Refunds & Returns

This policy covers anything bought from Coffee@Work for delivery or collection — coffee, tea, chocolate, cups, cleaning supplies and machines bought outright. It sits alongside your legal rights, and nothing here takes those rights away.

Machines supplied on a rental or lease agreement are not a sale, so they are not covered by this policy. They are covered by the agreement you signed with us, and by the servicing and breakdown cover included in it.

01If something is faulty, damaged or not what you ordered

Tell us and we will put it right. Contact us within a reasonable time of finding the problem — the sooner the better, and ideally within 30 days of delivery — and we will replace the item, collect it, or refund you in full, including the delivery charge. You will not pay the cost of returning a faulty item.

If a pallet or a box arrives visibly damaged, it helps if you photograph it before opening and send us the photographs with your order number.

02If you change your mind

If you are buying as a consumer rather than for a business, you have 14 days from the day you receive the goods to tell us you want to cancel, and a further 14 days to send them back. You can tell us by email, by telephone or in writing using the details at the end of this policy.

Goods returned because you changed your mind must be unused and in a resaleable condition, with any seal intact. You pay the cost of returning them unless we agree otherwise.

03Coffee, tea and other consumables

Unopened, in-date and still sealed, consumables can be returned under the change-of-mind period above.

Once a bag, box or case has been opened, we cannot accept it back for hygiene reasons, unless it is faulty, out of date or not what you ordered. This does not affect your rights if there is something wrong with the product.

04Business and trade account orders

The 14-day change-of-mind right above is a consumer right and does not apply to orders placed by a business, including orders on a trade account. Your rights if goods are faulty, damaged or not as described are unaffected.

In practice we would rather keep you as a customer than win an argument: if you have over-ordered or ordered the wrong thing, call us and we will do what we sensibly can.

05Machines bought outright

A machine bought outright and already installed is not in a resaleable condition, so a change-of-mind return is not usually possible once it has been fitted and used. If you are unsure which machine suits your office, come and try them at our Southwark showroom first, or ask us to recommend one — that is what the free tasting is for.

If a machine develops a fault, contact us rather than returning it. Our own engineers cover Greater London and most faults are fixed on the first visit.

06How to arrange a return

Contact us with your order number and what you would like to do. We will confirm the return address and, where we are collecting, arrange the collection with you. Please do not send anything back before speaking to us, so that we can make sure it reaches the right place and is credited to your account.

07Refunds

Once we have received the goods back, or evidence that you have sent them, we will refund you within 14 days. Refunds go to the original payment method. Where an order was placed on a trade account and invoiced, the refund is credited against that account.

Where you are returning only part of an order, we refund the price of the items returned. Where you cancel a whole order under the change-of-mind right, we also refund the standard delivery charge you paid.

08Delivery charges

Orders over £100 are delivered free across Greater London. Where a delivery charge was paid and the whole order is cancelled or was faulty, that charge is refunded. Where you return goods because you changed your mind, the cost of sending them back to us is yours.

09Your legal rights

Nothing in this policy affects your statutory rights. If you are a consumer in the UK, goods must be of satisfactory quality, fit for purpose and as described under the Consumer Rights Act 2015, and distance purchases carry a cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can get free, impartial advice from Citizens Advice at citizensadvice.org.uk.

10Contact us about a return

Talk to a person — it is usually quicker than filling in a form.