Refund Policy
When refunds apply and how quickly they land.
This policy explains when a refund applies, how it's calculated and how long it takes. It works alongside our Returns & Exchanges page and our 30-day happiness guarantee.
Eligibility
You're eligible for a refund if an item arrives faulty, damaged or incorrect; if unused gear is returned in original condition within 30 days; or if a coffee or capsule genuinely disappoints and we agree a refund is the right outcome under our happiness guarantee. Contact us within 30 days of delivery to start any refund.
What's refunded
For faulty, damaged or incorrect items we refund the item price in full, plus any shipping you paid and any return postage on our error. For a change-of-mind return of eligible gear, we refund the item price; the original delivery fee is non-refundable unless the return is due to our mistake.
Non-refundable items
Digital gift cards are non-refundable but never expire. Opened consumable products can't be resold, though they're still covered by the happiness guarantee — meaning we'll usually resolve them with credit or a replacement rather than requiring a return.
How refunds are issued
Refunds go back to your original payment method. We process approved refunds promptly; once we've issued it, your bank or card provider typically takes a few business days to post it to your account.
Order cancellations
Because we roast to order, please contact us as soon as possible if you need to cancel. If your coffee hasn't been roasted or your order hasn't shipped yet, we can cancel and refund in full. Once roasting or dispatch is underway, our standard returns terms apply.
Questions
If anything about a refund is unclear, our Contact page has our phone and email — we're happy to talk it through.