Cancellation Policy (UK)

Last updated: 13/08/2025

At Earl Coffee, we want your purchase to be hassle-free. This policy explains when and how you can cancel an order and how refunds work.

1) Scope

This policy applies to consumer orders placed online or by phone. Business (B2B) orders are covered at section 9.

2) Cancel before dispatch

If your order has not yet shipped, you can cancel it in full for a full refund.
Email sales@earlcoffee.co.uk with your order number. We will confirm by email.

3) Statutory cooling-off period (CCRs)

For most consumer purchases, you have a legal right to cancel within 14 days after the day you (or your nominee) receive the goods—no reason required.

• If you cancel during this period, you must send the goods back within 14 days of telling us you’re cancelling.

• We will refund you within 14 days of receiving the goods back or receiving evidence you’ve sent them, whichever is sooner.

• Refunds include the product price and the standard outbound delivery charge (any paid premium delivery is not refundable).

Returns postage: For change-of-mind cancellations, you pay the return shipping. You’re responsible for the goods until they reach us; please use a tracked service.

4) How to cancel

Email sales@earlcoffee.co.uk with your order number and a clear request to cancel, or use the Model Cancellation Form at the end of this page.

5) Condition of returned goods & deductions

You may handle goods to check their nature, characteristics and functioning as you would in a shop. If you go beyond this (e.g., noticeable use/wear, missing parts, damaged packaging that reduces resale value), we may deduct an appropriate amount from your refund to reflect the diminished value.

6) Pre-orders

You may cancel a pre-order any time before shipment for a full refund. After shipment, the 14-day cooling-off rules (section 3) apply.

7) Faulty, damaged or mis-described goods (Consumer Rights Act 2015)

If a product is faulty or not as described:

• Within 30 days of delivery you can reject for a full refund, or

• After 30 days, you’re entitled to a repair or replacement. If that’s not possible or fails, you may be entitled to a price reduction or refund.
  We’ll cover reasonable return postage for approved faulty returns. Please contact sales@earlcoffee.co.uk for instructions.

8) Items excluded from cancellation

You can’t cancel:

• Custom-made or personalised items;

• Sealed items not suitable for return for health/hygiene reasons once unsealed (if we sell such items, this will be clearly stated on the product page);

• Digital content after download/streaming has begun (if applicable).

9) Business customers (B2B)

The statutory 14-day cooling-off rights don’t apply to business customers. B2B cancellations are at our discretion. Please email sales@earlcoffee.co.uk to discuss.

10) Refund method & timing

Refunds are made to your original payment method. We aim to process promptly; legally we will refund within the time limits stated in sections 3 and 10. Your bank/card provider may take additional time to post funds.

11) Force majeure / our right to cancel

We may cancel an order due to events outside our reasonable control (e.g., supply chain disruption). If we do, we’ll notify you promptly and issue a full refund.