Refund policy

Return and Refund Policy

Effective Date: October 24, 2025
Applies to: All online orders within the Philippines placed through Sibs Coffee Roasters website or official sales channels.

1. General Policy

We value your satisfaction and aim to provide you with freshly roasted coffee and quality products. Please note that coffee is a perishable item, and therefore, we cannot accept returns or exchanges on roasted coffee once the bag has been opened or used, except in cases of wrong or damaged items.

If you receive an incorrect or defective item, we will gladly replace or refund it, following the guidelines below.

2. Eligibility for Return or Refund

You may request a return or refund if:

  • The item received is incorrect (wrong item, size, or variant).

  • The item is damaged or defective upon arrival.

  • The item was lost in transit or not delivered within the expected timeframe.

  • You received a duplicate charge or billing error.

3. Non-Returnable Items

We do not accept returns or refunds for the following:

  • Opened or used coffee bags (due to freshness and food safety).

  • Change of mind or preference in taste.

  • Items beyond 7 days from delivery date.

  • Sale or promotional items, unless defective.

  • Customized or made-to-order products (e.g., labeled packaging or personalized items).

4. Process for Return or Refund

To request a return or refund:

  1. Contact us within 7 days of receiving your order at contact page

  2. Include your order number, photo of the item, and a brief description of the issue.

  3. Our team will review your request within 2–3 business days.

  4. If approved, we will arrange:

    • A replacement item, or

    • A refund through your original payment method (processing may take 3–7 business days).

For courier issues (e.g., damaged parcels), please keep the original packaging and coordinate with us before returning the item.

5. Shipping of Returns

  • Returns are handled through J&T Express or LBC (depending on location).

  • We will provide a return shipping label for approved cases.

  • If the return is due to customer error (wrong address, unclaimed parcel, etc.), the reshipping cost will be shouldered by the buyer.

6. Freshness and Quality Guarantee

Our coffee is roasted fresh and packed in sealed bags with degassing valves to preserve quality. We recommend consuming within 30 days from roast date for best flavor.
If you experience unusual taste or quality issues, please contact us immediately so we can review and assist.

7. Contact Information

For return and refund concerns, please contact:
📧 Email: contact@sibscoffeeroasters.com
📱 Mobile/Viber: 0917 143 6869
🏢 Address: 306-A GFS Building, Barangka Drive, Mandaluyong City

8. Compliance

This policy follows the guidelines under the Philippine Consumer Act (RA 7394) and DTI E-Commerce Guidelines, ensuring fair consumer protection for online transactions.