Refund policy
Returns & Refund Policy
This policy applies only to Products purchased via our website or app. It does not apply to purchases made at our self-service coffee machines or other in-person point-of-sale transactions, which are governed by our Legal Terms.
This policy should be read alongside our Legal Terms. In the event of any inconsistency between this policy and our Legal Terms, the Legal Terms will prevail.
Nothing in this policy affects your statutory rights under applicable law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
1. Your Legal Right to Cancel (14-Day Cooling-Off Period)
If you are a consumer, you have the legal right to cancel your order within 14 days without giving any reason.
The cancellation period expires 14 days after the day on which you, or a third party nominated by you, takes physical possession of the goods.
To exercise your right to cancel, you must inform us of your decision by a clear statement (for example, by email at support@unitycoffee.uk).
You must return the goods within 14 days of notifying us of cancellation.
Further details of your statutory cancellation rights, including refund timelines and conditions, are set out in our Legal Terms.
2. Our 30-Day Returns Policy
In addition to your legal rights, we offer a 30-day returns period for most items.
To be eligible under this policy:
- items must be returned in their original condition and packaging where reasonably possible
- items must not show signs of excessive use
- proof of purchase is required
This voluntary policy does not affect your statutory rights.
3. How to Return an Item
To start a return, please contact us at:
support@unitycoffee.uk
Clothing returns must be sent to:
Unit 4
Weybrook View
RG24 9JY
Coffee returns must be sent to:
3 Sycamore Yard
Blakesley
Northants
NN12 8QY
We will provide instructions for returning your item. Items sent back without prior authorisation may not be accepted.
4. Return Costs
Unless the item is faulty, not as described, or incorrect, you are responsible for the cost of returning goods.
5. Non-Returnable Items
Certain items cannot be returned where permitted by law, including:
- goods that are liable to deteriorate rapidly (such as perishable food products)
- sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed (including coffee products)
- personalised or custom-made items
If you are unsure whether your item is eligible, please contact us before purchase.
6. Faulty, Damaged, or Incorrect Items
If your item is faulty, damaged, or not as described, please contact us as soon as possible so we can resolve the issue.
Depending on the circumstances and your statutory rights, we will offer one or more remedies, which may include replacement or refund.
We will always assess and resolve issues in line with your legal rights.
7. Refunds
Once your return has been received and processed, we will issue any refund due without undue delay.
For cancellations under your legal rights, refunds will be issued within 14 days of:
- receiving the returned goods, or
- receiving evidence that the goods have been returned (whichever is earlier)
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.
Where applicable, we will also refund the cost of standard delivery. We do not refund additional costs for express delivery.
We may reduce your refund to reflect any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
8. Contact Us
If you have any questions about returns or refunds, please contact us at:
support@unitycoffee.uk
