Refund Policy

Last updated: August 10, 2026

We want every Twelve Fields order to arrive fresh and in excellent condition.

Coffee and food products

Because roasted coffee is a perishable food product, we cannot accept returns or exchanges for change of mind, taste preferences, incorrectly selected products, or coffee that has been opened.

This does not affect your rights if an order arrives damaged, defective, or incorrect.

Damaged, defective, or incorrect orders

If your order arrives damaged, defective, or incorrect, contact us at hello@twelvefields.com within seven days of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photographs of the product and shipping packaging

We will review the issue and, when approved, offer an appropriate replacement or refund at no additional cost. Please do not return a product unless we provide return instructions.

Missing orders

If tracking shows that your order was delivered but you cannot locate it, check with other members of your household, neighbours, and the carrier before contacting us.

If an order is lost in transit, contact us at hello@twelvefields.com. We will work with the carrier and provide a replacement or refund when appropriate.

Order cancellations and changes

Contact us as soon as possible if you need to change or cancel an order. We can only make changes or cancellations before the order has entered fulfillment. Once an order has been packed or shipped, it cannot normally be changed or cancelled.

Refunds

Approved refunds are issued to the original payment method. After a refund is processed, your bank or payment provider may require additional time to post the funds to your account.

Original shipping charges are not refundable unless the order was damaged, defective, incorrect, or otherwise required by applicable law.

Subscriptions

Subscription orders can be managed or cancelled through your customer account in accordance with our Subscription Cancellation Policy. Cancelling a subscription does not cancel an order that has already entered fulfillment.

Legal rights

Nothing in this policy limits any cancellation, refund, or other rights available under applicable consumer-protection law.

Contact

For questions or claims concerning an order, contact:

Twelve Fields
North Vancouver, British Columbia, Canada
hello@twelvefields.com