You can always contact us for any questions - please use the contact form here.
COFFEE ORDERS
We do not accept returns unless a product is damaged or defective. This refers to visible damage or contamination, strong off-odors or if an incorrect item is shipped.
Coffee is a natural product, so there are always minor variations in taste and appearance -- this is completely normal, and not defective.
However, we are happy to exchange one coffee for another within reason, provided the bag you received is unopened and in its original packaging. To request a return, please contact us within 7 days of receiving your order via the Contact Us form with your order number, email for reply, and a description of the issue.
EQUIPMENT ORDERS (machines, grinders, accessories)
Due to the nature of coffee machines, grinders, water filtration systems and related equipment, the following terms apply in addition to our general Refund Policy:
1. Supplier Prepayment
Equipment is ordered directly from our manufacturers and suppliers upon receipt of your order and payment. By placing an order for equipment, you acknowledge that we commit funds to our suppliers on your behalf at the point of order, in advance of dispatch.
2. Cancellations Before Dispatch
If you cancel an equipment order before it has been dispatched by the manufacturer, you will receive a refund of the order value, less:
Any payment processing fees incurred on the original transaction (charged by our payment provider and non-refundable to us), and
A cancellation and administration fee of 10% of the order value, to cover supplier and processing costs already committed.
We will confirm the exact deduction, itemised, at the time of cancellation.
3. Cancellations After Dispatch
If the item has already been dispatched, it must be returned to us, unused and in its original packaging, before a refund is issued. Return shipping costs are the responsibility of the customer, unless the item is faulty or not as described. We recommend using a tracked and insured service, as we cannot issue a refund for items lost or damaged in transit back to us.
4. Custom or Special-Order Equipment
Equipment ordered or configured to your specific requirements (including bespoke plumbing kits, non-standard voltage, or made-to-order components) is non-cancellable and non-refundable once the order has been placed with the supplier, except where the item is faulty.
5. Timing of Refunds
Refunds are issued once funds from the original transaction have cleared into our account, and once we have confirmed the order status with our supplier. This may take up to 10 business days.
6. Your Statutory Rights
Nothing in this policy affects your statutory right to cancel a consumer contract within 14 days under the Consumer Contracts Regulations 2013, or your rights in respect of faulty or misdescribed goods under the Consumer Rights Act 2015.
