Website Returns Policy
We want to try and make sure that everybody has an excellent time experiencing our coffee, but we do know that we can’t please everyone.
If you purchase a coffee which you are not happy with, then the first thing you need to do is contact us immediately at firstname.lastname@example.org or ring us on 05603 861226 (local charges apply)
We will do our best to remedy the situation and get things sorted.
Just so that you are aware, you need to contact us within 30 days of placing your order. If you leave it any longer than 30 days, unfortunately we won’t be able to offer you a refund or exchange.
To be eligible for a return, your item must be unopened, unused and in the same condition that you received it.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and we will instruct our banking merchant to issue a credit on your credit card or original method of payment. We will notify you via email once we have instructed our banking merchant to issue the refund.
It will take between 5 – 10 business days, from the point of the refund being processed by the banking merchant, for the refund transaction to show in your bank account.
If you have not received your refund after 10 business days, since we emailed and notified you that we have instructed our banking merchant to issue the credit, then please contact us at email@example.com or ring us on 05603 861226 (local charges apply)
Sale or Offer items (if applicable)
Only regular priced items may be refunded, unfortunately sale or offer items cannot be refunded.
Exchanges (if applicable)
We will only replace items if they have been damaged during transit in delivery to you. This essentially means when a coffee bag is split or punctured during transit (which is very rare as the bags are very durable).
If you need to exchange a damaged item for the same item, send us an email to firstname.lastname@example.org and we will send you instructions on how to return the item to us.
Do not send the item to the registered company address, we will provide you with the correct address.
If returning your product for a refund, please email us at email@example.com and we will send you instructions on the steps you need to take.
You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable. If you receive a refund, the cost of return postage will be deducted from your refund.
If you are sending back either Kopi Luwak or Jamaican Blue Mountain, then you will need to use a trackable postage service (such as Royal Mail Signed For® 1st Class). This service requires a signature and offers insurance cover of up to £50. This protects both you and us.
If not using a trackable mail service, we don’t guarantee that we will receive your returned item.