Refund policy

Wholesale Return and Claims Policy

Sonoma Roasters is a business to business wholesale coffee roaster. Coffee is roasted to order for each wholesale account, so all sales are final and we do not accept returns. This policy explains how we handle damaged, defective, and incorrect shipments, and how credits are issued.

At a glance

All sales final

We do not accept returns on wholesale coffee orders.

Single bags

Single bags sold outside of case or pallet quantities are evaluation samples for wholesale buyers.

Claims window

Report a damaged, defective, or incorrect shipment within 7 days of delivery.

Resolution

Approved claims are resolved by replacement product or an account credit.

No returns accepted

All wholesale orders are final. Sonoma Roasters roasts to order and ships green and roasted coffee into a commercial supply chain, so product that has left our facility cannot be returned to inventory. We do not accept returns, and we do not issue refunds for buyer preference, change of plan, over ordering, forecasting error, or a menu or program change at your locations.

Cancellations must reach us in writing before the roast batch for your purchase order is scheduled. Once a batch is scheduled or roasted, the purchase order is firm.

Single bags and evaluation samples

Single bags purchased outside of case or pallet quantities are sold as evaluation samples so a wholesale buyer, roaster, cafe owner, or category manager can cup and assess a lot before committing to volume. Sample bags are not consumer retail purchases and are not returnable or refundable. We encourage buyers to sample a lot before placing a case or pallet order.

Damaged, defective, or incorrect shipments

Replacements and account credits are issued only for product that arrives damaged or defective, or for shipments that do not match the accepted purchase order. To file a claim:

  1. Inspect the shipment at the time of delivery. Note any visible carton damage, crushed cases, wet cartons, or shortages on the delivery receipt or bill of lading before you sign for it.
  2. Photograph the pallet, the cartons, the carrier labels, and the affected product before you break down the pallet.
  3. Report the issue to hello@sonomaroasters.com or through our contact form within 7 days of delivery. Include your purchase order number, the invoice number, the lot or roast date code, the affected quantity, and your photos.
  4. Hold the affected product and its packaging until the claim is resolved. Do not discard it, and do not ship it back unless we ask you to.

Claims received more than 7 days after delivery cannot be approved. Concealed damage must still be reported within that window, with photographs, so the carrier claim can be filed in time.

How approved claims are resolved

Approved claims are resolved at our option by shipping replacement product on the next available roast, or by issuing a credit to your wholesale account. Where product is requested back for inspection, we provide the return authorization and the shipping arrangement. Credits are processed within 7 to 10 business days after receipt and inspection of the affected product or, where product is not requested back, within 7 to 10 business days after the claim is approved. Credits are applied to your wholesale account or to the original payment method on the invoice.

Not eligible for credit

  • Any return or refund request based on buyer preference, taste, or change of plan.
  • Over ordering, forecasting error, or a change to your menu, program, or private label design.
  • Custom roast profiles, custom blends, and private label or co-packed product, unless the product is defective or does not match the accepted purchase order.
  • Product held past its recommended use by window at your facility.
  • Product damaged after delivery, including by storage conditions, humidity, heat, or improper handling at your location.
  • Damage or shortage that was not noted on the delivery receipt and not reported within 7 days of delivery.
  • Freight charges, accessorial charges, and duties already incurred on a delivered shipment.

Refused and undeliverable shipments

A wholesale shipment that is refused at the receiving dock, or that the carrier cannot deliver because the address, hours, or receiving requirements were not accurate, is returned to us at your expense. Outbound freight, return freight, and any accessorial charges are billed to your account, and the product itself is not credited.

Frequently asked questions

Can I return coffee I did not sell through?

No. All wholesale orders are final. We recommend ordering to a realistic sell through rate and reordering more frequently rather than holding excess inventory.

What if a pallet arrives with crushed cartons?

Note the damage on the delivery receipt or bill of lading before you sign, photograph it, and report it to us within 7 days of delivery. We will resolve it with replacement product or an account credit.

Are single bags returnable?

No. Single bags are evaluation samples for wholesale buyers and are not returnable.

How quickly are credits issued?

Credits are processed within 7 to 10 business days after receipt and inspection, or after claim approval where product is not requested back.

What if you shipped the wrong lot or the wrong grind?

Contact us within 7 days of delivery with your purchase order number and the lot or roast date code. Do not open the affected cases. We will arrange the correction.

Changes to this policy

This policy may change at any time without notice. The version posted at sonomaroasters.com at the time you place your order is the version that applies to that order. If you are not sure whether an item qualifies, contact us before you ship anything back.

Contact our wholesale team

Our customer service team can help you start a return, confirm whether an item qualifies, or check the status of a refund or credit.

Sonoma Roasters
777 Aviation Blvd, Suite B
Santa Rosa, CA 95403

Products sold by Sonoma Roasters are foods and beverages. They are not medical treatments and are not intended to diagnose, treat, cure, or prevent any disease. Nothing in this policy is medical advice. If you have a diagnosed condition, talk with your own licensed healthcare provider. Any symptoms you experience should be discussed with that provider.

This policy applies to purchases made directly through sonomaroasters.com. Purchases made from other retailers or marketplaces are governed by that seller's policy.

Last updated: August 1, 2026