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Return & Refund Policy

Last updated: August 24th, 2026

Our Promise

We put real care into every sachet we send out. If something isn't right with your order, we want to know. Reach out to us and we'll make it right.

30-Day No-Questions-Asked Returns

Signature Sachet 10-Packs and merchandise can be returned within 30 days of delivery — no questions asked.

  • Sachet 10-Packs must come back with at least 6 of the 10 sachets still sealed — that leaves four to properly try. One return per pack, on your first order of that pack; up to three returns per customer.
  • Merchandise (excluding stickers) must be unused, in original packaging, and in the same condition as received. Proof of purchase is required.

Quality Guarantee

Separate from our return policy: if your order arrives with a broken seal, damaged packaging, or a defect that affects the product itself, contact us within 30 days of delivery with a photo and we'll send a replacement or issue a refund.

This applies to every product, including:

  • Sachets with compromised seals or torn packaging
  • Visibly damaged product (crushed, exposed grounds, moisture damage)
  • Wrong item received

How to Submit a Return

To start a return, visit our Request a Return page and follow these steps:

  1. In the "Email" field, enter your email address and click Continue.
  2. Open the email sent from our store and copy the six-digit verification code.
  3. Go back to the store and enter the six-digit verification code.
  4. Click Request Return for the order you'd like to return.
  5. If your order has more than one item, select the items you want to return.
  6. Select a return reason and add a note.
  7. Click Request Return.

If your return request is approved, you'll receive an email with shipping instructions. Once the product is returned and inspected, your refund will be issued.

You can also reach us at hello@pixiesbrew.com if you need help with your return.

Refunds & Return Shipping

  • If your item qualifies under our Quality Guarantee (damaged, defective, or incorrect), return shipping is on us.
  • For 30-day no-questions-asked returns, you choose: a refund, with return shipping at your expense — or store credit, and we'll email you a free return shipping label.
  • Refunds will be issued to your original payment method within 10 business days after inspection.
  • If 15 business days pass without receiving your refund, please contact us.

Non-Returnable Items

Because our products are consumable food items, we're unable to accept returns on bagged coffee. This is a food safety measure: once a product leaves our facility, we can't verify how it's been stored or handled, and reselling it could compromise the quality and safety we promise to every customer.

This includes:

  • Bagged coffee
  • Pixie Pieces (sample pack envelopes)
  • Stickers
  • Gift cards
  • Items marked as final sale

If something is genuinely wrong with any of these, our Quality Guarantee still applies. Reach out within 30 days of delivery and we'll make it right.