, which are governed by the individual supply agreement
- Job work and custom roast orders produced to your specification
- Products bought from a third party retailer or marketplace. Those returns go through the seller you bought from
### Returns and warranty on machines, grinders and equipment
Coffee machines, grinders, brewing gadgets and accessories are covered by the manufacturer warranty stated on each product page. Warranty periods differ by brand and model.
**Dead on arrival.** If a machine is faulty on first use, report it within **48 hours** of delivery with photographs or a short video. We will repair, replace or refund at our option after inspection.
**Transit damage.** Inspect the outer packaging before signing for a machine. If the carton is visibly damaged, note it on the courier's delivery sheet and photograph it before opening. Report to us within **48 hours**.
**Warranty claims after the first 2-4 days** are handled under the manufacturer warranty. Contact us and we will coordinate service.
**Not covered by warranty:** scale and mineral build up from untreated water, damage from incorrect voltage or phase, unauthorised repair or modification, cosmetic wear, and consumable parts such as gaskets, showerheads, filters and burrs.
Change of mind returns on machines are not accepted accepted
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### How to raise a return or a complaint
1. Message us on WhatsApp at **+91 95397 11001** or email **sales@westmountcaffe.com** within the timeline for your product type.
2. Include your order number, the item concerned, and clear photographs of the product and the packaging. For food quality issues, a photograph of the pack showing the roast date and batch code helps us trace the lot.
3. We acknowledge every request within **48 hours**.
4. We resolve or give you a decision within 7-15 working days**.
We keep batch and roast records for every lot we produce, so a genuine quality complaint can be traced back to the roast and the farmer producer organisation the coffee came from. If we got it wrong, we would rather know.
### Refunds
Approved refunds are issued to the original payment method through Razorpay.
- **Prepaid orders:** refunded to the original card, UPI ID, net banking account or wallet within **7 working days** of approval. Your bank may take a further 3 to 5 working days to reflect it.
- **Shipping charges** are refunded in full where the fault was ours. On a change of mind return, the original shipping charge is not refunded.
- **Store credit or replacement** is offered as an alternative where you would prefer it, and is processed immediately rather than waiting on a bank cycle.
We do not deduct any handling or processing fee from a refund issued because of our error.
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### Shipping and delivery
We ship across India from our factory at Kinfra Industrial Estate, Kalpetta, Wayanad, Kerala.
**Roasting and dispatch.** We roast to order. Orders are roasted and dispatched within 2-3 working days**.
Orders placed on Sunday or a public holiday are processed the next working day.
You receive a tracking link by WhatsApp and email as soon as the parcel leaves us.
**Estimated delivery times after dispatch:**
Approximate date will be available in tracking number message communicated with client along with final invoice.
**Shipping charges.** Free delivery on orders above **Rs. 200**. Below that, a flat **Rs. 50** applies and is shown at checkout before you pay.
Machines and equipment are quoted separately depending on weight and destination.
**Courier partners.** We ship by **DTDC**. We cannot deliver to PO Box addresses. Please give a full address with a landmark and a mobile number that will be reachable, since couriers in most areas call before delivery.
**Delivery attempts.** Our courier will attempt delivery 3** times.
If the parcel cannot be delivered and returns to us, we will contact you to arrange redelivery at an additional shipping charge, or refund the order value less the original shipping cost.
**Delays outside our control.** Monsoon disruption, road closures on the Wayanad ghat sections, strikes, public holidays and courier network delays can extend these estimates. We will keep you informed if we know a parcel is held up.
**International shipping.
Please contact Factory.
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### Product information
- All coffee is grown, processed and roasted in India. **Country of origin: India.
- Every pack carries a roast date and a batch code. Read the roast date, not just the best before.
- Our coffee is roasted at an FSSAI licensed facility. FSSAI licence number 11322999000026
- Net weights are as stated on the pack. Ground coffee settles in transit, so a pack may look less full than expected. The weight is correct.
- Product photographs are indicative. Packaging design may change between batches.
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### Grievance redressal
In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Rules, 2021, the details of our Grievance Officer are below.
**Grievance Officer:** Ajai
**Designation:** CEO
**Address:** West Mount Coffee, Kinfra Industrial Estate, Vellaram Kunnu, Chundale, Kalpetta, Wayanad, Kerala [CONFIRM PIN]
**Email:** sales@westmountcaffe.com]
**Phone:** 00919744321001
**Working hours:** Monday to Saturday, 9:00 to 18:00 IST
We acknowledge every complaint within **48 hours** of receipt and resolve it within **one month**, as required under the Rules.
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### Seller identity
**Customer care:** sales@westmountcaffe.com | +91 95397 11001
**Payments processed by:** Razorpay Software Private Limited, a PCI DSS compliant payment gateway
### Governing law
These terms are governed by the laws of India. Any dispute is subject to the exclusive jurisdiction of the courts at Kalpetta or Wayanad district, Kerala.
These Terms of Use, hereinafter referred to as "Terms and Conditions" or "T&C" or "Terms" or "Agreement," along with any other Policy or Statement or Information that may be placed on this website, hereinafter referred to as "Company" or “Website” or “We” or “Us,” as modified or amended from time to time, are a binding contract between the company and you, hereinafter referred to as "You" or "User" or "Your" or "Buyer" or "Customer."