Exchange Policy

We’ve recently updated our exchange policy to serve you better. Please review the updated guidelines before confirming your order.

1. Eligibility for Exchange: Exchanges will only be accepted if an incorrect product or incorrect grind size has been dispatched due to an error on our part.
2. Correct Orders: Exchange requests will not be accepted if the customer has received exactly what was ordered, including the correct product, roast level and grind size.
3. Whole Beans Only: Only whole coffee beans are eligible for exchange. Ground coffee cannot be exchanged under any circumstances.
4. Reporting an Issue: Any discrepancies or errors in an order must be reported within 48 hours of delivery through our designated customer service channel. Customers must provide their order number, a clear description of the issue and supporting photographs of the product and packaging, where applicable.
5. Return of Original Order: Once an exchange request has been reviewed and approved, the original parcel must be returned before a replacement can be dispatched.
6. Courier Charges – Error on Our Part: If an exchange is required due to an error on our part, we will bear both the return courier charges for the original parcel and the delivery charges for the replacement order.
7. Courier Charges – Customer's Responsibility: If an exchange is exceptionally approved due to a customer error or request, the customer will be responsible for all associated courier charges, including the return of the original parcel and delivery of the replacement order.