Due to the nature of coffee as a fresh food product, we're not able to accept returns, offer exchanges or refunds for coffee. If you disliked your coffee, please see our Pact Promise below.
At Pact, we are committed to making coffee a force for good, and part of this is our commitment to minimising waste whilst also supplying our customers with delicious fresh coffee. As a company, we have a 7 day freshness guarantee, which essentially means we roast and ship your order within a maximum of 7 days of you placing it. Due to the way our team operates, and also this freshness promise we offer to our customers, if we accepted a return for coffee, we wouldn't be able to re-sell this to another customer and it would go to waste. We don't keep stock of roasted and packed coffee on shelves in our Roastery, and all our coffee is roasted, packed, labeled and sent out within a few days. We appreciate this isn't the case with all coffee companies, but we operate in this way so that we're able to provide the high quality, fresh coffee we're proud of.
We accept returns and exchanges on products from our shop that aren't fresh coffee, such as equipment*. Unfortunately with fresh coffee, the quality begins its decline of freshness as soon as it's released from our Roaster, and this is why it's so important to us to deliver your orders as quickly as we can, giving you the opportunity to enjoy our coffee at its best!
What if I don’t like my coffee?
Our coffee menu is ever-changing, with a variety of different roast and flavour profiles for you to choose from. We hope this means there’ll always be something available that you’ll enjoy.
However, we understand that not all of our coffees will be to everyone’s taste. So, if you ever receive a coffee that’s not quite right, we’ll send you a replacement to try, free of charge. We call it our Pact Promise.
The Pact Promise
In the event you don’t like your coffee, get in touch with our team of Customer Champions, by email at firstname.lastname@example.org. Our Customer Champions love to help and will be more than happy to have a chat to understand your personal tastes better and carry out some troubleshooting. If that's unsuccessful, they'll pop a delicious alternative of your choice in the post for you to try. They’re fountains of coffee knowledge, so ask them for brewing tips too- should you need them!
Need some extra help achieving brewing perfection? Take a look at our Brew Guides.
Returning unused hardware
Ordered a blue ceramic V60 and need a pink one? Fear not, any unused and and unopened hardware in it's original packaging can be returned to us for a refund. Unfortunately if a product has been opened and used, and you wish to return it because you have changed your mind, we are unable to accept returns of used products. This includes coffee machines. Reach out to our team of Customer Champions on email@example.com and the team will guide you through the process.
Faulty and damaged hardware (excludes Sage machines*)
If your equipment has developed a fault or has arrived damaged, please reach out to our team of Customer Champions on firstname.lastname@example.org. Attach a video of your issue if it's a fault, or a photo if it's damaged and the team will guide you through the process to get the issue resolved for you.
Faulty or damaged Sage machines*
If you've bought a Sage machine from us, please reach out to the Customer Service team at Sage Appliances https://www.sageappliances.