Refund and Returns Policy

Tell us within 48 hours of delivery if an item is wrong, damaged or missing, and within 7 days if you find a quality problem once you open it. Send your order reference, a short description and a photo where you can.

We will offer you a replacement or a full refund for the affected item, including any delivery fee you paid for it. We may ask you to return the item or keep it aside so we can collect it, at our cost.

You can return unopened bags in their original sealed packaging within 7 days of delivery or collection. Bring or send them to the café at your own cost. We will exchange them or refund the price of the items, but not the original delivery fee.

We cannot accept change-of-mind returns for:

• Bags that have been opened or whose seal is broken.
• Coffee ground to your instructions.
• Items damaged after delivery, or not stored as advised.
• Food and drinks bought at the café. If something is not right with your meal or drink, please tell the team straight away so we can fix it.

If you cancel before we dispatch, or we decline or cannot complete an order, we refund everything you paid.

We refund to the M-Pesa number that paid for the order, or by bank transfer for wholesale accounts. Refunds are made within 7 working days of approval, and we cover any transfer charges.

This policy is in addition to your rights under the Sale of Goods Act and the Consumer Protection Act, 2012. It does not reduce them.

To start a return or refund, email hello@jowamroasters.com, call or WhatsApp +254 115 527 473, or visit us at Lavington Mall, James Gichuru Road, Nairobi, Kenya.