Shipping, Returns and Refunds

We ship with trusted courier services operating inside Morocco, so that your parcel is carried safely and we can see what happened to it. To do that we share a limited set of your details with the courier carrying your order: your name, shipping address, email address and phone number — and, where you are paying cash on delivery, the amount to collect at the door, because that is what the driver has to ask you for. Nothing beyond what a delivery needs.

1. What cannot be returned

Roasted coffee and any other food item cannot be returned once it has been delivered. This is a strict food safety rule, not a commercial one: once a bag of coffee leaves our roastery we cannot verify how it has been stored, and we will not resell it to somebody else.

Also excluded:

• anything opened, used, unsealed or consumed;
• anything damaged after delivery;
• anything returned without its original packaging, or missing parts;
• digital gift cards, vouchers and promotional codes.

None of this applies if the coffee reaches you faulty — see section 4.

2. Changing your mind

For non-food items — equipment, brewers, merchandise — Moroccan Law No. 31-08 gives you 7 days from delivery to ask to return them, without penalty and without having to justify it.

To be accepted, the item must be:

• unused, unopened and unworn;
• in its original retail packaging, complete with any accessories, manuals or tags;
• in a pristine, resalable condition.

Email us first. Send a request to contact@bloomcoffee.ma quoting your name and your order reference or invoice number, and saying what you want to send back. Please do not send anything back before telling us.

Then there are two ways to get it to us:

• By post. Return postage is yours to pay. We strongly recommend a tracked service: until the parcel physically reaches us it remains your responsibility, and we cannot refund an item that does not arrive.
• By carrier, arranged by us. If you would rather not organise it, ask and we will book the collection where the courier can do it. You pay nothing up front: the carriage both ways comes off your refund, and we tell you what that will be before anything is booked.
• By hand, in Marrakech — free. Once we have acknowledged your request you are welcome to drop the return at our roastery and pay no carriage at all.
  Monday to Friday, 9:30 AM – 4:30 PM. Bloom Coffee, 492 Z.A. Al Massar, Marrakech, 40100, Morocco.

3. How a refund is made

Once your return reaches the roastery we inspect it and tell you the outcome, normally within 5 working days. An approved change-of-mind refund is then paid within 14 business days, by the route that matches how you paid:

• Paid by card — credited back to the same bank card automatically, through our payment gateway.
• Paid cash on delivery, or returned in person — neither our roastery staff nor our couriers can hand cash back, so the refund goes out as a bank transfer (virement bancaire) to a Moroccan account. We will ask you to send your RIB to contact@bloomcoffee.ma.

Store credit, if you would rather. You can ask us instead to put the refund on your Bloom Coffee account as credit. It applies to your next order automatically — there is no code to enter — it never expires, and anything you do not spend stays on the account.

This is your choice and not ours: under Moroccan law store credit is entirely optional for a change-of-mind return, and you always have the right to ask for your money instead.

We refund the price of the goods. The original delivery charge is not refunded unless the return is entirely our fault — see section 4.

4. Faulty, damaged or incorrect items

If an order arrives faulty, damaged or wrong, none of the time limits or food exclusions in sections 1 and 2 apply. That includes coffee: a bag that arrives split, or stale, or that is not the label you ordered, is a faulty product and not a change of mind.

What to do:

• Look the parcel over before you sign for it, and write any visible damage on the delivery slip — that much you can always do, and it is the hardest thing to argue with afterwards. Where the courier will let you, open it and check the contents in front of them; not every courier allows that, and none is obliged to wait.
• If you could not open it at the door, do so as soon as the driver has gone. The 48 hours below runs from delivery either way.
• Tell us within 48 hours of delivery, by emailing contact@bloomcoffee.ma or calling +212 774 584 973.
• Include your order reference — it begins with BC- — and clear photographs of the item and its packaging.

We will replace the item or refund it in full, by bank transfer or back to your card, including what you originally paid for delivery, and we pay for getting the item back to us if we need it back.

Manufacturer warranties. Equipment still under a manufacturer's warranty is fully covered. Get in touch and we will help you run the claim rather than sending you away to do it yourself.

5. Cancelling before dispatch

If your order has not yet been packed at the roastery, we can usually cancel it outright. Email us quickly with your name and your BC- reference. Once a parcel has been handed to the carrier the shipping cannot be halted: it has to run its course before a return can be started.

Coffee is roasted, and ground, for your order. Tell us before we have done it and there is nothing to pay. Once the beans have been roasted, or ground to the grind you chose, they cannot go back on the shelf or out to somebody else — so from that point we may have to keep the cost of the coffee itself, even though the parcel has not left the roastery. Nothing else is charged: there is no delivery to pay for on an order that never shipped, and anything else in it is refunded in full.

We will tell you where your order stands before anything is charged, so you can decide knowing what it costs.

6. Undelivered parcels

If a delivery cannot be completed and the parcel comes back to our roastery for a reason on your side, the shipping and return carriage are yours to cover. That includes:

• an incorrect, incomplete or inaccurate shipping address;
• a phone number that is wrong or unreachable, so the courier cannot arrange the delivery;
• repeated absence at the delivery address across the courier's scheduled attempts;
• refusing the parcel at the door without reason.

Where that happens, any refund due on the contents — excluding the perishable food in section 1, which cannot be refunded at all — is paid minus the two-way carriage we were charged.

It also follows you to your next order. Where a parcel comes back refused or undelivered and nothing was ever paid for it, we may ask you to pay in advance on future orders rather than send another parcel to be paid for at the door. It is neither automatic nor permanent — get in touch and we will sort it out.

7. Your legal rights

Nothing in this policy reduces or overrides the rights Moroccan law gives you, including under Law No. 31-08 on consumer protection. Where this policy and the law differ, the law wins.

Getting in touch

Email contact@bloomcoffee.ma or call +212 774 584 973. Quote your order reference — it begins with BC- — and tell us what went wrong.