Refund policy
Our returns follow UK distance-selling law for sealed food products.
Right to cancel
Under the Consumer Contracts Regulations 2013 you can cancel your order within 14 days of receiving it, for any reason, as long as the goods are unopened. The Calibration Kit must be returned with all five bags unopened and the outer packaging intact.
Opened bags are not returnable
Once a coffee bag is opened we cannot accept it back, on hygiene grounds. This is a standard exception for sealed food products. It does not affect your rights if goods are faulty, damaged, or not as described.
Damaged, faulty, or wrong items
Email hello@goldilocks.coffee within 14 days of delivery with your order number and a photo of the problem. Under the Consumer Rights Act 2015 we will replace the goods or refund you in full, including any return postage you paid.
How to return an item
Email hello@goldilocks.coffee with your order number and the reason for return. We will confirm the return address and next steps. Please do not send anything back before we confirm.
Return postage
- Faulty, damaged, or wrong-item returns: we pay.
- Change-of-mind returns: you pay.
Refunds
We refund to your original payment method within 14 days of receiving the returned goods. For change-of-mind returns this includes the price of the goods plus our standard delivery charge (not any upgraded shipping you selected).
Exchanges
We do not process direct exchanges. Place a new order and return the original.
Non-refundable
- Gift cards
- Any product that has been opened
- Any change-of-mind return after the 14-day window (faulty, damaged, or not-as-described goods remain covered under the Consumer Rights Act 2015)
Questions: hello@goldilocks.coffee