Refund policy

Returns & Refunds

We want you to be happy with your coffee. If there's a problem with your order, please get in touch and we'll always do our best to put things right.

This policy does not affect your statutory rights under UK consumer law.

Changed your mind?

If you've purchased coffee from us online, you have the legal right to cancel your order within 14 days of receiving your goods, without needing to give a reason.

If you'd like to cancel an order, please contact us within 14 days of receiving it at info@powdermillcoffee.com. Once you've told us that you wish to cancel, you have a further 14 days to return the coffee to us.

We ask that coffee is returned unopened and in its original packaging wherever possible. You are responsible for the cost of returning an unwanted item unless we have agreed otherwise.

Where the coffee has been handled beyond what would reasonably be necessary to inspect it, we may be entitled to make a deduction from your refund to reflect any resulting reduction in value.

Once we receive the returned goods, we'll process your refund within 14 days. Where you are exercising your statutory cancellation right, we'll refund the standard delivery charge you originally paid. If you selected a more expensive delivery option, we'll refund only the equivalent standard delivery cost.

Refunds will normally be made to the original payment method.

Damaged or incorrect orders

If your order arrives damaged, you've received the wrong coffee, or something is missing from your order, please contact us as soon as possible at info@powdermillcoffee.com.

Please include your order number and, where possible, a photo of the packaging and the coffee you've received. We'll work with you to arrange a suitable replacement or refund.

Something isn't right with your coffee?

If you believe there is a problem with the coffee itself, please get in touch.

This could include concerns about the condition of the coffee, packaging or an issue that means the product isn't as described or isn't of satisfactory quality.

We'll assess the issue and, where appropriate, arrange a replacement or refund in line with your statutory rights.

We may ask for some information about the coffee, including the batch or roast date, and may ask you to provide photographs or return the product so that we can investigate the issue.

Coffee isn't quite to your taste?

Coffee is personal, and sometimes a coffee simply isn't the right fit for you.

If you're not enjoying your coffee, we'd love to hear from you before you write it off. We may be able to help with grind size, brewing method or recipe, or recommend another coffee that might suit you better.

If you simply don't like the taste, this doesn't necessarily mean the coffee is faulty. However, we're a small business and we'd always rather have a conversation and see if we can help.

Wholesale orders

Our wholesale customers have separate terms relating to orders, deliveries and returns. If you're a wholesale customer and have an issue with an order, please contact us directly and we'll work with you to resolve it.