At Commune Café, Bar and Roastery, we want you to enjoy every cup and love your coffee gear. If you encounter any issue with your order, we are here to make it right in accordance with Philippine Consumer Protection Laws (R.A. 7394).
1. Scope & Eligible Products
Because we handle both perishable food items and non-perishable goods, return eligibility depends on the product category:
| Product Category | Return/Exchange Eligibility | Qualifying Conditions |
| Coffee Beans & Ground Coffee (Consumables) | Eligible ONLY if defective or incorrect | Wrong item delivered, damaged packaging/seal upon arrival, or incorrect grind size vs. order confirmation. Returns due to personal taste preference or change of mind are non-refundable once opened. |
| Merchandise & Apparel (Mugs, Shirts, Tote Bags) | Eligible | Defective, damaged during transit, or wrong size/item delivered. Items must be unused, unwashed, and in original packaging with tags intact. |
| Brewing Equipment & Accessories (Grinders, Drippers, Scale) | Eligible | Dead-on-arrival (DOA), manufacturing defect, or damaged in transit. Must include all original accessories, user manuals, and boxing. |
2. Timelines & Reporting Window
- Damaged / Missing / Incorrect Items upon Delivery: You must notify us within 48 hours of receiving your package.
- Manufacturing Defects (Equipment & Merch): Claimable within 7 calendar days from the date of delivery.
3. Proof of Purchase & Verification Requirements
To process a return, exchange, or refund, Philippine e-commerce guidelines require valid documentation. Please prepare:
- Proof of Purchase: Official Receipt (OR), Sales Invoice, or Order Confirmation Number.
- Unboxing Video / Photos can help but not required: A clear, unedited video showing the sealed parcel prior to opening, the airway bill/shipping label, and the specific defect or damage.
4. Remedies Offered: Repair, Replace, or Refund
In compliance with DTI regulations, if a product is confirmed to be defective or incorrectly sent, you may choose one of the following remedies:
- Replacement (Exchange): We will ship a replacement item at no additional cost to you. If the exact item is out of stock, you may exchange it for another item of equal value or receive a full refund.
- Repair: For brewing equipment under manufacturer warranty, we will facilitate repair service free of charge.
- Refund: Full refund via original payment channel (GCash, Maya, Bank Transfer, or Credit Card reversal) if replacement or repair is not feasible. Refunds are processed within 5 to 7 business days following item inspection.
5. Shipping Fees for Returns
- Merchant’s Fault (Defective, Damaged, or Wrong Item): [Coffee Shop Name] will cover all courier and return shipping fees (e.g., via Lalamove, GrabExpress, J&T, or Flash Express).
- Approved Courtesy Exchanges (e.g., Merch Size Swap without defect): Subject to approval and stock availability. The buyer will shoulder round-trip shipping fees.
6. Exclusions (Non-Returnable Cases)
We cannot accept returns or exchanges under the following conditions:
- Change of mind or buyer’s remorse (e.g., “I decided I don’t like dark roast coffee anymore”).
- Normal wear and tear or accidental damage caused by improper usage/brewing.
- Coffee beans/grounds opened or consumed where no manufacturing defect or order mistake occurred.
- Items reported past the 7-day warranty/reporting window.
7. How to File a Claim
- Send an email to marketing@commune.ph or message our official Facebook / Instagram page @communeph.
- Include your Order #, a brief description of the issue, and attach your unboxing video/photos and receipt.
- Our customer support team will evaluate your claim and respond within 24–48 hours with return shipping instructions.