Returns

At The Coffee Collective, we want you to shop with confidence. As a collective marketplace working with carefully selected coffee roasters, equipment manufacturers, and specialist suppliers across the UK, our products are dispatched directly from our partner suppliers. This means that returns may need to be sent back to the original supplier rather than to The Coffee Collective directly.

Please read the information below before arranging a return.

Your Right to Cancel

Under UK consumer law, you have the right to cancel most online purchases within 14 days of receiving your order.

If you decide you no longer want an item, you must notify us within 14 days of delivery. Once you have informed us, you then have a further 14 days to return the item.

To begin a cancellation or return request, please contact our customer support team at:

Email: support@thecoffeecollective.co.uk

Please include:

  • Your order number
  • Your name
  • The item(s) you wish to return
  • The reason for return (optional)

How Returns Work

As The Coffee Collective operates a supplier-direct fulfilment model, products are shipped by our specialist partners and may need to be returned directly to them.

Please do not return any item without contacting us first.

Once your return request has been approved, we will provide:

  • The correct return address
  • Any supplier-specific return instructions
  • Details of whether a prepaid return label is available

Returns sent to the wrong address may result in delays to your refund.

Return Eligibility

To qualify for a return, items must generally:

  • Be returned within the applicable return period
  • Be unused and in resalable condition
  • Include all original packaging, accessories, manuals, and components
  • Not show signs of wear, damage, or misuse
  • Be securely packaged for transit

We reserve the right to reduce a refund where an item has been handled beyond what is necessary to inspect it.

Coffee & Perishable Products

Due to food safety and hygiene regulations, we cannot accept returns of:

  • Opened coffee bags
  • Coffee that has been consumed or partially used
  • Perishable food products
  • Any item with a broken freshness seal

If coffee arrives damaged, incorrect, defective, or not fit for consumption, please contact us immediately and we will work with the supplier to resolve the issue.

Brewing Equipment & Accessories

Coffee equipment, grinders, brewers, scales, kettles, and accessories may be returned if:

  • They are unused
  • They are in their original packaging
  • All included parts and documentation are returned

Equipment that has been used, damaged, modified, or is missing components may not qualify for a full refund.

Faulty, Damaged, or Incorrect Items

If you receive an item that is:

  • Faulty
  • Damaged during delivery
  • Incorrect
  • Missing parts

Please notify us within 48 hours of delivery where possible.

To help us resolve the issue quickly, please provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the item and packaging
  • Photographs showing any damage

Depending on the circumstances, we may offer:

  • A replacement
  • A repair
  • A full refund
  • A partial refund where appropriate

Your statutory consumer rights remain unaffected.

Return Shipping Costs

If You Change Your Mind

Unless otherwise stated, customers are responsible for return shipping costs when returning unwanted items.

We recommend using a tracked and insured postal service, as returned items remain your responsibility until received by the supplier.

If the Item Is Faulty or Incorrect

Where an item is confirmed as faulty, damaged, or supplied in error, reasonable return shipping costs will normally be covered by the supplier or reimbursed following approval.

Please contact us before arranging any return shipping.

Refund Process

Once the returned item has been received and inspected by the relevant supplier, we will process your refund.

Approved refunds will be issued to your original payment method.

Please allow:

  • Up to 5 business days for supplier inspection
  • Up to 10 business days for your payment provider to process the refund

Refund times may vary depending on your bank or payment provider.

Non-Returnable Items

The following items cannot normally be returned:

  • Opened coffee or food products
  • Gift cards
  • Downloadable digital products
  • Personalised or custom-made items
  • Hygiene-sensitive products where seals have been broken
  • Items specifically marked as non-returnable

Exchanges

As many products are fulfilled by independent suppliers, direct exchanges may not always be possible.

If you require a different product, colour, size, or variation, we may ask you to return the original item and place a new order.

Please contact us and we will advise on the best solution.

Late or Missing Refunds

If you have not received your refund after the stated processing period:

  1. Check your bank account again.
  2. Contact your card provider or payment service.
  3. Contact your bank, as processing times can vary.
  4. If you still have not received your refund, contact us for assistance.

Supplier-Specific Return Policies

Some suppliers may have additional return requirements or warranty procedures for specific products.

Where applicable, these requirements will be communicated during the returns process. Supplier policies will never reduce your statutory rights under UK consumer law.

Contact Us

For all returns, refunds, damaged items, or order issues, please contact:

The Coffee Collective
Based in Cheltenham, United Kingdom

Email: support@thecoffeecollective.co.uk
Contact Form: https://thecoffeecollective.co.uk/contact

Our team will be happy to assist and ensure your return is directed to the correct supplier as quickly as possible.

The Coffee Collective is committed to making returns as straightforward as possible while working closely with our trusted network of specialist coffee suppliers and equipment partners across the UK.