Refund policy




Return & Refund Policy

 

This Return & Refund Policy applies to purchases made on knockbox.shop, operated by The Killer Kangaroo Coffee Brand (doing business as “Knockbox Coffee” “Knockbox,” “Knockbox Coffee Company,” and “Knockbox NYC”).

Our goal is to protect product integrity, reduce shipping waste, and keep fulfillment efficient across our third-party centers in Illinois, New York, Texas, North Carolina, and additional facilities. For those reasons, we generally do not accept physical returns or exchanges.


1) No Returns or Exchanges

  • No physical returns. We do not accept returns or exchanges for any reason unless expressly authorized in writing by us (an “RMA”).
  • Consumables. Coffee and other consumable goods cannot be returned under any circumstance once shipped.
  • Unauthorized parcels. Any package sent back without a prior, written RMA will be refused, discarded, or destroyed and will not result in a refund or replacement.


2) Refund Requests — 5 Business Days Only

You have 5 business days from the date of delivery (as shown by the carrier tracking) to request a refund. After this window, no refund requests will be considered.

To be considered, your request must include one or both of the following:

  • Clear photos/videos showing a defect, damage, or fulfillment error, and the outer packaging + shipping label; and/or
  • A written statement explaining a reasonable cause for refund (we decide what is reasonable in our sole discretion).

Important: Submitting a request does not guarantee approval. Eligibility is determined solely by us.

Send requests to: team@knockbox.shop


3) Damages, Defects, or Wrong Item Received

  • Inspect immediately. If your order is damaged, defective, or incorrect, email us within 24 hours of delivery with photos/video evidence and your order number.
  • Carrier claims. If damage appears carrier-related, we may require you to file a claim with the carrier and provide the claim number. We may assist at our discretion, but this does not guarantee a refund or replacement.
  • Packaging required. Keep all original packaging and the shipping label until your claim is resolved. Discarding packaging can void eligibility.


4) When We May Approve a Refund (Examples, Not a Guarantee)

Subject to our sole discretion, we may approve a refund (no returns required) if:

  • There is a verifiable manufacturing defect or fulfillment error (e.g., we shipped the wrong SKU).
  • A material, documented damage occurred in transit and you timely submitted evidence and, where required, a carrier claim.

If approved, we may (at our option):

  • Issue a refund (see Section 7),
  • Issue a partial refund,
  • Offer a replacement or store credit,
  • Provide disposal instructions (do not ship anything back unless explicitly told to do so).


5) Ineligible for Refund (Non-Exhaustive)

Refunds will not be issued for:

  • Requests made after 5 business days from delivery.
  • Taste preferences, subjective quality, or personal expectations.
  • Improper storage or preparation (including grind/water/gear issues, mold arising post-delivery due to storage conditions, or exposure to heat/moisture).
  • Incorrect or incomplete shipping addresses entered by the customer, missed deliveries, refused deliveries, unclaimed parcels, theft after delivery, or delivery scans showing delivered.
  • Sale items, promotions, bundles, gift cards, or items marked final sale.
  • International orders held or delayed by customs, or subject to duties/taxes/fees.
  • Evidence that is insufficient, altered, or inconsistent with the claim.


6) RMA (If We Authorize a Physical Return)

Physical returns are rare and require our written authorization (RMA). If we issue an RMA:

  • You must follow our instructions exactly and ship by the deadline provided.
  • Items must be unopened, unused, and in original packaging unless we specify otherwise.
  • Return shipping costs are your responsibility unless we state in writing that we will cover them.
  • We reserve the right to reject any returned item that does not meet the stated condition; no refund will be issued in that case.


7) Refund Method & Timing

  • If a refund is approved, we will process it to your original payment method.
  • Please allow up to 30 business days for processing after approval. Your bank or card issuer may require additional time to post the credit.
  • Shipping fees, handling, insurance, duties/taxes, and surcharges are non-refundable.
  • Refunds will not exceed the amount actually paid for the affected item(s) and may be partial.

If more than 30 business days have passed since our refund approval, contact us at team@knockbox.shop

8) Fulfillment & Risk of Loss

Risk of loss transfers to you once the carrier takes possession of your order. See our Shipping Policy for details. We are not responsible for delays, loss, theft, or damage once in transit.


9) Abuse Prevention

We reserve the right to limit, refuse, or revoke refund eligibility for suspected abuse, excessive claims, chargebacks, or fraudulent activity. We may deactivate accounts that violate our policies.


10) Legal Notices & Governing Terms

This policy operates alongside our Terms of Service, including Section 23 (Force Majeure) and Section 22 (Arbitration Agreement and Class Action Waiver), which govern dispute resolution and limit liability. Nothing herein obligates us to accept returns or issue refunds beyond what we expressly approve in writing.


Contact

Questions or requests under this policy:
team@knockbox.shop