Refund & Return Policy

A customer may request a refund, replacement, or appropriate resolution when:

• The wrong product was delivered.
• The product arrives damaged or has been compromised during delivery.
• The product is defective or does not conform to the description or order.
• There is a verified quality issue with the coffee attributable to REMY COFFEE.
• An order is cancelled before it has been dispatched, where applicable.

For food and coffee products, returns are generally accepted only where there is a verified quality, packaging, damage, or order-fulfilment issue.

For hygiene and product-safety reasons, opened or used coffee products may not be eligible for return unless the product is defective, damaged, contaminated, or otherwise does not conform to the order.

Customers should contact REMY COFFEE as soon as reasonably possible after receiving an order.

Please provide:

• Order number or proof of purchase
• Description of the problem
• Photos or videos of the product and packaging, where applicable
• Delivery details

We may request the product to be returned or inspected before approving a refund or replacement.

Depending on the circumstances, REMY COFFEE may provide:

• A full refund;
• A replacement product;
• A partial refund or price adjustment where appropriate; or
• Another appropriate remedy agreed with the customer.

Where a refund is approved, it will normally be made using the original payment method where practical.

If you receive an incorrect or damaged order, please notify us promptly. Where the issue is confirmed to be attributable to REMY COFFEE or our delivery arrangements, we will arrange an appropriate replacement, refund, or other remedy.

Customers should contact REMY COFFEE as soon as possible if they wish to cancel an order.

Cancellation may not be possible once an order has been prepared, dispatched, or delivered. Any cancellation rights provided by applicable Rwandan law remain unaffected by this policy.

A refund may not be available where:

• The customer simply changes their mind after receiving a correctly supplied product, subject to any rights provided by applicable law;
• The product has been damaged after delivery through improper storage or handling by the customer;
• The customer provides incorrect delivery information and the resulting loss is attributable to that information;
• The product has been opened or used without there being a verified quality or conformity issue.

This does not limit any consumer rights that cannot legally be excluded.

Once a refund has been approved, REMY COFFEE will initiate the refund within a reasonable period. The time for the funds to appear in the customer’s account may depend on the customer’s bank, mobile-money provider, card issuer, or payment service provider.

For refund, return, or order-related enquiries:

Please include your order number and relevant details so that we can assist you efficiently.

Nothing in this policy is intended to exclude or restrict any consumer rights or remedies available to customers under applicable laws and regulations of Rwanda.