Refund policy

Refund & Returns Policy

For Fresh Roasted, Roasted-to-Order Coffee Beans

We want you to love every cup. Our coffee is roasted to order in small batches, ensuring maximum freshness and flavour. Because each order is custom-roasted just for you, the usual 14-day change-of-mind cancellation rights do not apply under the Consumer Contracts Regulations. However, your statutory rights still fully protect you if something isn’t as it should be.

If There’s a Problem With Your Order.

1. If your beans arrive damaged, incorrect, or not as described, please let us know within 48 hours of delivery.

2. We’ll ask for your order number and a quick photo so we can put things right swiftly. Where a fault is confirmed, we will offer one of the following, depending on the issue:

 Refund Eligibility

3. Refunds are available if:
• Item is faulty/damaged
• You received the wrong item
• Your order didn’t arrive

4. Refunds are NOT available if:
• Coffee has been opened (unless defective)
• You changed your mind
• Product was stored incorrectly

5. Refund Process
Once approved, refunds are issued to the original payment method.
Processing takes 3–7 business days.

6. Returns (If Required)
We may request the item back.
If the issue is our fault, we’ll provide a prepaid return label.

7. Cancellations
You can cancel an order before dispatch.
Once roasting/processing begins, cancellation might not be possible.

8. Delivery Issues
If your order hasn’t arrived, contact us within 21 days of dispatch.
We will investigate and replace/refund if appropriate.

Please contact us for more information by email, and we will endeavour to reply within 24 hours. Email: info@whitesbluemountaincoffee.com