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Refund policy

Returns & Refunds Policy

We want you to be completely happy with your coffee. If something isn't right, we're here to help.

Please contact us at contact@cwtchcoffee.co.uk before returning any item. Returns sent without prior contact may delay your refund.

1. Your statutory right to cancel (14 days)

If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the legal right to cancel your order without giving any reason.

Cancellation period. You have 14 days from the day you (or someone you nominate) receive the goods. Where an order is delivered in several parts, the period runs from the day you receive the last item.

How to cancel. Email contact@cwtchcoffee.co.uk with your name, address, order number and a clear statement that you are cancelling. You may use the model cancellation form at the end of this policy, but you do not have to.

Returning the goods. Send the goods back to us within 14 days of telling us you are cancelling.

Return postage. You pay the cost of returning the goods to us.

Your refund. We refund the full price you paid for the goods. Because we deliver free of charge, there is no outbound delivery charge to refund.

When you get it. Within 14 days of us receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is earlier.

Condition of the goods. You are free to examine the goods as you would in a shop. If you handle them beyond that and their value is reduced as a result, we may deduct that reduction from your refund.

Important: which items this right covers

Because we sell food, the law sets out some products that the 14-day cancellation right does not cover. Please see section 4 below.

2. Change of mind — our extended 30-day returns policy

In addition to your statutory rights above, and entirely voluntarily, we offer a longer returns window.

If you decide a coffee isn't for you, we will give you a full refund within 30 days of purchase, provided that:

  • the pack is unopened, with its original seal intact;
  • the item is in its original condition, still within its best-before date, and has been stored as described on the pack; and
  • you pay the cost of return postage.

This 30-day policy is offered in addition to your legal rights. It does not replace, limit or affect your statutory 14-day cancellation right, your rights under the Consumer Rights Act 2015, or any other legal right you have as a consumer.

If you've opened it and you don't like it, talk to us anyway. Coffee is personal, and getting the grind or the roast wrong is easily done. Email us at contact@cwtchcoffee.co.uk — we can't always offer a refund on an opened pack, but we'll do what we can to put it right.

3. Faulty, damaged, stale or incorrect items

If your order arrives faulty, damaged, past its best-before date, or is not what you ordered, you are entitled to:

  • a full refund; and
  • return costs covered by us — though in most cases we won't ask you to send food back at all. A photograph is usually enough.

Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods and receive a full refund within 30 days of receiving them. After 30 days and within the first six months, you may ask us for a replacement; if that is not possible or does not fix the problem, you can claim a price reduction or a refund.

Please email contact@cwtchcoffee.co.uk with your order number, a photograph of the problem, and the batch or best-before code printed on the pack. This also helps us trace the issue in our own records.

Nothing in this policy affects your rights in relation to food that is unsafe or not of the quality you are entitled to expect.

4. Items that cannot be returned for change of mind

The law allows us to exclude certain goods from the 14-day cancellation right and from our 30-day policy. These are:

  • Opened or unsealed coffee and food items. Once a sealed food pack has been opened, it cannot be returned for hygiene and food-safety reasons.
  • Perishable items that are liable to deteriorate or expire rapidly, including any fresh or short-shelf-life products.
  • Items made to your specification or clearly personalised, including bespoke blends, custom grinds and personalised packaging.
  • Subscription deliveries already dispatched. You can cancel a subscription at any time before the next order is processed — see section 5.

This does not affect your rights if the goods are faulty, damaged, unsafe, past their best-before date, or not as described. You can always return those, opened or not.

5. Subscriptions

If you take out a coffee subscription, you can cancel it at any time from your account or by emailing contact@cwtchcoffee.co.uk. Cancellation takes effect from your next scheduled delivery, provided you tell us before that order is processed. Orders already dispatched are covered by the rules above.

Your statutory 14-day cancellation right applies to your first subscription order in the same way as to any other order.

6. How to return an item

  1. Email contact@cwtchcoffee.co.uk first, before sending anything back.
  2. Package the item securely so it is not damaged in transit.
  3. Include a note inside the parcel with your order number, your name, and the reason for return.
  4. Send it to the return address below. We recommend using a tracked service and keeping your proof of postage — until the parcel reaches us it remains your responsibility.

Return address

Cwtch Coffee 94 Sandpiper Road Llanelli SA15 4SH United Kingdom

7. Refunds

Refunds are issued to the original payment method. Once we have processed your refund, your bank or card issuer may take a further 3–5 working days to show the funds in your account.

We do not charge restocking, handling or administration fees on returns.

8. Model cancellation form

Complete and return this form only if you wish to withdraw from the contract.

To: Cwtch Coffee, 94 Sandpiper Road, Llanelli, SA15 4SH, United Kingdom — contact@cwtchcoffee.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on: Order number: Name of consumer(s): Address of consumer(s): Signature (only if this form is sent on paper): Date:

Contact

Cwtch Coffee 94 Sandpiper Road, Llanelli, SA15 4SH, United Kingdom Email: contact@cwtchcoffee.co.uk Phone: +44 1646 687630 Customer service hours: Monday to Friday, 9:00am – 4:00pm (excluding UK public holidays)

Cwtch Coffee is a trading name of Sam Karelson, a sole trader.