Refund policy
Return and Refund Policy
Last updated: October 20, 2026
Returns and cancellations
At Pilar Street Coffee Co., we want you to be satisfied with your purchase. Return eligibility depends on the product purchased and the reason for the return.
Change-of-Mind Returns
We accept change-of-mind returns for whole-bean coffee only, provided that:
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The return is requested within three (3) calendar days after delivery.
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The coffee bag remains unopened and in its original factory-sealed packaging.
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The packaging is in pristine, undamaged, and resaleable condition.
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The product has not been used, altered, or tampered with.
Ground coffee is not eligible for change-of-mind returns, even if the packaging remains unopened.
All change-of-mind returns are subject to inspection and approval. We reserve the right to decline voluntary returns that do not meet the conditions above.
Return Shipping
Return shipping is free for approved returns, and we will provide return instructions and a return label where available.
Order Cancellations
You may request cancellation or removal of items from your order within one (1) hour after the order is placed.
Cancellation requests are subject to the order's fulfillment status. Once an order has been processed or dispatched, cancellation may no longer be possible.
These conditions do not limit your rights under applicable consumer protection laws.
How to start a return or cancellation
You can submit a return or cancellation request by logging into your customer account.
Alternatively, you may contact us at pilarstreetcoffeeco@gmail.com for assistance.
Please provide your order number, the product concerned, and the reason for your request.
If your return is approved, we will provide instructions on how and where to send your package.
Please do not send items back without first requesting a return.
Damages and issues
Please inspect your order upon delivery.
If you receive an incorrect, damaged, defective, or otherwise nonconforming product, contact us as soon as reasonably possible so we can investigate and resolve the issue.
We encourage customers to report delivery-related concerns within three (3) calendar days of receiving their order. Photographs of the product and its packaging may help us assess the concern.
Where a product issue is confirmed, we will provide an appropriate remedy, which may include replacement, refund, or another remedy available under applicable Philippine consumer protection laws.
The three-day reporting period and restrictions on change-of-mind returns do not limit statutory rights relating to defective, incorrect, or otherwise nonconforming products.
Exceptions and non-returnable items
The following are not eligible for voluntary change-of-mind returns:
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Ground coffee, regardless of whether the packaging has been opened.
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Whole-bean coffee that has been opened or has a broken seal.
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Products with damaged, altered, or otherwise non-resaleable packaging.
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Products that have been used or tampered with.
These exclusions apply only to voluntary returns and do not affect applicable consumer rights concerning defective, damaged, incorrect, or misrepresented products.
If you are uncertain whether your item qualifies for return, please contact us before sending it back.
Exchanges
If you would like to exchange an eligible product, please contact us before returning the item.
Exchanges for change-of-mind requests are subject to the same eligibility conditions as voluntary returns and product availability.
For incorrect, defective, or damaged products, we will assess the appropriate remedy in accordance with applicable consumer protection laws.
Refunds
Once we receive and inspect an approved return, we will notify you of the outcome of your refund request.
If approved, the refund will be issued to your original payment method unless otherwise agreed or required by applicable law.
Your bank or payment provider may require additional time to process and post the refund.
No restocking fee will be charged for approved returns.
If you do not receive your refund within a reasonable period after confirmation, please contact us for assistance.
This policy does not limit any rights available under applicable consumer protection laws, including those concerning defective products, goods that are not as described, incorrect orders, undelivered goods, or other failures to comply with applicable law.
Contact
For cancellations, returns, exchanges, refunds, or concerns about your order, please contact:
Pilar Street Coffee Co.