Last updated: 13 Sep 2026
Laterite Coorg (LATCO)
Effective date: 13 Sep 2026
At Laterite Coorg, we take pride in the coffee and spices we grow, roast, and pack on our family farm in Kodagu. Your satisfaction matters to us, and we want every order to reach you fresh and in perfect condition.
This Returns & Refunds Policy explains when and how you can request a replacement, refund, or store credit, and forms part of our Terms & Conditions. By placing an order, you agree to this Policy.
Because our Products are perishable food items intended for consumption, returns are handled differently from non-food goods. Please read this Policy carefully.
We stand behind the quality of everything we ship. If your order arrives damaged, defective, spoiled, incorrect, or incomplete, we will make it right — through a replacement, store credit, or refund, as set out below.
Nothing in this Policy affects your statutory rights as a consumer under the Consumer Protection Act, 2019.
Our coffee and spices are fresh, natural, food-grade products manufactured and sold under FSSAI Licence No. 21226188002611. For reasons of food safety and hygiene, we generally cannot accept returns of opened, used, or partially consumed Products, except where the Product was damaged, defective, or spoiled on arrival.
Natural variation in the aroma, flavour, colour, grind, and appearance of coffee and spices between batches and harvests is normal and is not considered a defect.
You are eligible to raise a claim if, on arrival, your order is:
Damaged — packaging is torn, crushed, leaking, or the Product is broken or compromised;
Defective or spoiled — the Product shows signs of spoilage, contamination, mould, or is past or near its "best before" date on delivery;
Incorrect — you received a different Product, variant, grind, or weight than you ordered;
Incomplete — one or more items from your order are missing; or
Not as described — the Product materially differs from its description on the Site (excluding natural variation as noted in Section 3).
We are unable to offer a return, replacement, or refund in the following situations:
the Product has been opened, used, or partially consumed, unless it was damaged, defective, or spoiled on arrival;
the claim is raised after the time window in Section 6;
the issue results from improper storage or handling after delivery (for example, exposure to heat, moisture, or sunlight contrary to storage instructions);
the Product was correctly delivered as ordered, but you changed your mind or dislike the taste (subjective preference is not a defect);
the delivery failed because of an incorrect or incomplete address, or repeated unavailability of the recipient;
items purchased under clearance, final-sale, or special promotional terms that state they are non-returnable; or
customised, bulk, or wholesale orders, except where damaged or defective.
To help us investigate quickly and fairly, please raise any claim for a damaged, defective, spoiled, incorrect, or incomplete order within 48 hours of delivery.
Claims raised after this window may not be accepted, as the freshness and condition of perishable Products cannot be reliably verified later.
To request a return, replacement, or refund, please contact us with the following:
Your order number;
The name of the affected Product(s);
A clear description of the issue; and
Photographs (and, if relevant, a short video) clearly showing the problem — including the outer packaging, the shipping label, the Product, and any visible damage or defect.
Contact us via:
Email: latcocoffee@gmail.com
Phone / WhatsApp: +91 97409 15713
Please retain the Product and its original packaging until your claim is resolved, as we may need these to process it. Do not discard anything before we confirm the next step.
Once we receive your claim and supporting evidence, we will review it, usually within 2–3 business days. We may ask for additional information or, in some cases, request that the Product be returned to us.
Where a claim is approved, we will offer one of the following, at our reasonable discretion and, where practical, in line with your preference:
Replacement — we re-ship the same Product(s) at no additional cost;
Store credit — a credit to your account for use on a future order; or
Refund — a refund to your original payment method.
Approved refunds are processed to your original payment method through our payment gateway (Razorpay).
Refunds are typically initiated within 2–3 business days of approval. Once initiated, it may take an additional 5–7 business days for the amount to reflect in your account, depending on your bank or payment provider.
Where only part of an order is affected, we will issue a partial refund for the affected items.
Original shipping charges are non-refundable, except where the entire order was damaged, defective, or incorrect due to our error.
We will notify you by email or SMS once your refund has been processed.
You may request to cancel an order before it has been dispatched by contacting us as soon as possible. If the order has not yet been packed or handed to the courier, we will cancel it and issue a full refund.
Once an order has been dispatched, it can no longer be cancelled, and the returns process in this Policy will apply if there is an issue on arrival.
We reserve the right to cancel any order (with a full refund) in the circumstances described in our Terms & Conditions, including pricing errors, stock unavailability, or suspected fraud.
You can pause, skip, modify, or cancel a Subscription at any time through your account or by contacting us, provided you do so before the cut-off / dispatch date for the next delivery.
Once a Subscription order has been processed and dispatched, it is treated like any other order under this Policy.
If a Subscription delivery arrives damaged, defective, or incorrect, the same claim process (Sections 6–9) applies.
We do not refund past deliveries that were correctly fulfilled and delivered.
If your order is lost in transit or shows no tracking movement for an extended period, please contact us and we will investigate with our logistics partner (Shiprocket / courier). Where a shipment is confirmed lost, we will arrange a replacement or refund.
Delivery timelines are estimates, and delays caused by couriers, weather, remote locations, or events beyond our control do not, on their own, entitle you to a refund. We will, however, do our best to assist.
If a package appears visibly damaged at the time of delivery, we recommend that you photograph it and, if possible, note this with the delivery agent before or immediately after accepting it.
If a delivery fails and is returned to us because of an incorrect/incomplete address, refusal to accept, or repeated unavailability of the recipient:
we will contact you to arrange re-delivery, which may incur additional shipping charges; or
if re-delivery is not possible, we may issue a refund for the Product value, less shipping and any applicable handling charges.
Where a return is required and the issue is our fault (damaged, defective, spoiled, or incorrect Product), we will bear the return shipping cost or arrange a pickup.
Where a return arises from circumstances not attributable to us, any return shipping cost may be borne by you, and we will inform you before proceeding.
We may update this Returns & Refunds Policy from time to time to reflect changes in our practices or legal requirements. The current version will always be available on this page with a revised "Last updated" date. The Policy in effect at the time you place your order will apply to that order.
For any return, refund, or cancellation request, or if you are dissatisfied with how a claim was handled, please contact us:
Email: latcocoffee@gmail.com
Phone / WhatsApp: +91 97409 15713
Address: Mahadevapura, Bengaluru, Karnataka, India
Hours: Monday–Saturday, 9:00 AM – 6:00 PM IST
Grievance Officer (as required under the Consumer Protection (E-Commerce) Rules, 2020):
Name: [Insert Grievance Officer name]
Designation: Grievance Officer, Laterite Coorg
Email: latcocoffee@gmail.com
We will acknowledge grievances within forty-eight (48) hours and aim to resolve them within the timeframe prescribed under applicable law.