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 disliked your coffee, please see our Pact Promise below. We accept returns and exchanges on products from our shop that aren't fresh coffee, such as equipment*.
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 it's your first time trying a coffee and it's not to your taste, we’ll send you a replacement to try, free of charge. We call it our Pact Promise.
The Pact Promise
If it's your first time trying a coffee and it's not to your taste, get in touch with our team by email at ahoy@pactcoffee.com. We'd be happy to help and have a chat to understand your personal tastes better and carry out some troubleshooting. If that's unsuccessful, we'll pop a delicious alternative of your choice in the post for you to try. We're fountains of coffee knowledge, so ask us for brewing tips should you need them!
Need some extra help achieving brewing perfection? Take a look at our Brew Guides.
What if I make a mistake with my 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 out to our team at ahoy@pactcoffee.com as soon as possible.
As our Roastery team process orders so efficiently to ship on the same working day, 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 we'd be happy to offer you a replacement order with a 50% discount 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 at ahoy@pactcoffee.com as soon as possible so we can attempt to cancel your order before our team has processed it.
As our Roastery team process orders so efficiently to ship on the same working day, 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*. Just to let you know, we don't refund return postage fees.
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. Just to let you know, we don't refund return postage fees. If you'd like to return your hardware order, reach out to our team at ahoy@pactcoffee.com 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 at ahoy@pactcoffee.com 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 the Customer Service team at Sage Appliances https://www.sageappliances.
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