Refund policy

Refund & Return Policy

At 18 Grams, we are committed to delivering high-quality coffee and ensuring your satisfaction with every order.

1. Return & Refund Eligibility

We offer a 7-day return window from the date you receive your order.

You may be eligible for a return, refund, or replacement if:

  • The item is unused, unopened, and in its original packaging with tags

  • The product is defective, damaged, or incorrect

Due to the perishable nature of coffee, opened or used products are not eligible for return unless defective.

2. How to Request a Return or Refund

To initiate a request, please get in touch with us within 7 days of receiving your order via:

  • Phone/WhatsApp: +201551116258

Please include:

  • Your order number

  • A description of the issue

  • Photos (for damaged, defective, or incorrect items)

⚠️ Returns sent without prior approval will not be accepted.

3. Return & Exchange Process

  • If your return is approved, we will proceed with the item return 

  • Exchanges are only available for defective or incorrect items.

4. Refund Process

  • Once we receive and inspect your return, we will notify you of the approval status.

  • Refund via Instapay for faster processing. In this case, you will need to provide your registered Instapay number. Approved refunds via Instapay are typically processed within 1–3 business days.

5. Non-Refundable Items

We do not accept returns or offer refunds for:

  • Opened or used coffee products (unless defective)

  • Sale or discounted items

  • Requests made after the 7-day window

6. Shipping Costs

  • Shipping fees are non-refundable.

  • If a return is approved (for non-defective items), return shipping costs may be deducted from your refund.

  • If the item is defective or incorrect, we will cover the return or replacement shipping.

7. Customer Support

If you have any questions or concerns, our support team is here to help:

  • Phone/WhatsApp: +201551116258