Facilitating Ideal Coffee Experiences:
Our Return & Refund Policy

At Unspoken Secrets, we want you to be enthralled with every aspect of your coffee experience. We understand that sometimes things don't go as planned, and our return and refund policy is designed to make things right, smoothly and transparently. Shop with confidence, knowing we've got you covered.

Our Return Policy

We want you to get the best experience from your Unspoken Secrets products. Here's how our return policy works for different items: 

Coffee Machines: 14-Day Brewing Trial

Our premium coffee machines come with a 14-day trial period, starting from the day your machine is delivered. This gives you ample time to experience your new machine and ensure it brews to perfection. If, for any reason, you're not satisfied within this 14-day window, your coffee machine is eligible for a free return.

To qualify for a return, your coffee machine must be in its ideal condition:

● All original box contents must be included (manuals, accessories, and packaging materials).

● The machine must have no physical or functional damage that wasn't present upon delivery. While we understand normal wear and tear during the trial, significant damage from misuse will affect eligibility.

For all eligible returns within the trial period, Unspoken Secrets will cover the return shipping costs, making your experience entirely hassle-free.

Coffee Roasts: Freshness Guaranteed

To uphold the exceptional quality and freshness Unspoken Secrets is known for, we do not accept returns on perishable products like our exquisite coffee roasts. Once these products leave our facility, their environmental conditions can no longer be controlled, impacting their integrity. This policy ensures that every bag of coffee you receive is as fresh and flavorful as possible.

Coffee Accessories

For our range of coffee accessories (e.g., specialized brewing tools), returns are accepted on a discretionary basis. Factors that influence return include product condition, indirect damage, among other aspects. If an accessory is found to be defective upon arrival, please refer to our policy on damaged/defective products.

Sample Packages (100g)

If your experience with our curated 100g sample is deemed unsatisfactory, you are eligible for a full refund. This allows you to explore our diverse range of roasts without any reservations.

Gift Orders

Orders placed as gifts are eligible for return if the gift recipient deems it unsatisfactory. However, the return eligibility window is limited to 48 hours from the time of delivery.

Damaged or Defective Products: We'll Make It Right

In the instance that you receive a faulty or damaged product—whether it's a coffee machine, a bag of roasts, or an accessory—please reach out to our dedicated support team immediately. We're here to help rectify the situation promptly.

Upon contact, our team will initiate an assessment. This may involve requesting photos or videos of the damage, or arranging a pick-up for inspection. Based on our thorough evaluation, we'll determine the best course of action, which could include a replacement, repair, or a full refund.

Our Refund Policy

Refund requests are handled by our support team with careful consideration of specific eligibility criteria, including the product's condition upon return, the reason for the refund request, and adherence to the timelines outlined in this policy.

Refund Timelines

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that the exact timing for the refund to reflect in your account may vary depending on your bank or payment provider.

Refund Method: Original Payment Only

Please note that all refunds will exclusively be processed back to the original payment method used for the purchase. This ensures the security and integrity of all transactions. At this time, Unspoken Secrets does not offer store credit as a refund option. We believe in providing a direct refund to your original payment source for maximum transparency and convenience. This policy helps us streamline our refund process and ensure that funds are returned to you in the most straightforward manner possible.

Return and Refund Liability

Unspoken Secrets fosters complete transparency in its scope of liability concerning returns and refunds:

● Return Shipping for Trial Period: For products returned under the 14-day trial period, Unspoken Secrets covers the return shipping costs. We will coordinate with our trusted courier partner to schedule a pickup of your item from the original delivery address. While we arrange the logistics, customers bear a partial responsibility to coordinate with the courier partner by ensuring availability for pickup and preparing the package for handover. This includes being present at the scheduled time or making arrangements for someone to be available, and ensuring the item is securely handed over to the designated courier personnel. However, you are responsible for ensuring the product is presented securely to the courier partner to prevent damage during transit back to us. Any damage incurred during return shipping due to inadequate packaging will be assessed, and may impact the eligibility of the return or the amount of refund issued. We highly recommend using the original packaging whenever possible and ensuring items are well-protected.

● Returns Outside Policy: If a product is returned outside the specified trial or return period, or if it doesn't meet the "ideal condition" criteria (e.g., missing parts, significant physical damage not reported on delivery, or functional damage due to misuse), Unspoken Secrets reserves the right to decline the return or apply a restocking fee. Such fees will be communicated transparently and deducted from any potential refund. For products found to be intentionally damaged or tampered with, no refund or return will be provided, and the product may be returned to you at your expense.

Indirect Product Damage

Unspoken Secrets takes utmost care in the quality control and packaging of all our products. We are liable for direct defects or damages present at the time of delivery, as outlined in our "Damaged or Defective Products" section. However, Unspoken Secrets shall not be held liable for indirect damage to products that occurs after delivery and is not attributable to a manufacturing defect or shipping damage at the time of receipt.

This includes, but is not limited to:

● Damage resulting from improper use, neglect, or failure to follow manufacturer's instructions for operation, maintenance, or cleaning of coffee machines and accessories.

● Damage caused by accidents, natural disasters, power surges, or environmental factors (e.g., extreme temperatures, humidity) after the product has been delivered.

● Damage arising from unauthorized repairs, modifications, or the use of non-original parts or accessories not supplied or recommended by Unspoken Secrets.

● Cosmetic damage (e.g., scratches, dents) that does not impair the functionality of the product and occurs after delivery, unless explicitly reported as pre-existing damage upon receipt.

Customers are encouraged to inspect their products thoroughly upon delivery and report any issues within 24-48 hours. Our liability is strictly limited to the purchase price of the product. We do not assume liability for any consequential or incidental damages arising from the use or inability to use our products, beyond the terms explicitly stated in this policy. It is your responsibility to operate and maintain our products according to guidelines to ensure their longevity and performance.

Policy Amendments and Discretionary Rights

At Unspoken Secrets, we are dedicated to continuously improving your coffee experience and ensuring our policies reflect the highest standards of fairness and service. To that end, Unspoken Secrets reserves the right to amend, modify, or update this Return & Refund Policy at its sole discretion at any time.

We understand that policies need to evolve with the changing landscape of e-commerce, product offerings, and customer needs. Any changes to this policy will be effective immediately upon being posted on our website. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services and purchase of our products after any modifications signifies your acceptance of the revised terms.

Our commitment is to always act in good faith and with the best interests of our customers at heart. The exercise of our discretionary authority will always be aimed at ensuring a fair outcome, upholding product quality, and maintaining the integrity of our operations. This discretion extends to, but is not limited to, situations where unique circumstances may arise that are not explicitly covered by the stated terms, or where an interpretation is required to ensure an equitable resolution. We continually strive to optimize our processes to serve you better, making thoughtful adjustments that enhance both efficiency and customer satisfaction. We strive for transparency in all our dealings and will communicate any significant policy changes clearly and promptly. Our ultimate goal is to foster a relationship of trust and satisfaction with every member of the Unspoken Secrets community.

Unspoken Secrets reserves the right to exercise complete authority on all return and refund requests, and to modify these policies at its discretion to ensure fairness and maintain our high standards of quality and customer satisfaction. Your delightful coffee journey is our top priority, and we are always here to assist you.

For further queries and clarifications regarding our products and their return/refund policy eligibility, please feel free to reach out to our Support Team.