Returns Process
ORDER CANCELLATION AND AMENDMENTS
All goods purchased from Coffee Classics may be returned for refund, exchange or replacement within 7 business days from receipt of delivery[*].
Before sending the parcel back to us, please contact us for a Returns Authorisation Number. You will be asked for the reason for the return including whether you will prefer a refund or exchange plus whether the item has been used.
In addition, you will need to confirm your name, order number and postcode, so please have these available if you telephone. You will need to include this Returns Number with your parcel back to us as failure to do so may result in delay of any refund.
May we please ask you to additionally note:
You must take care of our goods whilst they are in your possession and any item for return must be received back in its original shipped condition and original packing.
The item must be without damage or use and in a suitable condition for resale. All original packaging should accompany any returned item. We cannot accept returns for exchange or refund if such items have been opened from a sealed package
All items will be inspected on their return to our warehouse. We are not a manufacturer, so the whole product and packaging must be returned as the same condition as you would have received it and how you may expect to receive it.
If the product or packaging is in any way missing or damaged, we cannot refund.
That you or your carrier are responsible for any returned goods until they reach our warehouse.
Cost and Risk of return will be at your expense and we strongly recommend that you receive proof of posting or use Royal Mail’s “Recorded Signed” service. You may like to opt for Royal Mail’s “Special Delivery” service if a valuable item or a courier.
We regret that outbound shipping, packing and insurance cannot be refunded.
We try to make refunds within one week of receipt back to us though promise to make all refunds within 30 calendar days from receipt of goods to our warehouse.
Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.
Please return the goods to the address on the top of your receipt/invoice/delivery note including the Returns Authorisation Number. Any returned items not including such information may well be delayed.
Any returned goods that we receive which are outside of this Returns Policy will be defined as ‘In Dispute’. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided.
We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.
We are sorry but due to false promises in the past, we are unable to replace or exchange an item until the original is returned to Coffee Classics Ltd.
If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.
[*] “7 business days from receipt of delivery” shall be defined as the date from when your shipment is received by you, being the date of signature that the package is received by you.
Please mark you parcel ‘RETURNS’
Your statutory rights are not affected.
If you receive your item(s) damaged:
We and our carriers take the greatest possible care to see that your order is delivered in pristine condition. However, in the unlikely event that you take delivery of a parcel which shows sign of damage, if a signature is required, sign that the parcel is damaged and then report the damage within 3 business days should you find that the order is damaged.
If the correct product is ordered and the wrong item is delivered:
Our quality system ensures we check that items sent out match the order placed, however errors can sometimes occur.
We apologise if we have mistakenly sent you a product which does not match the details on your agreed order. You must inform us within 5 business days or receiving the product, and we will sent you a returns pack to enable you to return the item(s) to us.
Refunds are processed within 14 business days on safe receipt of the item(s) using the same form of payment as the original transaction.
We ask you to ensure that the unwanted product is complete, unused and in the same condition as you received it.
In the unlikely event of there being any problems concerning the returned item(s) or the processing of a refund we will endeavour to contact you as quickly as possible.