Refund policy

REFUND & CANCELLATION POLICY

Last updated: September 2026

Nothing in this policy limits your rights under UK consumer law. Change-of-mind returns are separate from your rights if an item is faulty, damaged or not as described.

Cancelling before dispatch

If you want to stop an order before it enters processing, email info@emberolivecoffee.shop with your order number within 1 hour of placing it. We'll cancel it free of charge if we can.

If more than 1 hour has passed, contact us as soon as possible. We'll confirm whether we can still stop dispatch. The 1-hour window does not limit any statutory cancellation rights you may have, and we do not charge an administration fee for exercising those rights.

Change-of-mind returns

Equipment and accessories: 30-day returns. Equipment and accessories (including grinders, brewers, teapots, mugs, cups and barista tools) can be returned for a refund within 30 days of delivery. Items should be unused and, where possible, in their original packaging. This extended period is offered by us in addition to, and does not reduce, your statutory rights.

Other eligible items. For other eligible items bought online, you may tell us you wish to cancel within 14 days of receiving them. You then have a further 14 days to send them back.

To start a return, email info@emberolivecoffee.shop with your order number and we'll send you return instructions.

You are responsible for the direct cost of returning a change-of-mind item unless we tell you otherwise. We do not charge a restocking fee. If an item has been handled beyond what is necessary to inspect it, a deduction for loss of value may apply where permitted by law.

Food, drink and other exceptions

Some goods, including those that deteriorate or expire rapidly and certain sealed goods unsuitable for return for health or hygiene reasons once unsealed, may be exempt from the statutory change-of-mind cancellation right. We assess the applicable exception for each item; coffee, tea and chocolate are not automatically excluded as a whole category.

We do not offer voluntary refunds, exchanges or store credits solely because you do not like the flavour profile, roast level or aroma of our coffee, tea or chocolate products. Taste is subjective, and a personal dislike of a product does not by itself mean the product is faulty.

An exception to change-of-mind returns does not remove your rights if an item is faulty, damaged or not as described. The same applies to gift cards and items marked "final sale."

Faulty, damaged or incorrect items

If an item is faulty, damaged or not as described, email info@emberolivecoffee.shop with your order number and details of the problem. Photos are helpful, but not sending photos or reporting a problem within 72 hours does not automatically remove your statutory rights.

We'll assess the issue and provide the remedy required by UK consumer law. Where we are responsible for the problem, we'll cover reasonable return costs.

Refunds

Approved refunds are made to your original payment method within the applicable legal deadline. For a statutory change-of-mind cancellation, we'll also refund any standard outbound delivery charge where required by law. An extra amount paid for a more expensive delivery option may not be refundable.

Exchanges

We do not offer routine direct exchanges. Contact us about returning an eligible item and placing a new order. If an item is faulty or not as described, your statutory remedies still apply.

For cancellation, return or refund queries, email info@emberolivecoffee.shop with your order number.