Please read the returns policy in its entirety before contacting us to return any purchases.
We will endeavour to handle any refunds in a prompt and courteous manner. Any refund due will be made to the debit/credit card used to place the order.
Right To Cancel
You have the right to cancel your order within 14 days from receipt of the goods. We will issue refunds and credit your debit/credit card when the cancelled goods arrive with us by return postage. Delivery charges cannot be refunded.
To return any items, e-mail us at [email protected] or call 01279 261850 quoting your order number. The items should then be returned by an agreed delivery method.
Items Not Required
We endeavour to provide as much information on our products as possible to allow you the customer to make an informed decision for purchases. If however, you need to return any product, you may do so at any time up to 14 days starting the day after you receive your delivery.
We cannot cover return postage costs. Items should be returned to us by Recorded Delivery or equivalent service. You must obtain a proof of posting or tracking number.
Incorrectly Supplied Items
If you receive incorrectly supplied goods, we will offer a quick replacement, refund or alternative item to the same value. Contact us within 14 days, quoting your order number, and we will arrange for the uplift of incorrect goods and delivery of correct goods.
Defective or Damaged Goods
Please ensure you inspect any goods prior to signing for delivery. Any visible damage whatsoever should be noted and the delivery signed for as damaged. If an inspection is not possible please ensure you sign for goods ‘unexamined’ allowing us to lodge claims with our delivery partners. We advise sending a photo of damaged goods. This will enable us to deal with your issue quickly.
Damaged or defective goods should be reported to us with 24 hours of receiving the delivery. Please quote your order number to allow us to find your details quickly. We will arrange for the uplift and inspection of goods. Should we, upon receipt of items be satisfied as to the alleged defects we will either replace the goods or arrange a refund of the full value of the goods. Hessian Coffee will be responsible for any redelivery postage costs for defective or damaged goods.
We advise you return goods using special/recorded delivery or equivalent service. If you do not wish to post the item yourself, courier uplift can be arranged by Hessian Coffee This will incur a charge of £7.50.
Hessian Coffee will not be held responsible for any uninsured items lost in transit, please ensure you at least obtain a proof of posting certificate and or a tracking number.