Last updated: 10/02/2026

At Oro Negro Coffee (“we”, “our”, “us”), customer satisfaction is important to us. Due to the nature of our products (coffee and consumable food items), we have specific guidelines regarding returns, refunds, and replacements. Please review this policy carefully before making a purchase.

1. No Returns on Opened or Used Products

For hygiene and food safety reasons, we do not accept returns of opened, used, or consumed products. Once a coffee product has been opened, it cannot be returned or refunded.

2. Damaged, Defective, or Incorrect Items

We will offer a replacement or refund in the following cases:

The product arrives damaged during shipping
The product is defective
You received an incorrect item

To be eligible for a replacement or refund, you must contact us within a reasonable time after delivery and provide:

Your order number
A description of the issue
Clear photos of the damaged, defective, or incorrect product and packaging

We reserve the right to assess each claim on a case-by-case basis.

3. Refund Process

If your claim is approved, we will process your refund to the original payment method used at checkout. Refund processing times may vary depending on your payment provider (e.g., Stripe, PayPal, MercadoPago) and financial institution.

Please note that shipping costs are generally non-refundable, except in cases where the error was caused by us.

4. Replacements

In certain cases, we may offer a replacement product instead of a refund. Replacement shipments are subject to product availability and may require additional delivery time.

5. Non-Refundable Items

The following items are not eligible for refunds or returns:

Opened or used coffee products
Gift cards or promotional items (if applicable)
Items damaged due to misuse, improper storage, or handling by the customer

6. Shipping Issues and Delivery Delays

We are not responsible for delays caused by shipping carriers, customs processes, or events beyond our control. However, if your package is lost or significantly delayed, please contact us and we will work with the shipping carrier to investigate the issue.

7. How to Contact Us

If you experience any issues with your order, please contact us at:

Email: contact@oronegrocafe.com
Website: https://oronegrocafe.com

Please include your order number and any relevant details to help us assist you as quickly as possible.

8. Changes to This Policy

We reserve the right to update or modify this Refunds & Returns Policy at any time. Any changes will be posted on this page with an updated “Last updated” date. Continued use of our website after any changes constitutes acceptance of the revised policy.