Roast Republik - Premium Quality Coffee

Return and Refund Policy

Cigma Building, Door 4E - Nakuru City

Effective: March 4, 2026

At Roast Republik, we are committed to ensuring our customers receive quality products and excellent service. This policy outlines when returns, replacements and refunds are accepted.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged.

Coffee beans (whole or ground)
Drinks and ready-to-consume items
Opened or used food products
Discounted, clearance or promotional items

However, these items may still be eligible for a replacement under Section 2.

When a Replacement is allowed

You may request a replacement if:

Wrong Item delivered

If the item delivered is not what you ordered

Damaged Item

If the item arrives broken, damaged or compromised. Must be reported within 24 hours with photo / video evidence.

Defective equipment or merchandise

Coffee equipment, accessories or merchandise found to have factory defects or faults. Must be reported within 7 days.

Replacement policy (updated as per your instructions)

Replacements are given first priority, before any refund is considered. Replacement depends on availability of:

The same product or
An equivalent product or
A product of equal or lower value

If the replacement product is of lower value, the difference will be refunded to the customer

If a suitable replacement is not available, only then a refund will be processed.

This ensures customers always receive a functioning product while maintaining fairness and consistency.

Return conditions for eligible items

Items approved for return must be:

Unused
In their original packaging
In the same condition they were delivered
Accompanied by proof of purchase

Failure to meet these conditions may result in rejection of the return.

Refund policy (updated)

Refunds are only processed if:

A replacement is not available and the item qualifies for return under this policy.
Refund timeline: 3 - 5 business days after the items is returned and approved
Refund method: M-Pesa, Bank transfer, Original payment method. Cash refunds are not offered.

Return Shipping costs

If the item is defective, damaged or wrong due to Roast Republik's error - Roast Republik covers shipping.
If the customer changes their mind or refuses a replacement - customer covers return shipping.

Order cancellation

Orders may be cancelled before roasting or dispatch
Once roasting or packaging begins, cancellation is not possible.

Special / Custom orders

Custom roasts, special blends, branded items and pre-ordered equipment are not eligible for cancellation or return unless defective

How to request a Return or Replacement

Contact customer support:

Phone: 0116905001
Email: roastrepublik@gmail.com
Provide: Order number, Reason for return, Photo / video proof (if damaged or defective)

10.

In-store returns

Eligible items may also be returned to:

Roast Republik, Cigma Building, Door 4E, Nakuru city
Open: 7:30AM - 5:00PM (Mon - Sat)

For any questions or concerns about this policy, please contact us.