Refund policy
Returns & Refunds Policy (UK)
We want you to be completely satisfied with your purchase from Earl Coffee. If for any reason you're not happy, we're here to help. Please read our returns and refunds policy below for full details.
Your Right to Cancel and Return (Online Purchases)
As a UK customer, you are entitled to cancel your order and return the products for a full refund, including standard delivery charges, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You have the right to cancel your order within 14 calendar days from the day you receive your goods without giving any reason. After notifying us of your intention to return, you then have another 14 days to send the goods back to us.
How to Return an Item
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Contact Us: Please Email Us within 14 days of receiving your order to notify us of your decision to return. Provide your order number, details of the item(s) you wish to return, and the reason for the return (optional).
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Package the Item(s): Please ensure the item(s) are returned in their original packaging, unused, and in a resalable condition. Include your original invoice or order confirmation inside the package.
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Return Shipping: You are responsible for the cost of returning the goods unless the product is faulty or not as described. We recommend using a tracked shipping service to ensure the safe return of the items. For large items such as grinders we recommend Royal Mail 48 for this.
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Refund Process: Once we receive the returned item(s), we will inspect them and notify you. If the return is approved, we will process your refund within 14 days. Refunds will be issued to the original payment method, including the cost of standard shipping (if applicable).
Espresso Machines/Custom/Factory Order Items
Our return policy for these items differs slightly to our main policy due to the value items. We allow returns within 14 days of receipt, in line with UK consumer regulations.
To qualify for a full refund, items must be returned in their original, unopened, and in a condition that allows the item to be resold.
If the product has been opened or used beyond basic inspection*, a 25% restocking fee will apply to cover diminished value.
*Basic Inspection - This refers to handling an item to assess its appearance, build quality, and basic features, similar to what you are allowed to do in physical store. For example, this may include examining the exterior, plugging it in to confirm power, but not using the item for its intended purpose (e.g. not making coffee with an espresso machine).
For these items customers are responsible for return shipping costs, except in cases where the item is faulty or not as described.
Refunds will be processed after the returned item has been inspected to ensure it meets these conditions. We record inspections for high value items and can provide a copy of this inspection upon request. We ask that customers take reasonable care of the item if they plan to return it, especially for high-value items, to maintain its resale condition.
Exceptions
Please note that certain items are exempt from our returns policy unless faulty:
- Ex Demo/Ex Display/Sample items
- Custom-made or personalised products.
Policy details for 'exception' items will be included in the product description if applicable.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please Email Us as soon as possible with your order details and a description of the issue. We will arrange for a free return and either offer a replacement or a full refund, including any delivery costs.
Refund Timeframe
We process all refunds within 14 days of receiving the returned goods. Refunds will be credited back to the original payment method used during purchase. Please note that it may take additional time for your bank or credit card provider to process the refund.
Exchanges
If you wish to exchange an item, please return the original item as per the instructions above, and place a new order for the desired item. Refunds for the returned item will be processed once received and assessed.
If you have any questions or need further assistance, please don’t hesitate to Email Us or reach out to us via our social media.