Refund policy

Choose Coffee – Returns, Refunds & Warranty Policy

Effective Date: 01/01/2025
Last Updated: 06/08/2026

Overview

At Choose Coffee, we aim to ensure every customer is satisfied with their purchase. If for any reason you are not completely happy with your order, our returns and refund policy below explains how we handle returns, cancellations, and warranty claims.


Pre‑Authorisation Requirement

Please do not return any item before contacting us for pre‑authorisation. Returns sent back without prior approval may be rejected and returned to you at your expense.

To request a return authorisation, contact us at: Email: hello@choosecoffee.co.uk Phone: 0330 043 0012


Return Window

Our policy lasts 30 days from the date of purchase. If more than 30 days have passed, we are unable to offer a refund or exchange.


Eligibility for Returns

To be eligible for a return:

  • The item must be unused.

  • The item must be in the same condition as received.

  • The item must be in its original packaging.

If an item is returned without meeting these criteria, the return will be rejected and you will be liable for the return shipping costs.


Standard Return Policy (Non‑Sale Items)

Return Period

You have 20 days from the date of order to return items purchased from Choose Coffee, provided they are in original condition and packaging.

Return Process

  • Initiate a Return: Contact our customer service team with your order details and reason for return.

  • Packaging: Items must be securely packaged in their original packaging.

  • Shipping Costs:

    • Customers are responsible for return shipping costs.

    • If the return is due to our error (e.g., defective or incorrect items), we will cover return shipping on a case‑by‑case basis.


Sale Items – Returns & Refunds

For all sale items, equipment, goods, or machines:

  • A 20% restocking fee will be deducted from the refund.

  • The original shipping cost will also be deducted.

  • Any transaction fees incurred will be deducted.

  • This policy applies even if the item has not yet been dispatched at the time of cancellation.

Customer Responsibilities

Customers are responsible for:

  • All return shipping costs.

  • Any charges incurred during shipment if the order is cancelled prior to delivery (including restocking fees and courier cancellation fees).


Partial Refunds (If Applicable)

Partial refunds may be granted in the following situations:

  • Items not in their original condition, damaged, or missing parts not due to our error.

  • Items returned more than 30 days after delivery.


Refund Approval Process

Inspection

Once your return is received, we will inspect the item and notify you of approval or rejection.

Approved Refunds

If approved:

  • Your refund will be processed to your original payment method.

  • Processing times may vary depending on your bank or payment provider.

Rejected Refunds

If rejected:

  • No refund will be issued.

  • You may choose to have the item shipped back to you at your expense.


Warranty Policy

Coffee Machines & Coffee Grinders

  • 1st Year Standard Manufacturer Warranty

  • Warranty is return‑to‑base.

  • You must bring the machine to our service partner’s workshop in London for assessment or repair.


Exceptions

Returns and refunds may not be applicable for:

  • Custom orders

  • Perishable goods

  • Sale items (subject to sale item policy above)

Please refer to individual product pages for specific exclusions.

Contact Details

Business Name: Choose Coffee Email: hello@choosecoffee.co.uk Phone: 0330 043 0012 Returns Address: Unit 6A, Brentford Business Centre, Commerce Rd, Brentford, TW8 8LG