Refund policy

We want you to love every cup of Terra Lava. If there’s ever an issue with quality or your order, we’ll make it right.

30-Day Policy

You have 30 days after receiving your order to request a return or exchange.

Eligibility

  • Defective or damaged items: If your coffee arrives defective, damaged, or you receive the wrong product, we’ll replace or refund it right away—even if the pouch has been opened.

  • Exchanges: Unopened coffee pouches in their original packaging may be exchanged for another roast or product.

  • Proof of purchase is required.

How to Start a Return or Exchange

Contact us at shop@terralava.com with your order number and details. If your request is accepted, we’ll send you a prepaid return shipping label and instructions.

Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if anything is wrong. We’ll evaluate the issue quickly and send a replacement or refund.

Exceptions

  • We cannot accept returns of opened coffee pouches unless they are defective.

  • Sale items and gift cards are final sale.

European Union Customers

If your order ships into the EU, you have a 14-day cooling-off period to cancel or return your order for any reason. Items must be unopened and in original condition.

Refunds

Once we receive and inspect your return, we’ll let you know if your refund was approved. If approved, your refund will be processed to your original payment method within 10 business days. (Bank or credit card processing may take a little longer.)

If more than 15 business days have passed since your refund approval, please contact us at shop@terralava.com.