Return, Refund & Replacement Policy

Our products are small-batch roasted whole-bean and ground coffee, intended for human consumption. Under the Food Safety and Standards Act, 2006 and the Consumer Protection (E-Commerce) Rules, 2020, perishable food products that have been dispatched, opened, tampered with, or stored outside the seller’s control are non-returnable and non-refundable on hygiene and food-safety grounds.

• Change of mind, dislike of flavour, aroma, body, acidity, roast level or brewing outcome.
• Orders placed in error (wrong product, wrong grind, wrong weight, wrong quantity, wrong address).
• Packages opened, partially consumed, re-sealed, re-labelled, or removed from original packaging.
• Delays caused by courier partners, weather, strikes, lockdowns, public holidays or force majeure.
• Non-delivery due to incorrect/incomplete address, locked premises, unavailable recipient, or refusal to accept the parcel. Re-shipment, if offered at our sole discretion, is chargeable.
• Custom orders, bulk/wholesale orders, B2B enquiry orders, blends made to specification, samples, gifts, gift cards, vouchers and promotional/free items.
• Products purchased through third-party marketplaces, resellers or unauthorised channels.
• Claims raised after 24 hours from delivery, or without the required photographic evidence.
• Cosmetic variations in pouch printing, batch colour, bean appearance, oils on roast surface, or natural settling of grounds — these are inherent to single-origin coffee and do not constitute a defect.

We will, at our sole discretion, offer a like-for-like replacement (no refund) only if all the following are satisfied:

1. The parcel arrives physically damaged, leaking, or with a broken factory seal; or the item shipped is materially different from the item ordered; or the product is verifiably contaminated or expired on delivery.
2. The issue is reported to contact@thebluemountaincoffee.com within 24 hours of delivery.
3. Clear, unedited photographs of (a) the outer courier packaging, (b) the courier shipping label, (c) the product pouch with batch code & MRP sticker visible, and (d) the defect itself are provided in the first email.
4. An unboxing video showing the sealed parcel being opened in a single take is provided on request.
5. The product is unused beyond the minimum needed to identify the defect, and remains in our possession or available for reverse pickup in its original packaging.

Claims missing any of the above will be rejected without further correspondence.

1. Submit your claim with the evidence in Section 3 within the 24-hour window.
2. We will acknowledge within 3 business days and, if accepted, schedule reverse pickup or request the product be returned to our Agartala facility at the customer’s cost (refundable only on a verified defect).
3. On receipt and quality inspection (up to 10 business days), we will dispatch a replacement of the same SKU. If the SKU is unavailable, we will issue store credit valid for 90 days. Cash refunds are not provided.
4. Our quality decision is final and binding.

5.1 Cancellation by Customer. Orders can be cancelled only before dispatchby writing to us. Once a tracking number is generated, the order is final and cannot be cancelled, modified or refunded. Payment-gateway and shipping-preparation charges (up to 5% of order value) are non-refundable on any pre-dispatch cancellation.

5.2 Cancellation by Blue Mountain. Notwithstanding any other clause of these terms, Blue Mountain Private Limited reserves the absolute and unconditional right, at its sole and exclusive discretion and without assigning any reason, to accept, reject, suspend, hold, modify, cancel in part or cancel in full any order at any time, whether before or after order confirmation, payment receipt or dispatch. Circumstances in which we may exercise this right include, without limitation: (a) unavailability, mispricing, listing error, stock-out or quality concerns relating to the product; (b) suspected fraud, payment failure, chargeback risk, identity-verification failure, misuse of promotional codes or violation of usage limits; (c) inability to ship to the delivery address (serviceability, embargoed region, courier restrictions, regulatory or customs constraints); (d) bulk, resale, suspicious or abusive ordering patterns; (e) breach of these terms, our Acceptable Use, or any applicable law; (f) any event of force majeure including acts of God, pandemic, strike, riot, war, governmental action, supply-chain disruption, fire, flood or failure of utilities; or (g) any other commercial, operational, legal, regulatory or risk-management reason we consider relevant.

5.3 Effect of Cancellation by Blue Mountain. Where we cancel an order under clause 5.2, our sole liability shall be limited to a refund of amounts actually received from the customer for the cancelled portion, by the original payment method, net of payment-gateway fees and any government levies that are non-recoverable. We shall not be liable for any direct, indirect, incidental, consequential, special, exemplary or punitive loss or damage of any kind (including loss of profit, opportunity, goodwill or anticipated savings) arising out of or in connection with such cancellation. No claim for specific performance, compensation beyond the refund described above, or damages of any nature shall lie against Blue Mountain. The placement of an order constitutes a standing offer by the customer, which Blue Mountain may accept or decline in whole or in part; a binding contract is formed only upon dispatch of the goods and to the extent of the goods actually dispatched.

If a parcel is returned to us as undelivered, refused, or unclaimed for any reason attributable to the customer, the customer remains liable for the original shipping cost, the RTO shipping cost, a 15% restocking & handling fee, and applicable payment gateway charges. The net residual amount, if any, will be issued as store credit valid for 60 days. No cash refund will be issued.

We reserve the right to refuse, cancel or limit COD orders at our discretion. Customers who refuse COD parcels may be blacklisted from future orders and may be charged the full RTO + restocking amount recoverable through legal channels.

Initiating a chargeback, payment reversal or UPI dispute without first exhausting the process in Section 4 is a material breach of these terms. We will contest all such disputes with full evidence (order log, dispatch proof, delivery POD, IP/device records) and may pursue recovery of the disputed amount together with bank fees, legal costs and damages.

Our maximum aggregate liability for any claim relating to a product is strictly limited to the invoice value of that product (excluding taxes and shipping). We shall not be liable for any indirect, incidental, consequential, exemplary or punitive losses, including loss of profit, business, goodwill, time or alleged health effects, to the maximum extent permitted by law.

This policy is governed by the laws of India. All disputes shall be subject to the exclusive jurisdiction of the competent courts at Agartala, Tripura. Nothing herein affects a consumer’s non-waivable statutory rights under the Consumer Protection Act, 2019, which apply only to the extent mandatorily required.

We may revise this policy at any time without prior notice. The version published on this page on the date of your order shall govern that order. Continued use of the website constitutes acceptance.

Blue Mountain Private Limited
Agartala, Tripura 799006, India
Email: contact@thebluemountaincoffee.com
Phone: +91 95992 58159 (Mon–Sat, 10:00–18:00 IST)