Refund policy

At Montesacro Store, we believe in keeping things simple and transparent, especially when it comes to our return policy. Here's how we handle returns, with a focus on making things right for you and your customers:

Your Responsibility: If there's a mistake on your end, such as providing incorrect product information or a wrong shipping address, we'll need you to cover the costs for correcting it. What to do? Simply email us at support@montesacro.store and let us know both the issue and the new order number. We'll prioritize your corrected order so it can get on its way quickly.

Our Responsibility: We're all human, and mistakes can happen on our end, too. Our error rate is very low (only 0.0425%), but if we do slip up, like sending the wrong grind of coffee, we fully take responsibility. Email us at support@montesacro.store and let us know about the mistake. We'll cover all costs for the new coffee and its shipping, and we'll get the corrected order out as fast as we can.

Shared Responsibility: Sometimes issues arise beyond our or your control, such as carrier errors, package theft, or items reported as undelivered. In these cases, you have the flexibility to decide the best course of action, whether that's filing a claim with the carrier or replacing the order. If you choose to replace the order, you'll cover shipping, and we'll cover the cost of the coffee up to $25.00. Just enter a new order, email us with the details and the new order number, and we'll refund the cost of the coffee and expedite the replacement.

To sum up: If the mistake is yours, you cover the cost; if it's ours, we cover it; and if it's no one's fault, we share the responsibility to ensure your customer remains happy. Please, never ask a customer to return coffee to us. It's not cost-effective given shipping costs, and we must discard any returned products for safety and quality reasons.

Please remember that we do not guarantee international orders, and bulk orders are sold Ex-Warehouse.

We're here to support you and ensure your customers are satisfied, every step of the way.