We know that online shopping can be a bit of a headache when it comes to certain products. We do our best to supply as much information as possible direct from the manufacturers because we want you to be perfectly happy with every purchase from us, so if you have any second thoughts about what you ordered, we’ll happily accept back returns based on the following terms:

New and unopened items returned within 28 days of delivery will receive a full refund. Please send unwanted and unused items in their original packaging, with any tags and labelling attached, and a copy of your invoice/receipt inside. You will be required to pay postage when returning items to us, and we recommend using a recorded mail service like ‘Royal Mail Signed For’ so you have confirmation of delivery back to us. In the unlikely event that we have sent an item in error then we would of course pay the return shipping cost. 

Once received, we will process an exchange or refund as required. Items returned outside of the 28-day period will be dealt with on an individual basis, at roasted Coffee Ltd’s discretion. Any items returned over 28 days can be exchanged for store credit.

Sometimes things break and need a bit of TLC – your first step is to give us a call and we can see about fixing it and getting things up and running again. In the unlikely event that an item is faulty and not just worn out, we will warranty the item with the manufacturer. This may involve either you simply sending us a photo of the fault or in some cases, we will need the item back to send on for assessment.

You should expect to receive your refund within 28 days of roasted receiving the package however, in many cases you will receive a refund more quickly. This time period includes the time it takes us to process your return once we receive it (2 to 4 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you do need to return an item, all you have to do is log in to your account, head to your completed orders page, and fill out a returns request. Then you’ll receive instructions from us on how to send it off.