Refund policy

RETURN & REPLACEMENT POLICY

At First Light Roast, we believe your morning coffee ritual should be peaceful and uncomplicated. While we take great care in roasting, packing, and shipping every order, we understand that unexpected issues can occasionally occur. We are committed to resolving any discrepancies thoughtfully, fairly, and with genuine care.

Errors at Checkout

If an issue arises due to an error made during checkout—such as an incorrect shipping address, wrong grind selection, or accidental product choice—the costs for replacement and reshipping remain the responsibility of the customer.

How to resolve this:
Please place a new, correct order on our website, then contact our support team with both your original and new order numbers. We will prioritize your replacement to minimize any interruption to your morning routine.

Fulfillment Mistakes on Our Part

While we aim for careful attention to detail in every batch we pack, mistakes can sometimes happen. If we ship the incorrect product, an incorrect grind, or make a fulfillment error, we take full responsibility.

In these situations:

  • We will replace your order at no additional cost to you.

  • All shipping fees for the replacement will be fully covered by First Light Roast.

  • Your corrected order will be processed with priority.

Simply contact our support team with your order number and a brief note, and we will make it right.

Shipping Carrier Issues & Lost Packages

Occasionally, delivery issues arise that are beyond our control, such as carrier delays, missing packages, or orders marked as "delivered" but not received. If you experience a lost package, you can file a claim directly with the carrier, or request a replacement through us.

If you request a replacement from First Light Roast:

  • The customer will cover the replacement shipping fee.

  • First Light Roast will absorb the product cost (up to $25 USD) to support you in restoring your morning routine.

  • Please reach out to our team with your replacement order number and details of the carrier issue so we can process your reimbursement promptly.

Important Return Notice

For health, safety, and quality-control reasons, we cannot accept physical returns of coffee products. Please do not ship coffee back to our roastery, as all returned food items must be discarded immediately upon arrival.

How to Request a Replacement

To process a replacement smoothly:

  1. Place a new order through our online store.

  2. Complete the checkout process.

  3. Contact our support team with:

    • The new order number

    • The original order number

    • A brief description of the issue

Once received, we will apply the appropriate refunds or reimbursements and provide you with updated tracking details.

International & Volume Orders

  • International Shipments: We cannot guarantee delivery times or arrival once international shipments have been handed over to your local postal carrier.

  • Bulk & Wholesale: All bulk and wholesale orders are sold under Ex-Works (EXW) terms and may be subject to separate agreements.