The top couple of paragraphs is a brief overview focused on Returns and Shipping Subjects. Please read thru to the bottom to become familiar with all the Policies (for more specifics).
Policies (Terms and Conditions) for Purchases Made On-Line from Kona Comfort LLC
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Any customs or tariff costs are your responsibility to pay when applicable to your port of entry.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
The following paragraphs expand the Policies in more details including some LIMITATIONS...
We want our customers to feel they have been treated fairly.
You have the option to have your package delivered with signature delivery, for a small additional charge. You can also request insurance on your delivery. Once we hand your package to the shipper and we have proof of sending, we are no longer responsible; the responsibility for delivery is placed into the care of the carrier. We reserve the right to track shipments and those which are signed for are deemed delivered whether the party who signed was designated on the order or shipping label or not. Otherwise, if for some reason a shipment is not signed for and also does not show delivered and you contact us within 30 days of the order being shipped from us, we will consider this problem on a case by case basis. If we elect to re-ship in one case that does not indicate we would automatically do so for all furture cases. We also reserve the right to "replace" based on common sense first customer quantity limits (see 5c below under "Disatisfaction with Product").
Abandoned, Returned To Sender, Refused Shipments
Should you not sign for, pick up, accept, notice a package delivery is pending; or you refuse the package, or for whatever reason a package gets shipped back to us or is treated as abandoned at your desitnation -- we will not replace or re-ship the order again for free. You can elect to re-process your order and pay again or place a new order and pay for the new order to have another delivery attempt. Orders shipped back to us contain product that is not usable or resellable because our products are senstive to time even when unopened -- and our objective is to provide fresh products to our customers in their prime.
Disatisfaction with Product
Please note that we offer small sizes of our product at nominal costs. If you are unfamiliar with a product, order a small quantity to try it first.
We make some limits or restrictions on full refunds, as follows:
1. We will refund any purchase from a new customer (a customer who has not ordered before) with the claim "they" are dissatisfied with our product -- with the restrictions below.
2. You must contact us and ask for a refund within 30 days of the order being shipped from us.
3. You must give us feedback as to why you are unhappy with the product.
4. You can have a replacement order sent with correction at no additional cost to you -or- you can elect to have a refund.
5a. Only one refund or replacement of product will be processed per customer.
5b. We will refund only the base product price, no shipping or charge for grinding, etc. will be refunded.
5c. We reserve the right to refund for a reasonable amount of product. If you ordered (and received) 6 bags and then indicate you want a refund, this is not reasonable because if you are trying a product you should order one bag not multiples until you know you like the product. We will refund for one bag of the highest size of the most expensive type in the order you made. For example, if you ordered a 4 oz. roasted, an 8 oz. unroasted, and 16 oz.roasted we will refund for ONE bag of the highest priced product which in this case would be the 16 oz. roasted.
5d. If you elect product correction and replacement, we will replace reasonable amounts, and at our discretion issue a refund on one product according to 5c.
Automatic Shipments ("subscription to the Kona Comfort Coffee Club") Cancellations or Changes
1. Similar to other parts of this page, basic lost shipments or dissatisfaction with product will be handled the same for product which has shipped and been received already.
2. For product that has not been shipped, the original customer who ordered the subscription may elect to stop the future shipments and cancel the subscription at any time with sufficient notice that we have not already made the product and are in the process of shipping it out:
a. We ask for two weeks notice before the normal scheduled next shipment would occur; if the products are already being processed we may not be able to stop the process without this amount of prior notice; if the product is already in progress it is possible that this cycle is too late and the next cycle (if there is one) would be the step at which the subscription could be cancelled.
b. At the cycle the remaining subscription can be stopped, we will refund back to the original customer the pro rata amount based on the number and frequency and the cost of the subscription at the time it was purchased, since essentially the future shipping costs (if any) and future product costs (if any) have not been processed, sent, or received.
Refund and adjustment payment methods
We are sometimes limited in how we can refund or credit back a payment. Each credit card processor or gateway network has their own rules which can change from time to time, and we are subject to their regulations. Currently, payments made with a major credit card can be reversed in whole or part for sixty (60) days from the time the card was processed. Customers who made purchases more than sixty (60) days from the point of an adjustment (say to cancel an automatic shipping plan), may need to take payment from another process (a check from us or a direct funds transfer or a PayPal payment from us).
Website or typographical errors, omissions
We try hard to proofread and check all materials we publish or advertise, and to set up our shopping cart software carefully. We reserve the right for being human and making unintentional mistakes in this complex world.
Any crazy prices accidentally promoted we did not catch, typos, etc., we assume no responsibility to commit to complete, but you never know, a small error we may just send the order and correct the typo or other error for the future.
Orders are deemed agreed to only after we have had a chance to check web forms, software math, and the order has actually been processed and shipped from us. Errors caught before we have shipped we reserve the right to adjust with your permission by communicating with you. If there is no agreement or permission from you, we further reserve the right to cancel the order and reverse (refund) any funds if they were processed at the time the order was taken by the software.
We try to anticipate above any possible customer service situations. We reserve the right to handle any cases not outlined above on a case by case basis and at our discretion.
The Boring but Important Bit
The term ‘Kona Comfort' of 'Kona Comfort Coffee' or ‘us’ or ‘we’ refers to the owner of the website whose registered office is P.O. Box 874, Honaunau HI 96726-0874. Our company is registed to do business under the State of Hawaii as a LLC (Limited Liability Corporation).
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Your use of this website and any dispute arising out of such use of the website is subject to the laws of the United States Of America, and the State of Hawaii.
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