Refund policy
Not Your Average™ Super Coffee+ is a consumable food product. Because of this, we're unable to accept returns of opened, used, or partially used product for hygiene and safety reasons. This is standard practice for food and beverage items and is not specific to us.
We do not offer returns or refunds for change of mind, taste preference, or a product not producing the results you personally expected. We stand behind our product's quality, and we make it right when something has genuinely gone wrong with your order - see below for exactly what qualifies.
When We Offer a Replacement or Refund
You're eligible for a free replacement or a full refund if:
- Your order arrived damaged, leaking, or with broken/tampered seals
- You received the wrong product or variant
- Your order arrived with items missing
- The product you received was expired or past its stated shelf life on arrival
- Your order was lost in transit and never delivered (confirmed with the courier)
We do not offer replacements or refunds for:
- Change of mind or no-longer-wanting the product
- Dissatisfaction with taste or flavour
- Reports of "it didn't work for me" / no perceived effect
- Delays caused by the courier once the package has left our facility (we'll help you track and escalate with the courier, but transit delays alone aren't grounds for a refund)
- Orders where an incorrect delivery address was provided by the customer
- Products damaged after delivery due to improper storage
Reporting a Problem
To be eligible for a replacement or refund under an eligible case above:
1. Contact us within 24 hours of delivery. Claims reported after this window may not be honoured, since we can no longer verify the condition of the product at the time of delivery.
2. Include your order number and clear photos (and video, for damaged/tampered seals) of the product, the packaging, and the shipping label.
3. Email care.neotalisman@gmail.com with the above.
We review every claim individually. We may ask follow-up questions or request additional evidence before approving a resolution. This is to keep the process fair for everyone, not to make it difficult for genuine cases.
Resolution
Once a claim is approved:
- Our default resolution is a free replacement of the affected item(s).
- If a replacement isn't possible (e.g., out of stock, or the issue is with the entire order), we'll issue a refund instead.
- We do not require you to ship anything back to us for consumable products, send photo/video evidence per the process above, and we'll process the resolution directly.
Refund Timeline
Approved refunds are issued to your original payment method within 7–10 business days of approval. Depending on your bank or payment provider, it may take a few additional days for the refund to reflect in your account after we've processed it.
Shipping charges (if any were paid) are refunded only when the eligible issue is a damaged, missing, wrong-item, or non-delivered order, not for any other case.
Order Cancellations
Orders can be cancelled only before they've been dispatched. Once an order has shipped, it cannot be cancelled. You'll need to follow the return/refund process above if there's a genuine issue with what arrives.
To request a cancellation, contact us immediately at care.neotalisman@gmail.com with your order number. We cannot guarantee cancellation if the order has already been picked and packed.