Returns & Exchange
Grey Soul Coffee Private Limited does not fulfil returns after the order is successfully placed and payment is made by the buyer. Buyers are requested to place the order only if they agree with this term.
Grey Soul Coffee Private Limited will accept exchange of our products purchased through our website only, subject to the terms and conditions mentioned below…
- Exchange requests will be entertained only in case our products received by the buyer are in damaged condition. Only such broken / damaged products will be considered for return and exchange thereafter.
- Buyer has to inform the company of his OR her intention to exchange the broken / damaged products within 48 hrs of receipt of the goods at his OR her shipping address.
- Such broken / damaged products should be sent to Grey Soul Coffee Roasters only after written email consent from the company to send back the product.
- All exchanges will be made after we receive the returned shipment of broken / damaged products. This is to confirm that you really received broken / damaged products. The courier charges for returning the products will be borne by the company.
- At Grey Soul Coffee Roasters, we aim to provide every customer with a genuine and transparent service experience. To prevent fraud and ensure accurate claim validation, we require a full unboxing video for all concerns related to missing items, damaged packaging, wrong grind size, or incorrect products. The unboxing video must clearly show the unopened parcel, shipping label, outer package, sealed tape, and the complete opening process until the product is fully visible. Without this video, we will not be able to process any claim.
- If a customer receives a damaged product—such as a coffee bag with an improper seal, torn packaging, leakage, or any visible defect—they must share the unboxing video along with clear photos of the outer bag. It is strictly required that the customer does not open the inner white pouch, as opening it disqualifies the claim. Once the issue is verified, we will provide a return label. After the customer returns the product and it reaches our facility, we will proceed with sending a replacement.
- In cases of missing items, customers must again provide the complete unboxing video and relevant photos. After verification, we will issue a return label and send the replacement only after receiving the returned shipment. For wrong grind size or incorrect products, the customer must report the issue within 24 hours of delivery. Claims are only accepted when supported with a proper unboxing video and photos. Grind-related replacements are allowed when the grind size is clearly incorrect, but espresso grind complaints are generally not eligible unless the video clearly proves the mistake due to the similarity between espresso and Turkish grind. All replacements follow the same process: return label → return shipment → replacement after receiving the product.
- As coffee is a perishable product, we cannot accept returns or issue refunds for any opened or used items. This includes situations where either the outer coffee bag or the inner white pouch has been opened. Claims made after 24 hours of delivery are also not eligible. Refunds are only issued when replacement stock is unavailable, or when a verified issue (such as damage, missing items, or wrong product) cannot be resolved through replacement. Refunds to online payment methods take 5–7 working days.
- We do not offer refunds or replacements in situations where there is no unboxing video, the video begins after the package is opened, the inner pouch is opened, espresso grind disputes lack proof, courier delays occur, or claims are submitted after the 24-hour window. For any issues, customers must contact us within 24 hours through email so we can resolve their concern promptly and smoothly.
Grey Soul Coffee Private Limited
Lane 6, Koregaon Park, Pune, Maharashtra 411048
