Returns & Refund Policy

Last updated: 15 February 2026

1) Eligibility for returns

You may be eligible to return an item if it is unused, unopened, and in its original sealed packaging, and you contact us within 14 days of delivery.

2) Your right to cancel (UK distance selling)

If you change your mind, you can cancel your order within 14 days of delivery.

Important: for sealed goods that are not suitable for return for health protection or hygiene reasons, your right to cancel can be lost once the item is unsealed/opened.

3) Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or not as described, you’re covered.

Please contact us within 48 hours of delivery with your order number and clear photos of the item(s), packaging, and shipping label.

We’ll offer a replacement, refund, or another fair solution as appropriate. This does not affect your statutory rights under the Consumer Rights Act 2015.

4) How to start a return

Email us at support@ukcaffeinestore.co.uk with:

• Your order number
• The item(s) you want to return
• The reason for return
• Photos (required for damaged/faulty items)

If approved, we’ll send return instructions and the return address.

5) Return shipping costs

• Change of mind returns: you pay return postage.
• Faulty/damaged/incorrect items: we cover reasonable return postage (or we may not require a return and will confirm in writing).

We recommend using a tracked service. You are responsible for the return until it reaches us.

6) Refunds

If approved, refunds are processed to the original payment method.

• We aim to process refunds within 5 working days of receiving and inspecting the return.
• Banks and payment providers can take additional time to show the refund.

Original shipping charges are usually not refunded unless the item is faulty/incorrect or required by law.

7) Exchanges

We don’t offer straight exchanges. The fastest option is to return the eligible unopened item (if approved) and place a new order.

If the issue is our mistake (wrong item/faulty/damaged), we’ll handle replacement directly.

8) Orders not received / lost in transit

If tracking shows delivered but you can’t find it, contact us within 7 days and check your safe place, neighbours, and building reception/mail room where applicable.

If the parcel appears lost, we will investigate with the carrier. If confirmed lost, we will offer a replacement or refund.

9) Incorrect address / failed delivery

If an order is returned to us due to an incorrect address provided at checkout, you may need to pay redelivery costs.

If you prefer a refund, we may deduct any shipping/return costs incurred.

10) Contact

• Email: Support@ukcaffeinestore.co.uk
• Support hours: Mon–Fri 9am–5pm
• Company name: Veriture Ltd
• Registered address: Unit 1 Hammond Court, Whitehill Industrial Estate, Hammond Avenue, SK4 1PQ

This policy is provided for general information and should be read alongside your statutory rights.