Refund policy
REFUND & CANCELLATION POLICY
ORDER CANCELLATIONS
Within 1 Hour of Ordering — Free Cancellation You may cancel your order within 1 hour of placing it at no charge. To cancel, contact us immediately at info@emberolivecoffee.com with your order number.
After 1 Hour — Admin Fee Applies If you request a cancellation after the 1-hour window but before your order has been dispatched, we will do our best to accommodate your request. A £2.99 administration fee will be deducted from your refund to cover handling and processing costs.
After Dispatch — No Cancellation Once your order has been dispatched, it can no longer be cancelled. Please refer to the Returns section below.
How to Request a Cancellation Email us at info@emberolivecoffee.com with your order number and reason for cancellation. We aim to respond within 24 hours.
RETURNS
Return Window We accept returns within 30 days of delivery for eligible items. The return window begins on the date your order is delivered.
Important — Please Read Before Purchasing It is the customer's responsibility to read the full product description, specifications, and intended use before placing an order. We are unable to accept returns on the basis that a product was purchased with an alternative or unintended use in mind. Returns will only be considered where the item is faulty, damaged, or does not match its description, or where the customer exercises their statutory right to cancel within 14 days of receipt.
Eligible Items Coffee equipment, grinders, accessories, and gifts may be returned within 30 days if they meet all of the following conditions:
- Unused & Clean: Items cannot be returned if they have been used, opened, or show any signs of use
- Original Packaging: Must include all original boxes, manuals, accessories, and packaging in their original condition
- Resalable Condition: Items must be in perfect, resalable condition with no signs of handling beyond initial inspection
Change of Mind Returns If you wish to return an item due to a change of mind, the following conditions apply:
- The item must be returned to us and received in satisfactory condition before any refund is issued — no exceptions
- Return shipping is strictly the customer's responsibility
- A trackable shipping method is required — we cannot process refunds for items lost in return transit
- Original shipping costs are non-refundable
- Items that have been used, modified, or tampered with will not be accepted and will be returned to the sender at the customer's cost
Evidence Requirements We reserve the right to request photographic or video evidence of any reported issue before authorising a return. Return authorisation will not be issued until submitted evidence has been reviewed and assessed. Please do not return any item before receiving written return authorisation from us.
Non-Returnable Items The following items cannot be returned under any circumstances:
- Coffee beans and ground coffee
- Tea bags and loose leaf tea
- Syrups and flavourings
- Any perishable or consumable products
- Items marked as final sale
- Equipment that has been used, modified, or shows signs of use
Return Shipping Costs
- Change of mind returns: Customer is responsible for all return shipping costs
- Defective or damaged items: We will cover return shipping costs upon receipt of satisfactory proof of defect or damage, reported within 48 hours of delivery
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
- Await written return authorisation — do not send items without authorisation, unauthorised returns will not be processed
- Ship using a trackable method and provide us with the tracking number
- Once received and inspected, we will process your refund
Return Address Ember & Olive Coffee Co. (Returns) 7 Glebe Park, East Kirkcaldy, Fife KY1 4RP, United Kingdom
REFUNDS
Refunds will be issued to your original payment method within 5–10 business days after we receive and inspect your return.
- Inspection period: 3–5 business days after receipt
- Refund to account: 5–10 business days after approval
- Original shipping costs are non-refundable unless the return is due to our error or a defective product
DEFECTIVE OR DAMAGED ITEMS
If you receive a defective or damaged item, contact us at info@emberolivecoffee.com within 48 hours of delivery with your order number, photos or video of the damage, and a description of the issue. We will arrange a replacement or full refund including return shipping at our expense.
EXCHANGES
We do not offer direct exchanges. Please return the original item for a refund and place a new order.
UK CONSUMER RIGHTS
Under the Consumer Contracts Regulations 2013, customers purchasing online have the right to cancel within 14 days of receipt. This right does not apply to perishable goods including coffee, tea, and syrups. For change-of-mind cancellations within this period, the customer is responsible for return shipping costs and the item must be returned unused and in its original condition before a refund is issued.
EU CONSUMER RIGHTS
Customers in the European Union have the right to cancel within 14 days of receipt under EU Distance Selling Regulations. This right does not apply to perishable goods such as coffee, tea, and syrups.
QUESTIONS Contact us at info@emberolivecoffee.com