Refund policy

Refund Policy (USA)

At Pemberley Estate Coffee & Tea, we want you to love what you receive. Because many of our products are shipped by fulfillment partners and some items are perishable, our return rules vary by product type.

If you have an issue with an order, please email us at contact@pemberleyestate.store and we’ll make it right.

1) Eligibility and Timeframes

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery so we can help quickly.

To request a replacement or refund, email contact@pemberleyestate.store with:

Your order number
A brief description of the issue
Photos of the item and packaging (for damage claims)

Approved claims will receive either a replacement or a refund, depending on the item and what’s available.

Returns for Change of Mind

We do not accept returns or exchanges for:

Changing your mind
Ordering the wrong item
Preference (for example, roast/tea taste not as expected)
Sizing issues for apparel (please double-check size charts before ordering)

2) Non-Returnable Items

The following items are final sale and not returnable (except in cases of damage/defect/incorrect item):

Perishable items such as coffee and tea
Print-on-demand (POD) items made to order (apparel, mugs, bags, pillows, journals, puzzles, etc.)
Gift cards
Digital/downloadable products (if offered)

If any of the above arrive damaged/defective/incorrect, we will replace or refund per the process in Section 1.

3) Return Authorization (when a return is required)

Most issues can be resolved without returning the item. If we do need the product returned, we will provide return instructions and a Return Authorization (RA) number.

Do not send returns without authorization.
If a return is authorized, please write the RA number on the outside of the package (or include it on a note inside the box).

Return shipping costs are not reimbursed unless the return is due to our error (wrong item shipped) or the item arrived damaged/defective and we specifically request the return.

4) Refunds

Once your claim is approved, refunds are issued to your original payment method.

Refunds are processed within 3–5 business days after approval.
Your bank or card issuer may take additional time to post the refund.

5) Exchanges

We only offer exchanges/replacements for items that are damaged, defective, or incorrect.

To request a replacement, email contact@pemberleyestate.store within 7 days of delivery with your order number and photos (if applicable).

6) Late or Missing Refunds

If you haven’t received a refund:

Check your bank account again
Contact your credit card company (posting times vary)
Contact your bank (processing delays can occur)

If you still need help, email us at contact@pemberleyestate.store.

7) Shipping Issues and Wrong Addresses

Please verify your shipping address carefully at checkout.

If an order is returned to us or the fulfillment partner due to:

An incorrect or incomplete address provided at checkout, or
Refused delivery,

we can reship the order at your expense. Refunds (if any) will be reduced by any shipping/return fees charged by the carrier or fulfillment partner.

8) Sale Items

Discounted items are final sale for change-of-mind returns.
However, damaged/defective/incorrect items are always covered under this policy.