Refund policy

Returns & Refunds Policy

At Earl Coffee, we want you to be satisfied with your purchase. This policy explains your rights and our procedures for returns, refunds and cancellations.

Your Right to Cancel

If you purchase goods online, you have the right to cancel your order within 14 calendar days of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise your right to cancel, you must notify Earl Coffee in writing within the 14-day cancellation period.

Once you have notified us, you must return the goods within a further 14 days.

Return Authorisation

Customers must contact Earl Coffee and obtain return authorisation before returning any item.

Returns sent without prior authorisation may experience delays in processing and may be refused if sufficient information is not provided to identify the return.

Condition of Returned Goods

Customers have a legal right to inspect goods in a manner similar to that which would reasonably be permitted in a retail showroom.

Customers are responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functionality of the goods.

Returned items must be:

• Complete and include all original accessories, manuals, packaging and supplied items.

• Adequately packaged to prevent damage during transit.

• Free from damage, marks, excessive handling, contamination, coffee residue, water exposure, modification or misuse.

Where goods show signs of use beyond reasonable inspection, Earl Coffee reserves the right to make a deduction from the refund to reflect any reduction in value.

Coffee Grinders

Coffee grinders that have been used to grind coffee beans are considered to have been used beyond the level of inspection reasonably permitted under consumer regulations.

Where a grinder has been used, tested with coffee, seasoned, modified, disassembled or otherwise operated beyond basic inspection, Earl Coffee reserves the right to apply a deduction from the refund to reflect the diminished value of the product.

The amount deducted will depend on the condition of the returned item and its resulting resale value.

Espresso Machines

Espresso machines must be returned unused and in a condition suitable for resale in order to qualify for a full refund.

Use beyond basic inspection may result in a deduction from the refund to reflect diminished value.

Machines returned with evidence of coffee use, water use, scale, cosmetic damage, missing accessories or other signs of use may be subject to a reduction in refund.

Special Order, Custom and Non-Standard Products

The following items are non-returnable unless faulty, damaged on arrival or incorrectly supplied:

• Custom-made products

• Personalised products

• Special-order products sourced specifically for a customer

• Products manufactured or imported specifically at a customer’s request

• Ex-demo products

• Ex-display products

• Clearance products

• Sample products

Where applicable, product listings will clearly indicate when an item falls within one of these categories.

Return Shipping Costs

When exercising the right to cancel, customers are responsible for the cost of returning goods.

We strongly recommend using a tracked and insured delivery service.

Earl Coffee accepts no responsibility for returned goods that are lost, delayed or damaged during return transit.

Delivery Charge Refunds

Where a customer exercises their right to cancel an order under the Consumer Contracts Regulations, Earl Coffee will refund the purchase price of the goods together with any standard delivery charges paid by the customer.

Where a customer selected a delivery service that is more expensive than the least expensive standard delivery option offered by Earl Coffee, only the cost of the standard delivery option will be refunded.

Where free delivery was provided, no delivery charge refund will be due as no delivery charge was paid by the customer.

Return shipping costs remain the responsibility of the customer unless the goods are confirmed to be faulty, not as described or incorrectly supplied.

Faulty, Damaged or Incorrect Goods

If you believe an item is faulty, damaged or not as described, you must contact Earl Coffee before returning the product.

Customers may be asked to provide photographs, videos, serial numbers or additional information to assist with diagnosis and troubleshooting.

Goods must not be returned without prior authorisation from Earl Coffee.

Where a fault is confirmed, Earl Coffee will arrange collection of the item or reimburse reasonable return shipping costs.

Where inspection determines that the product is not faulty, has been damaged through misuse, improper installation, accidental damage, unauthorised modification or normal wear and tear, Earl Coffee reserves the right to refuse a refund and may charge the customer for the cost of returning the item.

Any remedies for faulty goods will be provided in accordance with your statutory rights under the Consumer Rights Act 2015.

Inspection and Refunds

All returned items are inspected upon receipt.

Refunds will be processed within 14 days of:

• Receiving the returned goods; or

• Receiving evidence that the goods have been returned,

whichever occurs first.

Refunds will be issued to the original payment method used for purchase.

Any deductions made for diminished value will be explained upon request.

For high-value items, Earl Coffee may photograph or record the condition of products during inspection to document their condition upon return.

Exchanges

We do not offer direct exchanges.

Customers wishing to purchase an alternative item should place a new order and return the original item in accordance with this policy.

Contact

For all return requests, please contact Earl Coffee with your order number and details of the item(s) concerned before returning any goods.