Refund Policy

Last Updated: June 2026

Coffee and Other Perishable Goods

Roasted coffee is a perishable food product that cannot be resold once it has left our care, and as a result it is generally non-refundable and non-returnable. That said, your satisfaction matters to us — if you are not happy with your purchase, please contact us at hello@pilotcoffeeroasters.com and we will do our best to make it right. If your coffee arrives defective, stale, or you received the wrong item, please see the Damages and Issues section below.

Gift cards are non-refundable. Sale items are non-refundable except where they arrive defective, damaged, or incorrect, in which case they are covered under the Damages and Issues section below.

Merchandise and Brewing Gear

We offer a 30-day return policy on merchandise and brewing gear, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at hello@pilotcoffeeroasters.com. If your return is accepted, we will send you instructions on how and where to send your package. Returns will need to be sent to the following address:

Pilot Coffee Corp.
50 Wagstaff Drive
Toronto, ON M4L 3W9
Canada

Items sent back to us without first requesting a return will not be accepted.

Return shipping. If your item is defective, damaged, or incorrect, we will provide a prepaid return shipping label at no cost to you. For change-of-mind returns of non-defective merchandise, you are responsible for the cost of return shipping.

You can always contact us with any return questions at hello@pilotcoffeeroasters.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We handle these situations on a case-by-case basis; wherever possible, our preference is to send a replacement, though a refund may be provided where a replacement is not suitable.

Subscriptions

Subscription orders consist of roasted coffee, a perishable good, and are therefore generally non-refundable once an order has been processed and paid for. Consistent with our Terms of Service, if a subscription renewal has already been processed and paid at the time you cancel, that order will still be fulfilled and shipped.

We understand that circumstances vary, and we review subscription concerns on a case-by-case basis. Where appropriate, we may offer store credit or a refund at our discretion. If a subscription order is refunded, any subscription cashback credit earned on that order will be reversed.

Gift subscriptions. Gift subscriptions are prepaid for a fixed number of shipments and are non-refundable, except as required by applicable law.

To raise a subscription concern, contact us at hello@pilotcoffeeroasters.com.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@pilotcoffeeroasters.com.

Your Statutory Rights

Nothing in this Refund Policy limits or excludes any rights you may have under applicable consumer protection legislation that cannot be waived by agreement.