Refund policy

Refund Policy

All sales are final
Our paper filters are food-contact products. For hygiene and food safety reasons, all sales are final. We do not accept returns or exchanges, and we don't offer refunds for change of mind, ordering the wrong product, or products that don't fit your reusable pod.

Not sure which filter is right for you? Contact us before you order and we'll gladly help.

Damaged, defective or wrong items
If your order arrives damaged or defective, or you received the wrong item, contact us within 14 days of delivery. Include your order number and a photo of the problem. We'll send a replacement or issue a refund, and you won't need to send anything back.

Lost or undelivered packages
If your tracking shows no progress, or your order hasn't arrived within 15 business days of shipping, contact us and we'll look into it. If the package is confirmed lost, we'll send a replacement or issue a refund.

Cancelling an order
You can cancel an order that hasn't shipped yet. We usually process orders within 1–2 business days, so contact us as soon as possible. Once an order has shipped, it can't be cancelled.

Subscriptions
You can skip, reschedule or cancel your subscription anytime before your next renewal date from your account. If a renewal is charged by mistake and you contact us before that order ships, we'll cancel it and refund you in full. Renewal orders that have already shipped are final sale.

Refunds
Approved refunds go back to your original payment method. Depending on your bank or card issuer, it can take 5–10 business days for the refund to appear.

How to contact us
Use the contact form at itsmy.coffee/pages/contact-us or email office@itsmy.coffee.