refund policy

Returns

We do not accept returns or offer refunds once coffee has been roasted and/or dispatched, including changes of mind.

If there’s an issue with your order (damage in transit, missing items, or a fault), please contact us at orders@cafen.co.uk and we’ll make it right.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

European Union (14-day right of withdrawal)
If your order is shipped to the European Union, you may have a legal right to cancel within 14 days. Because our coffee is roasted to order, this right only applies up until your order enters production. Once coffee has been roasted and/or dispatched, we can’t accept cancellations or returns for change of mind.
This does not affect your rights where items arrive damaged, incorrect, or faulty. In these circumstances, please contact us and we’ll help promptly.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@cafen.co.uk.