Returns Policy

Returns

Our returns policy depends on the type of product purchased. Coffee and other consumable products are handled differently from equipment, merchandise and other non consumable goods.

Please contact us before returning any item so we can review the issue and confirm the correct next steps.

Non consumable goods

We accept returns of equipment, merchandise or other non consumable goods where the item is unused, in its original packaging and returned within 14 days of purchase.

Non faulty items must be returned at your own cost. We recommend using a tracked service and keeping proof of postage, as you are responsible for the item until it reaches us.

Returned items should be sent to:

Faulty or damaged goods

If your order arrives damaged, faulty or not as expected, please contact us as soon as possible with your order number and clear photos of the issue.

Once reviewed, we will confirm whether a replacement, refund or collection is the most appropriate resolution.

Where goods are confirmed as faulty, we will arrange collection using our own courier. You will need to be available for the nominated collection slot.

Coffee and consumable goods

Coffee is a fresh, consumable product. For this reason, we are unable to accept returns or offer refunds for coffee unless the product is faulty, damaged or incorrect.

If there is an issue with your coffee order, please contact our Customer Service team. We may ask for photos, batch details or further information so our team can assess the issue properly.

Where appropriate, your order will be reviewed by our Customer Service team and Head of Coffee before a replacement or refund is confirmed.

Refunds

Once your return has been received and checked, we will confirm whether your refund has been approved.

Approved refunds will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund once it has been issued.

Original delivery charges are not refunded unless the item was faulty, damaged or sent incorrectly.

Subscriptions

Our coffee subscriptions are recurring orders with automatic repeat payment. You can cancel your subscription at any time by contacting our Customer Service team.

Please cancel before your next scheduled payment is taken. If your subscription payment has already been processed, your coffee may already be in preparation and we may not be able to cancel that order.

If payment fails for a recurring subscription, we will attempt to take payment from the nominated card again two days later, up to a total of three attempts.

If the final payment attempt fails, we will contact you by email. Your coffee will not be roasted or dispatched until payment has been successfully processed. Your subscription date will then reset to the date the successful payment was taken.

How to contact us

For all returns, refunds, damaged orders or subscription cancellations, please contact us using the details below.