Refund policy

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REFUND & CANCELLATION POLICY Last updated: September 2026

ORDER CANCELLATIONS You may cancel your order free of charge within 1 hour of placing it. After 1 hour, a £2.99 administration fee may be applied at our discretion to cover processing costs. Once your order has been dispatched, cancellations are no longer possible.

CONSUMABLES — NON-RETURNABLE & NON-REFUNDABLE Due to the nature of consumable goods, the following items cannot be returned or refunded under any circumstances, including change of mind:

  • Coffee beans and ground coffee
  • Tea bags and loose leaf tea
  • Chocolate and drinking chocolate products
  • Syrups, flavourings, and all other food or drink products

This applies once the order has been dispatched.

RETURNS — EQUIPMENT & ACCESSORIES

  • Faulty or damaged on arrival: Contact us within 30 days of delivery with your order number and photos. We will arrange a replacement or refund at no cost to you.
  • Change of mind: Please contact us at info@emberolivecoffee.shop within 30 days of delivery before returning anything. As our equipment is fulfilled internationally, return shipping costs are the responsibility of the customer and can be significant. For lower value items, we may offer a partial refund as an alternative to a physical return. A restocking fee of 20% of the item value will be deducted from any approved refund. Items must be unused and in their original packaging. Refunds are issued once the return has been received and inspected.

NON-RETURNABLE ITEMS In addition to all consumables, the following cannot be returned under any circumstances:

  • Gift cards
  • Final sale items
  • Equipment or accessories that have been used or tampered with

PARTIAL DAMAGE OR MISSING ACCESSORIES If your order arrives with damaged components or missing accessories, please contact us within 72 hours of delivery with your order number and photos.

REFUNDS Approved refunds are issued to your original payment method. Please allow up to 15 business days in total — up to 5 business days for inspection, followed by up to 10 business days for the refund to appear. Original shipping charges are non-refundable unless the return is due to a store error or defective product.

EXCHANGES We do not offer direct exchanges. Please contact us to resolve your issue and place a new order.

YOUR CONSUMER RIGHTS Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receipt. Please note that perishable and consumable goods are excluded from this right.

Contact us at info@emberolivecoffee.shop with your order number for any returns or refund queries.