REFUND POLICY

Return Window
We accept returns within 30 days of delivery for most items. The return window begins on the date your order is delivered to you.

Eligible Items
Coffee equipment, grinders, accessories, and gifts may be returned within 30 days if they meet the following conditions:

Unused & Clean: For hygiene and safety reasons, items cannot be returned if they have been used with coffee, water, or any other substances
Original Packaging: Must include all original boxes, manuals, accessories, and packaging materials in their original condition
Resalable Condition: Items must be in perfect, resalable condition with no signs of use

Non-Returnable Items
The following items cannot be returned:

Coffee beans and ground coffee
Tea bags and loose leaf tea
Syrups and flavourings
Any perishable or consumable products
Items marked as final sale at the time of purchase
Equipment that has been used or shows signs of use

These items are excluded from returns for health, safety, and hygiene reasons in accordance with consumer protection regulations.

Return Shipping Costs

Standard returns (change of mind): Customer is responsible for return shipping costs
Defective or damaged items: We will cover return shipping costs when you provide proof of the defect or damage

How to Initiate a Return

Contact us at info@emberolivecoffee.com within 30 days of delivery
Provide your order number and reason for return
For damaged or defective items, include photo or video evidence within 48 hours of delivery
We will provide you with return authorization and instructions
Ship the item(s) back using a trackable shipping method (strongly recommended)
Once we receive and inspect the return, we will process your refund

Return Address
Returns must be sent to:

Ember & Olive Coffee Co. (Returns)
7 Glebe Park, East
Kirkcaldy, Fife
KY1 4RP
United Kingdom

Do not return items without contacting us first for return authorization. Unauthorised returns may not be processed.

Refunds
Refunds will be issued to your original payment method within 5-10 business days after we receive and inspect your return. You will receive an email confirmation once your refund has been processed.

Original shipping costs are non-refundable unless the return is due to our error or a defective product.

Refund Processing Time:
- Inspection: 3-5 business days after we receive your return
- Refund to your account: 5-10 business days after approval

Defective or Damaged Items
If you receive a defective or damaged item, please contact us immediately at info@emberolivecoffee.com within 48 hours of delivery with:

Your order number
Photos or video of the damage or defect
Description of the issue

We will arrange for a replacement or full refund, including return shipping costs, at our expense.

Exchanges
We do not offer direct exchanges at this time. If you need a different size, color, or product, please return the original item for a refund and place a new order.

EU Consumer Rights
As we sell to customers in the European Union, you have the right to cancel your order within 14 days of receipt without giving any reason, in accordance with EU Distance Selling Regulations. This right does not apply to perishable goods such as coffee, tea, and syrups.

Questions
If you have any questions about our refund policy, please contact us at info@emberolivecoffee.com