Refund policy

Effective Date: 2025‑08‑21 | Next Review: 2026‑02‑21 
Applies To: Retail customers in Canada (Ontario) 

1. Overview 

This policy outlines how you can return products purchased from Dawnbird INC and request refunds. Our goal is to handle returns fairly while maintaining the freshness and integrity of our products. 
Please review this policy before making a purchase. Your statutory rights under the Consumer Protection Act (Ontario) remain unaffected. 

2. What We Offer 

The policy applies to coffee (roasted beans and ground), tea and matcha, and branded merchandise (mugs, cups, brewing equipment). Gift cards and promotional codes are also addressed. 

3. Return Eligibility 

1. Coffee, Tea and Edible Products: All edible products are final sale and non‑refundable. Due to freshness and food safety concerns, we do not accept returns or exchanges of roasted coffee, ground coffee, tea, matcha or other consumables. If you receive the wrong item or a defective product, contact us within 14 days of delivery for resolution. 
   
2. Equipment and Merchandise: Unused brewing equipment and branded merchandise in their original packaging and condition may be returned within 30 days of delivery. You must provide the order number or receipt. Items must be unused, undamaged and include all parts. 
   
3. Gift Cards & Promotional Codes: Gift cards and promotional codes are non‑refundable and cannot be exchanged for cash. 

4. How to Initiate a Return 

Contact our customer support team at support@dawnbird.coffee with your order number, reason for return and photos (if applicable). Returns without prior authorization will not be accepted. We will provide a return authorization number (RMA) and shipping instructions. 
Customers are responsible for return shipping costs unless the product is defective or we made an error. We recommend using a trackable service and purchasing shipping insurance; we are not responsible for packages lost in transit. 

5. Inspections and Refunds 

Once we receive and inspect your return, we will notify you by email. If approved, a refund will be issued to your original method of payment within 10 business days. Depending on your bank or credit card issuer, processing times may vary. 
If your return is not approved (e.g., item used or damaged), we will return the item to you at your cost. 

6. Exchanges 

For equipment and merchandise, the fastest way to exchange an item is to return it following the process above and place a new order. We do not hold items for exchange. 

7. Return Address 

Unless otherwise instructed, ship returns to: 

8. Exceptions & Special Cases 

• Defective Items: If a product is defective, notify us within 14 days of delivery. We will offer a replacement or refund and cover return shipping.
• Customized Products: We do not currently offer customization. Should we do so in future, customized products would be non‑returnable unless defective.
• Wholesale Orders: Returns for wholesale or B2B sales are subject to separate terms (see Wholesale/B2B Addendum below). 

9. Jurisdiction Notice 

This policy is governed by Ontario law. Some jurisdictions outside Ontario may grant additional rights. Customers outside Ontario should contact us to discuss arrangements before returning goods.