Refund policy

If something is wrong with your order

If your order arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery and we will replace it or refund it in full, including the original postage. You do not need to return an opened food item for us to do this, though a photograph helps.

This is your right under the Consumer Rights Act 2015, which says goods must be of satisfactory quality, as described, and fit for purpose. Nothing in this policy affects those rights.

The 30 days above is the window for rejecting faulty goods outright and getting your money back. Your rights do not end there. For up to six years from purchase you can still ask us to put right something that was faulty when you received it. Whatever the timescale, get in touch and we will sort it out.

If you simply change your mind

Under the Consumer Contracts Regulations 2013 you have 14 days from receiving your order to cancel it, and a further 14 days to return the goods.

Food and drink is treated differently from other goods. We accept change of mind returns on items that are still sealed and unopened. We cannot accept returns on anything that has been opened, because we cannot resell food once the seal is broken.

On change of mind returns you pay the return postage. Please get the item back to us in a condition we could still sell.

Coffee ground to the wrong setting

We grind to order. If we have ground your coffee to a different setting from the one you chose, that is our error and the section above on faulty orders applies. If you ordered the wrong setting by mistake, get in touch anyway and we will see what we can do.

Refund timing

Where you have cancelled and returned goods, we will refund you within 14 days of receiving them back, or of you showing us proof that they have been sent, whichever happens first. For a faulty or incorrect order we refund as soon as we have sorted it out with you.

Refunds go back to the card you paid with. Once we process a refund it usually reaches your account within five to ten working days, depending on your bank.

Cancellation form

You can cancel by telling us any clear way you like, including simply emailing us. You do not have to use a particular form. We have to offer you one though, so if it is easier, copy this out and send it back to us:

• To Beyond Boundaries Coffee LTD, Florentine House, Cuckoo Close, Barlaston, Stoke on Trent, ST12 9FP:
• I hereby give notice that I cancel my contract of sale of the following goods:
• Ordered on / received on:
• Name:
• Address:
• Date:

How to start a return

Email us with your order number and what has gone wrong, and we will confirm before you send anything back. Returns come to Florentine House, Cuckoo Close, Barlaston, Stoke on Trent, ST12 9FP.

Contact: 13notout@gmx.com