Refund policy
1. Statutory Right to Cancel.
In accordance with the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods for any reason. To be eligible for a return, your item must be in the same condition that you received it -unused, in its original packaging AND in a condition that allows it to be resold as new. You will also need the receipt or proof of purchase.
2. Faulty, Damaged, or Not as Described Goods
Under the Consumer Rights Act 2015, you have a legal right to a refund, repair, or replacement if the goods are:
- Not of satisfactory quality.
- Not fit for the purpose for which they were intended.
- Not as described.
Please inspect your order upon reception and contact us immediately at contact@thecoffeelobby.co.uk if the item is defective or damaged so that we can resolve the issue.
3. Return Postage Costs
Change of Mind: For returns where the item is not faulty (including cancellations within the 14-day period), the customer is responsible for the cost of return postage. We recommend using a tracked and insured service, as we cannot guarantee that we will receive your returned item.
Faulty Goods: If an item is returned because it is defective, damaged, or not as described, we will cover the cost of the return postage or provide a prepaid shipping label.
4. In-Store Purchases
For items purchased in-person at our showroom, "change of mind" returns are at our discretion and may not apply to sale items. However, all in-store purchases remain fully covered by your statutory rights under the Consumer Rights Act 2015 regarding faulty goods.
5. How to Start a Return
To start a return, contact us at contact@thecoffeelobby.co.uk. Once approved, please send your package to:
The Coffee Lobby UK Ltd,
Unit 7 Space-2-Work, Furnax Lane, Warminster, Wiltshire, BA12 8GL.
NOTE: Items sent back without prior authorisation will not be accepted.
6. Refunds
Once we have received and inspected your return, we will notify you of the status of your refund. If eligible, you will be automatically refunded on your original payment method within 14 days of us receiving the goods.
If more than 15 business days have passed since your return was processed, please contact us at contact@thecoffeelobby.co.uk
7. Order Processing & Cancellations
Online orders are processed automatically. Our warehouse opens Monday through Friday at 6:00 am, and once the automated shipment process begins, orders cannot be canceled. Our office staff is available Monday through Friday, 9:00 am to 4:00 pm, to assist with cancellation inquiries. Please contact us at contact@thecoffeelobby.co.uk