Order cancellation
Because each order is a bulk, made-to-order green coffee lot, cancellation requests are handled case by case. You can request a cancellation by emailingoffice@graycup.org with your order reference as soon as possible after placing the order.
Orders can typically be cancelled free of charge if the lot has not yet been allocated, graded, or dispatched. Once a lot has been prepared, packed, or handed to a carrier, cancellation may no longer be possible, or may be subject to a deduction for work already completed.
Payment failures
If a payment is deducted but the order does not confirm (for example, a failed or interrupted Cashfree transaction), the amount is either automatically reversed by Cashfree to your original payment method within their standard timelines, or refunded by us within 7 business days of the failure being confirmed — whichever applies. Contact us if you do not see the reversal within that window.
Quality or shipment issues
If a delivered lot does not match the agreed specification (grade, process, or quantity), contact us within 7 days of delivery with your order reference and photos/description of the issue. We will investigate and offer a resolution — which may include a replacement, partial credit, or a refund — appropriate to the issue.
Refund method and timelines
Approved refunds are issued to the original payment method used at checkout via Cashfree. Refunds are typically initiated within 7 business days of approval; the time for funds to reflect in your account depends on your bank or card issuer, and can take an additional 5–10 business days.
Contact
For any cancellation or refund request, emailoffice@graycup.org or see ourcontact details.