Refund policy

Fair Go Coffee Roasters Limited

We hope you are happy with your purchase from Fair Go Coffee Roasters Limited. This policy explains what to do if there is a problem with your order, if you wish to return an eligible item, or if you are entitled to a refund.

This policy applies to individual orders. If you wish to cancel, pause or change an ongoing coffee subscription or other recurring purchase option, please see our Purchase Options Cancellation Policy.

1. Changing Your Mind

If you are a consumer purchasing from us online, you may have a statutory right to cancel your order within 14 days of receiving the goods, subject to the exclusions described below.

To tell us that you wish to cancel or return an order, please email sales@fairgocoffeeroasters.co.uk, quoting your name and order number.

Where the statutory cancellation right applies, you must return the goods to us within 14 days of telling us that you wish to cancel.

Returned goods should be in the same condition in which you received them. You may inspect goods as you would reasonably be able to do in a shop, but they should not be used or damaged beyond what is necessary to establish their nature, characteristics and functioning.

2. Coffee and Other Perishable or Sealed Products

For hygiene and product-quality reasons, we cannot normally accept a change-of-mind return of coffee once the bag or sealed packaging has been opened.

We may also be unable to accept change-of-mind returns of goods that are liable to deteriorate or expire rapidly, where an applicable legal exception to cancellation rights applies.

These exclusions do not affect your statutory rights if goods are faulty, damaged, incorrectly supplied, not as described or not of satisfactory quality.

3. Faulty, Damaged or Incorrect Orders

If your coffee or other goods arrive damaged, are faulty, are not as described, or we have sent you the wrong product, please contact us as soon as reasonably possible at sales@fairgocoffeeroasters.co.uk.

Please provide your name, order number and details of the problem. We may ask you to provide a photograph of the product or packaging where this will help us investigate the issue.

Where appropriate, we will provide a refund, replacement or other remedy in accordance with your statutory rights.

If goods are faulty, damaged or incorrectly supplied by us, we will meet the reasonable cost of returning them where a return is required.

4. Returning Goods

Before returning goods, please contact us at sales@fairgocoffeeroasters.co.uk so that we can provide the appropriate return instructions.

Unless we tell you otherwise, returns should be sent to:

Fair Go Coffee Roasters Limited
The Cake House
Hambridge
Langport
TA10 0AU

We recommend obtaining proof of postage when returning an item.

5. Return Postage

If you are returning eligible goods because you have changed your mind, you are responsible for the direct cost of returning them to us unless we have agreed otherwise.

If goods are being returned because they are faulty, damaged, not as described or incorrectly supplied, please contact us before returning them. Where we are responsible for the return, we will meet the reasonable return cost.

6. Refunds

Where you are entitled to a refund, we will normally refund you using the same payment method used for the original purchase, unless otherwise agreed or the law requires a different approach.

Where you exercise a statutory right to cancel an online consumer purchase, we will make the refund within the timescales required by applicable UK consumer law.

Where required by law, the refund will include the cost of our standard delivery charge. If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of our standard delivery method.

Where permitted by law, we may reduce a refund to reflect any reduction in the value of returned goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

7. Subscription Orders

Cancelling a coffee subscription stops future recurring orders in accordance with our Purchase Options Cancellation Policy. It does not necessarily cancel an individual subscription order that has already been processed for dispatch.

Returns and refunds relating to an individual subscription delivery are dealt with under this Refund & Returns Policy.

To cancel, pause or change an ongoing subscription, please follow our Purchase Options Cancellation Policy. There is no subscription cancellation fee.

8. Business and Wholesale Customers

The statutory cancellation rights that apply to consumers do not apply to purchases made wholly or mainly for business purposes.

If you are a wholesale or other business customer and there is a problem with an order, please contact us at sales@fairgocoffeeroasters.co.uk. Returns, replacements, credits and refunds will be dealt with under the terms applying to your business order and any rights that apply by law.

9. Your Statutory Rights

Nothing in this Refund & Returns Policy limits or excludes any statutory rights that cannot lawfully be limited or excluded, including consumer rights in relation to goods that are faulty, not as described or not of satisfactory quality.