Refund policy

Return & Refund Policy

Whole Bean Coffee

Whole bean coffee is a perishable food product and is final sale.

For food safety, freshness, and quality-control reasons, all coffee sales are non-returnable, non-exchangeable, and non-refundable once shipped or delivered, except where required under applicable consumer protection laws or where an item arrives damaged, defective, or incorrect.

If there is an issue with your order, please contact us promptly at:

guestservices@arisingfromfire.com

We will work with you to review the issue and determine an appropriate resolution.


Coffee Equipment & Gear

We offer a 30-day return policy on eligible coffee equipment and gear that remains factory sealed and unused.

You have 30 days after receiving your item to request a return.

To be eligible for a return, the item must:

  • Be factory sealed
  • Be unused and unopened
  • Be in its original packaging
  • Include proof of purchase or receipt

Opened, used, damaged, altered, or unsealed equipment and gear are not eligible for return unless the item is defective or required by law.


How To Start a Return

To request a return, contact:

guestservices@arisingfromfire.com

If your return request is approved, we will provide return instructions and, where applicable, a return shipping label.

Items returned without prior authorization may be refused.


Damaged, Defective, or Incorrect Orders

Please inspect your order upon arrival.

If you receive a defective, damaged, or incorrect item, contact us as soon as reasonably possible so we can evaluate the issue and, where appropriate, provide a replacement, store credit, refund, or other suitable resolution.

We may request photographs or additional information to assist with the review process.


Non-Returnable Items

The following items are generally non-returnable and non-refundable unless required by applicable law:

  • Whole bean coffee and other perishable goods
  • Opened food products
  • Custom or special-order items
  • Personal care products
  • Sale or clearance items
  • Gift cards
  • Opened or used coffee equipment and gear

Gift cards are not redeemable for cash except where required by law.


Exchanges

We do not offer direct exchanges.

If an eligible return is approved, customers may place a new order separately.

Unless the return results from our error, customers are responsible for return shipping costs and any applicable duties, taxes, brokerage fees, or import charges.


Refunds

Approved refunds will be issued to the original payment method.

Please note that financial institutions and credit card providers may require additional processing time before the refund appears in your account.

Original shipping charges are non-refundable unless otherwise required by law or determined by Phoenix Coffee Company Inc. at its sole discretion.


Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws in Ontario or Canada.