Refund & Returns Policy

Last updated: July 2026

The short version: love your coffee, or we'll make it right — with a free re-match, a replacement, a credit, or a refund, depending on what happened. You never have to mail coffee back, and if something's ever off, talk to us first and we'll sort it out.

At Nairi, our whole promise is that you end up with coffee you genuinely love — no guesswork, no snobbery. So instead of a fussy returns process, we back your match with real guarantees. Here's exactly how we make things right.

First, the coffee stays with you

Coffee is a fresh food product, and for quality and food-safety reasons we can't accept it back once it's shipped — opened or not. So please don't mail coffee back to us; there's never a reason to. If something isn't right, we fix it with a replacement, a credit, or a refund as described below, and you keep the coffee you already have.

Because every bag is freshly roasted just for you, once an order goes into roasting we can't change, cancel, or refund that specific shipment — but the guarantees below still have you covered if anything's wrong with it.

Telling us a coffee missed

The taste guarantees below (the Matching Guarantee and the Safety Net) work on your honest word — there's no taste test to pass. To keep them fair for everyone, just let us know within 30 days of that coffee's delivery, either by rating it in your account or emailing support@drinknairi.com. That window gives you time to actually brew through the bag while keeping things simple on both sides.

Your first three coffees: the Onboarding Matching Guarantee

Your first coffee is matched to you from your flavor quiz. We're confident in it — but taste is personal, so here's your safety net for the first three coffees you try (whether it's your original match or one you switched to):

• If your first coffee misses, tell us. We'll send a free re-matched bag and update your match.
• If the second one misses too, we'll ask you to quickly re-take the quiz so we can sharpen the match — then send a third bag free.
• If all three miss, you can keep exploring at your own cost, or cancel and we'll refund what you actually paid for your first bag (after any introductory discount). Either way, you keep all the coffee.

After that: the Experimentation Safety Net

Once you're past those first three, switching between your matched coffees — your top match and the two closest — is always free and unlimited, and isn't a "miss"; you're just choosing what ships next. The Safety Net is different: it covers coffees you deliberately picked to experiment with that didn't work out.

• If a coffee you chose to try misses, we'll send a free replacement.
• If a second self-picked coffee misses, we'll add a 50%-off credit toward your next bag.

This Safety Net resets once a year.

If a coffee is temporarily out of stock

Supply hiccups are rare, but if your matched coffee is briefly unavailable:

• We'll ship your next-closest match at 20% off, let you know, and automatically switch you back to your favorite once it's in stock. You can also pause until it returns, or pick a different coffee yourself.
• If that substitute also misses, we'll send one free replacement of your choice for that outage.
• If a coffee is discontinued, we'll move you to your closest available match based on your flavor profile — and your guarantee covers that new coffee too.

Damaged, wrong, or defective items

If your order arrives damaged, or you got the wrong coffee, grind, or size, contact us at support@drinknairi.com within 7 days of delivery with a photo of the issue. We'll send a free replacement right away — no return needed.

Lost or stolen packages

• If your package is lost in transit (tracking never shows it delivered), we'll replace it — just reach out.
• If tracking shows "delivered" but you don't have it, please check around your doorstep, mailbox, and with neighbors, and give it 24 hours (carriers sometimes scan early). If it still hasn't turned up, contact us and we'll provide a one-time goodwill replacement (once per account, at our discretion). For any occurrence after that, we'll look into it with the carrier on our end and help however we can.

Gift subscriptions

If you received Nairi as a gift, all the taste guarantees above work exactly the same for you — the free re-match bags, replacements, and credits are all yours. The one difference: since a gift recipient hasn't paid anything directly, in the rare case where the Matching Guarantee would otherwise issue a cash refund, we instead provide that value as store credit to you (or, on request, refund the person who bought the gift). And if you’re the gift giver: a gift never expires, and until the recipient activates it, it’s yours to steer — contact us anytime to re-send it, transfer its shipments to your own subscription, or receive a full refund of what you paid. Where your original payment method is no longer available, we’ll arrange the refund with you directly. Once the recipient activates, the gift is theirs and can no longer be recalled or refunded.

Changed your mind, or forgot to skip?

Because coffee is freshly roasted for each order, a shipment that's already been processed can't be refunded for a change of mind. The good news is you're always in control before that point: you can skip, pause, resize, or cancel anytime before your next order's cutoff, and those future shipments won't be charged. See our Subscription Policy for exactly how and when. If a shipment already on its way turns out to have a genuine problem, the guarantees above still apply.

How refunds and credits work

Most of the time we make things right with replacement coffee or account credit, so you always come away with a great cup rather than just your money back. Where a cash refund does apply — like the first-bag refund under the Matching Guarantee — it goes back to your original payment method, typically within 5–10 business days of us confirming it (your bank may take a little longer to post it). If your original payment method is no longer available (say, an expired card), we'll issue the refund as store credit instead. Credits and discounts apply automatically to a future shipment.

Subscriptions and cancellations

You can cancel anytime, and canceling stops all future shipments — see our Subscription Policy for how billing and cancellation work. Canceling doesn't refund a shipment that's already been roasted or sent, but everything in this policy still applies if there's a problem with a coffee you received.

Talk to us before your bank

If anything's ever wrong, please reach out to us first — before filing a dispute with your bank or card company. We'd genuinely rather fix it, and we're quick about it: a replacement, credit, or refund is usually faster and easier than a chargeback, and it lets us actually make things right. Give us the chance and we almost always can.

Your local rights

Refund and cancellation rights vary by state and U.S. territory. Nothing in this policy takes away any mandatory, non-waivable consumer rights you have under the laws of the state, U.S. territory (including Puerto Rico), or other U.S. jurisdiction where you live — where any part of this policy conflicts with such a right, that right controls for you.

Changes to this policy

We may update this policy from time to time as our business grows. The current version always lives on our website, and the "last updated" date above tells you when it last changed.

Questions or a problem to sort out?

We'd genuinely rather fix it than lose you. Reach us at:

Nairi Coffee Company, LLC Email: support@drinknairi.com (or orders@drinknairi.com for order-specific questions) Mailing address: 5900 Balcones Drive, Ste 100, Austin, TX 78731

We aim to reply within one business day.