Refund policy

Returns & Refunds

We have a 30-day returns policy, which means you have 30 days from receiving your order to request a return.

Our additional 30-day change-of-mind returns policy is subject to the conditions set out below.

Goods must be returned in their original packaging, together with all original accessories, manuals, components and other items supplied with the goods, and must be in a condition suitable for resale.

The original packaging must be complete, intact and suitable for safely protecting the goods during return and for subsequent resale.

For the avoidance of doubt, original packaging is a mandatory requirement for returns under our additional 30-day change-of-mind returns policy.

Where the original packaging has been discarded, damaged, substantially marked, rendered unsuitable for resale, or is otherwise not available in a condition suitable for resale, the goods will not qualify for return under this additional 30-day policy.

Where we nevertheless agree to accept a return in these circumstances, we may make an appropriate deduction from any refund to reflect the actual loss in value and/or reasonable costs of restoring, replacing or preparing the packaging and goods for resale.

Goods must also be returned unused and in a condition suitable for resale, with all accessories, manuals, components and other items originally supplied. Where goods have been used, damaged, marked, scratched, stained, incomplete, inadequately protected or otherwise returned in a condition that reduces their resale value, the goods will not qualify for return under our additional 30-day change-of-mind policy unless we agree otherwise. Where we agree to accept such a return, we may make an appropriate deduction from any refund to reflect the actual diminution in value and reasonable costs attributable to the condition of the goods.

For high-value, large, heavy or specialist equipment, including espresso machines and commercial or professional equipment, you must contact us before arranging the return. We will provide appropriate return instructions and, where necessary, agree with you how the item is to be safely packaged, collected or transported.

You are responsible for taking reasonable care of goods while they are in your possession and for ensuring that they are returned safely and securely in accordance with our return instructions. You must take reasonable steps to prevent loss or damage during the return, including retaining and using the original packaging and protective materials where supplied.

Where an item is too large, heavy, valuable or otherwise unsuitable for ordinary parcel return, you must work with us to arrange an appropriate collection, pallet, specialist courier or freight service. You must not return high-value, large or specialist equipment using an unsuitable or unauthorised delivery method.

If goods are returned without the required original packaging, with missing accessories or components, damaged, marked, scratched, stained, excessively used, inadequately protected, or otherwise in a condition that reduces their value, we may deduct from any refund an amount representing the actual diminution in value caused by the condition of the goods and/or reasonable costs incurred as a result. This may include reasonable costs associated with restoring, repackaging, cleaning, repairing or preparing the goods and packaging for resale where those costs are attributable to the customer's handling or failure to take reasonable care.

For the avoidance of doubt, we do not apply a fixed or automatic "restocking fee" simply because goods have been returned. Any deduction will reflect the actual loss in value and/or reasonable costs arising from the condition of the returned goods, packaging or accessories, subject to applicable consumer law.

You can start a return request directly through your customer account. Alternatively, you can contact us at retail@coffeeworld.co.uk.

Please note that our additional 30-day returns policy is in addition to, and does not affect, your statutory rights under UK consumer law.

If your return is approved, we’ll provide you with return instructions and details of where and how to return the goods. Please do not send items back without first submitting a return request and receiving our return instructions.

High-value, large or specialist equipment

For high-value, large, heavy or specialist goods, including espresso machines, grinders and commercial equipment, additional care is required when arranging a return.

Once a return has been requested, you must cooperate with us to arrange the return and follow the return instructions we provide. Depending on the size, weight, value and nature of the goods, this may require a pallet, specialist courier, freight service or collection arranged by us or an agreed third party.

You are responsible for making the goods available for collection at the agreed time and location and for taking reasonable care of the goods until they have been collected or otherwise safely handed back to us.

Original packaging, including the original box, protective materials, inserts, pallets or other packaging supplied with the goods, must be retained and used for the return where required by our return instructions. For high-value equipment, the original packaging must be returned in a condition suitable for reuse and resale.

If you have disposed of, damaged or otherwise rendered the original packaging unsuitable for safe return or resale, you must tell us when requesting the return. We may require an alternative return method or appropriate protective packaging to be arranged before the goods are collected.

You must not dismantle, modify, alter, transport or package specialist equipment in a manner that could cause damage unless we have instructed or agreed to this.

We may refuse to accept goods that have been presented for return using an unsuitable, unauthorised or unsafe return method where accepting them would create a significant risk of damage or loss. In such circumstances, you must work with us to arrange an appropriate alternative return method in accordance with our instructions. Nothing in this section limits any statutory right to cancel or return goods.

If goods are returned damaged, inadequately protected, incomplete, missing accessories or components, without required original packaging, or otherwise in a condition that results from the customer's failure to take reasonable care, we may deduct from any refund where permitted by applicable law the resulting loss in value and/or reasonable costs incurred, subject always to the customer's statutory rights.

For high-value equipment, we may inspect and document the condition of the goods, including taking photographs, recording serial numbers and checking accessories, components and packaging, before the refund is finalised.

Where the goods were supplied in specialist, protective or manufacturer packaging designed to protect the equipment during transportation, that packaging forms part of the return requirements for the additional 30-day change-of-mind returns policy. Customers should therefore retain all such packaging until they are satisfied that they will not need to return the goods.

Cancelling an order

If you need to cancel an order, please contact us as soon as possible or submit a cancellation request through your customer account, where available.

We will try to cancel your order before it is dispatched. However, we cannot guarantee that a cancellation request can be accepted, as your order may already have been processed or dispatched by the time we receive your request.

If your order has already been dispatched, you may still have cancellation or return rights where applicable under our returns policy and UK consumer law.

Damages and issues

Please inspect your order when you receive it and contact us as soon as possible if an item is defective, damaged, incorrect or not as described, so that we can assess the issue and put it right.

Nothing in this policy affects your statutory rights in relation to faulty, damaged, incorrectly supplied or otherwise non-conforming goods.

Exceptions / non-returnable items

Certain goods cannot be returned under our change-of-mind returns policy, including goods that are perishable or likely to deteriorate or expire rapidly, such as applicable food and drink products.

This also includes goods made to your specification or clearly personalised, where applicable.

For clarity, this exclusion does not affect your statutory rights if goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

Please contact us if you are unsure whether a particular item is eligible for return.

Gift cards are also non-returnable, except where otherwise required by law.

Exchanges

The fastest way to ensure you get what you want is to return the eligible item and, once the return has been accepted, place a separate order for the replacement item.

Your statutory cancellation rights

If you purchase goods from us online, you may have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to the applicable legal exceptions.

Where this statutory cancellation right applies, you normally have a further 14 days to return the goods after notifying us of your cancellation. We will refund eligible payments in accordance with applicable law.

The statutory cancellation right does not apply to certain types of goods, including goods that deteriorate or expire rapidly, personalised or bespoke goods, and other goods covered by statutory exceptions.

This statutory right is separate from our additional 30-day returns policy.

Refunds

Once we’ve received and inspected your return, we’ll assess the condition of the goods, including their packaging, accessories, components and any signs of use or damage.

Where a deduction is permitted by applicable law because the value of the goods has been diminished as a result of handling beyond what was reasonably necessary to establish their nature, characteristics or functioning, or because the goods were not returned with reasonable care, we may deduct the appropriate amount from the refund. Any such deduction will be based on the actual loss in value or reasonable costs attributable to the condition of the returned goods and will not affect your statutory rights.

For high-value equipment, the assessment may include checking the serial number, operating condition, accessories, packaging and physical condition of the item.

If approved, we’ll issue the refund to your original payment method. We aim to process refunds as quickly as possible and, where statutory cancellation rights apply, will process refunds within the timeframe required by law.

Please note that once we have processed a refund, your bank or card provider may take additional time to make the funds available in your account.

If you have any questions about a return or refund, please contact us at retail@coffeeworld.co.uk.

Return address:

Coffee World
135 Cambridge Road
Milton
Cambridge
CB24 6AT
United Kingdom