Refund policy

Updated: 29/09/2025

All product returns must be arranged with us in the first instance via email or phone. Please do not send items back without prior approval, as they will not be accepted.

1. Reasons We Accept Returns

We will accept returns for the following reasons:
a. Goods damaged prior to delivery.
b. Goods with manufacturing faults.
c. Goods supplied incorrectly.
d. Goods that vary from their description on our website.
e. If for any reason you are not happy with your purchase, you can contact us within 7 days for a full replacement or refund.

2. Exclusions & Non-Returnable Items

The 7-day return policy does not apply to consumable items such as coffee beans, tea, drinking chocolate, and cleaning products.

Coffee beans that are ground to order are non-refundable, so please take care when selecting your grind option.

We cannot accept returns of sale items or gift cards.

We also cannot accept returns of hazardous materials, flammable liquids, or gases.

3. Return Freight Costs

If the return is due to reasons (a–d) above, we will cover courier costs.

For all other reasons, including change of mind, the customer is responsible for return shipping costs.

4. Damaged or Faulty Goods

Whenever possible, we will undertake to repair or replace goods damaged prior to delivery. Where repair or replacement is not possible, a full refund will be issued for the value of the goods. Damaged and faulty goods must be returned in line with this policy.

5. Exchanges

The fastest way to receive a replacement product is to return the item you have (with prior approval) and then place a new order for the product you want.

6. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, a refund will be processed back to your original payment method within 10 business days.

Please note it may take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us.