Refund policy

Returns and Refunds Policy

Cancelling an order

UK consumers purchasing online normally have the right to cancel their order within 14 days of receiving it, without giving a reason.

To cancel an order, email online@justincoffee-group.com within the 14-day period. You must then return the products within a further 14 days.

Returns must be sent to:

The Roastery,
Station Road,
Semley,
Shaftesbury,
SP7 9AN

You are responsible for return postage unless the product is faulty, damaged or incorrect. We recommend using a tracked service, as returned products remain your responsibility until they reach us.

Products may be inspected as they would be in a shop. We may reduce your refund where products have been used or handled beyond what is reasonably necessary to inspect them.

Products that cannot be returned

The statutory right to cancel does not apply to certain products, including:

  • Products that are personalised or made to your specifications

  • Products that are liable to deteriorate or expire rapidly

  • Sealed products that are unsuitable for return for health or hygiene reasons once opened

  • Gift cards

Opened food and drink products cannot normally be returned unless they are faulty, damaged, misdescribed or supplied incorrectly.

Damaged, faulty or incorrect products

Please inspect your order when it arrives and contact us promptly if a product is damaged, faulty or incorrect.

Email online@justincoffee-group.com with your order number and, where possible, photographs of the issue. We will provide the remedy required under your statutory consumer rights and cover reasonable return costs where appropriate.

Refunds

For valid cancellations, we will refund:

  • The price paid for the returned products

  • The cost of our least expensive standard delivery option

Additional charges for express or upgraded delivery are not refundable.

Refunds will be made to your original payment method within 14 days of receiving the returned products, or within 14 days of receiving evidence that they have been sent back, whichever is earlier.

We may withhold the refund until we receive the products or evidence that they have been returned.

Nothing in this policy affects your statutory consumer rights.