Returns & Refunds
Love your coffee or your money back—no questions asked
30-Day Satisfaction Guarantee
We're committed to delivering exceptional coffee that you'll love. If you're not completely satisfied with your purchase for any reason, we'll make it right.
Simply contact us within 30 days of receiving your order and we'll offer a full refund or replacement—no questions asked.
Your satisfaction is our priority. We'd rather you have great coffee than keep your money.
How to Request a Return or Refund
Contact Us
Email us at hello@peakcoffee.co.uk or call 01432 655 064 (Monday-Friday, 09:00-16:30) within 30 days of receiving your order.
Provide Order Details
Let us know your order number and briefly explain the issue (e.g., "The flavor wasn't to my taste" or "Item arrived damaged"). We genuinely don't judge—we just want to make it right.
Choose Refund or Replacement
You can choose between a full refund to your original payment method or a replacement product. If you'd like to try a different coffee, we're happy to help you find something you'll love.
We Process Your Request
We'll process your refund or send your replacement within 2 working days. Refunds typically appear in your account within 5-10 working days depending on your bank.
Do I need to return the coffee?
No! We typically don't require you to return coffee. It's a perishable product, and we trust you. We may occasionally ask for photos if there's a quality issue, but you can keep or dispose of the product.
What's Covered
Our 30-day satisfaction guarantee covers:
We genuinely want you to be happy with your coffee. If something isn't right, we want to know so we can improve.
Refund Processing
Refund Timeframes
- Approval: We'll approve your refund within 1-2 working days of your request
- Processing: Refunds are processed to your original payment method within 2 working days
- Bank Processing: Allow 5-10 working days for the refund to appear in your account (varies by bank)
Refund Method
Refunds are issued to the original payment method used for the purchase:
- Card payments → Refunded to the original card
- Digital wallets → Refunded to the original wallet (Apple Pay, Google Pay)
If there's an issue with refunding to the original payment method, we'll contact you to arrange an alternative.
Shipping Costs
For refunds, original shipping costs are refunded if the issue was our fault (wrong item, damaged, quality issue). If you simply changed your mind or didn't like the taste, shipping costs are typically non-refundable, but we'll make exceptions on a case-by-case basis.
Subscription Returns
If you have an active subscription and you're unhappy with a delivery, the same 30-day guarantee applies. You can:
- Request a refund for that specific delivery
- Switch to a different coffee for future deliveries
- Pause or cancel your subscription at any time (no penalty)
Subscription cancellations can be done instantly from your account dashboard or by contacting us. There are no cancellation fees or obligations.
Damaged or Defective Products
If your order arrives damaged or has quality issues, please contact us immediately with photos if possible. We'll send a replacement right away at no cost to you.
Common issues we can help with:
- Torn or punctured bags
- Crushed or wet packaging
- Unusual smell or appearance of beans
- Stale or off-tasting coffee (shouldn't happen with our 48hr guarantee!)
We take quality seriously and investigate every quality issue to prevent future problems.
Your UK Consumer Rights
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel most purchases within 14 days of receiving your order for a full refund (including delivery costs).
However, as coffee is a perishable food product, it may be exempt from the standard cancellation rights if the packaging has been opened. That said, our 30-day satisfaction guarantee is more generous than the legal requirement, so you're always covered.
Under the Consumer Rights Act 2015, products must be:
- Of satisfactory quality
- Fit for purpose
- As described
If your purchase doesn't meet these criteria, you're entitled to a refund, repair, or replacement. We're committed to exceeding these standards.
Exceptions
While our satisfaction guarantee is very generous, we reserve the right to refuse refunds in cases of:
- Abuse of the policy: Repeated refund requests without valid reason
- Fraudulent claims: False reports of missing or damaged items
- Improper storage: Coffee stored incorrectly (e.g., left open, exposed to moisture)
- Beyond 30 days: Requests made more than 30 days after delivery
We trust our customers and want to maintain that trust. The vast majority of returns are processed without issue.
Need to Make a Return?
We're here to help! Contact us within 30 days of receiving your order and we'll sort everything out.
Have your order number ready to help us process your request faster.