Returning coffee
Due to the nature of coffee as a fresh food product, we're not able to accept returns, exchanges, or refunds for fresh coffee. If you haven't enjoyed your coffee, please see our Pact Promise page. We accept returns and exchanges on products from our shop that aren't fresh coffee, such as equipment.
What if I make a mistake with my coffee order?
If you've made a mistake with your order - whether it be purchasing the wrong grind size or entering the wrong address - please reach our to our team here as soon as possible.
As our roastery team processes orders to ship on the same working day, and our working hours are between Monday and Friday, we aren't able to guarantee that we'll be able to intervene before your order has been shipped. If we aren't able to cancel it in time, we won't be able to replace it for free, but depending on what your order contained, we might be able to offer you a discounted replacement order as a gesture of goodwill.
Can I cancel my order after it's been placed?
If you've changed your mind about your order, please reach out to our team here as soon as possible so we can attempt to cancel your order before our team has processed it.
As our roastery team processes orders to ship on the same working day, and our working hours are between Monday and Friday, we aren't able to guarantee that we'll be able to intervene before your order has been shipped. If we aren't able to cancel it in time, we accept returns and exchanges on products from our shop that aren't fresh coffee, such as equipment.
You have the right to cancel your order within 14 days of receiving your goods, even if they're not faulty. If you let us know within this period, you'll have another 14 days to return the goods. We'll issue your refund within 14 days of receiving the returned items. No reason is required for cancellation.
Returning unused equipment
Any unused and unopened equipment in its original packaging can be returned to us for a refund.
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. If you'd like to return your hardware order, reach out to our team and we'll 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 and attach a video of your issue if it's a fault, or a photo if it's damaged and we'll 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 our team here and we'll be happy to help you resolve your issue.
Please note, we do not refund return postage fees.