Terms and Conditions | The Proper Coffee Co

Last updated: 3 August 2025

1. About these terms

These Terms and Conditions apply when you use our website, create an
account or purchase products or subscriptions from The Proper Coffee Co.

Please read these terms before placing an order. By submitting an order,
you agree to be bound by the version of these terms displayed at the time
of purchase.

Nothing in these terms limits or excludes any legal right that cannot
lawfully be limited or excluded.

2. About us

The Proper Coffee Co
c/o Five Geckos Ltd
34 Great Queen Street
London
WC2B 5AA
United Kingdom

Email:

hello@propercoffeeco.com

The address above is our business correspondence address. It is not
necessarily the address to which returns should be sent. Please contact us
before returning any product so that we can provide the correct return
instructions.

3. Consumers and business customers

Some parts of these terms apply differently depending on whether you are a
consumer or a business customer.

You are a consumer if you are an individual buying products
wholly or mainly for personal use and not wholly or mainly for your trade,
business, craft or profession.

You are a business customer if you purchase wholly or mainly
for use in connection with a trade, business, craft or profession.

Sections referring to statutory consumer cancellation rights apply only to
consumers.

4. Eligibility and customer accounts

You must be at least 18 years old and legally capable of entering into a
contract to place an order.

You are responsible for:

providing accurate account, billing and delivery information;
keeping your account login details secure;
checking the products and options selected before ordering; and
notifying us promptly of unauthorised account activity.

We may suspend or close an account where we reasonably believe it is being
used fraudulently, unlawfully or in breach of these terms.

5. Product information

We take reasonable care to describe and display products accurately.
Colours, packaging and appearance may vary slightly from photographs due
to screen settings, product changes or supplier packaging.

Coffee is an agricultural product. Its taste, appearance, harvest,
availability and characteristics may vary between crops, origins and
roasts.

Product weights and measurements are approximate unless expressly stated
otherwise.

You are responsible for checking product descriptions and any ingredient,
allergen, compatibility or equipment information before ordering.

If you have an allergy, intolerance or other specific concern, contact us
before placing an order.

6. Coffee selections and substitutions

Where a subscription includes a rotating, seasonal or selected coffee, the
specific coffee supplied may change according to availability, seasonality
and roast schedule.

We may replace an unavailable subscription coffee with a reasonably
equivalent coffee of equal or greater value.

We will not make a material substitution to a separately purchased
non-coffee product without contacting you or offering an appropriate
alternative or refund.

7. Placing an order

When you submit an order, you are offering to purchase the selected
products under these terms.

An automated order acknowledgement confirms that we have received your
order. It does not necessarily mean that we have accepted it.

A contract is formed when we:

send a dispatch confirmation;
dispatch the goods; or
otherwise expressly confirm that the order has been accepted.

We may decline or cancel an order before acceptance where:

a product is unavailable;
the price or product information contains an obvious error;
payment cannot be authorised;
we suspect fraud or misuse;
delivery is not available to the address supplied; or
we are unable to fulfil the order for another reasonable reason.

If payment has already been taken for an order we cannot accept, we will
refund the affected amount.

8. Prices and payment

Product prices are those shown on the website when the order is submitted.

Delivery charges and any applicable postcode surcharge will be displayed
during checkout before you place the order.

We may change prices at any time, but a change will not normally affect an
order already accepted.

Payments are processed through the payment methods available at checkout,
which may include Stripe and WooPayments.

You confirm that:

you are authorised to use the selected payment method;
the billing information supplied is accurate; and
sufficient funds or credit are available.

We may carry out payment, fraud-prevention and security checks before
accepting or dispatching an order.

9. Dispatch

Our coffee is freshly roasted each week.

Subject to stock, roasting schedules, payment approval and operational
availability, we aim to:

dispatch orders placed before 12 noon on a working day on the same
working day; and
dispatch orders placed after 12 noon on the following working day.

Orders placed on weekends or public holidays will normally be processed on
the next working day.

Dispatch dates and delivery estimates are targets rather than guaranteed
dates unless we have expressly agreed a guaranteed service in writing.

10. Delivery

We deliver to addresses in England, Wales, Scotland and Northern Ireland.

We normally use DPD or Royal Mail. We may select another suitable delivery
provider where reasonably necessary.

Coffee delivery charges

Standard delivery is normally included in the price of coffee products and
coffee subscriptions.

Certain addresses and postcodes in Scotland and Northern Ireland may incur
an additional delivery surcharge. Any surcharge will be displayed during
checkout before the order is placed.

Non-coffee delivery charges

Delivery is not automatically free for equipment, accessories and other
non-coffee products. The applicable charge will be shown during checkout.

Delivery times

Estimated delivery times begin when an order is dispatched, not when it is
placed.

Unless a different delivery period has been agreed, we will deliver a
consumer order without undue delay and normally within 30 days of the
contract being formed.

Incorrect or incomplete addresses

You are responsible for checking the delivery address before submitting
the order.

If an order is delayed, lost or returned because the address supplied was
incorrect or incomplete, we may ask you to pay reasonable redelivery costs.
This does not apply where the error was ours.

Delivery instructions and safe places

If you ask a carrier to leave an order in a safe place, with a neighbour or
at another nominated location, you accept the risks reasonably associated
with that instruction once the delivery has been completed as requested.

We are not responsible for loss caused by inaccurate or unsafe delivery
instructions supplied by you.

Risk and ownership

For consumer orders, responsibility for the goods passes to you when they
are delivered into your physical possession or to a person you have
identified to receive them.

Ownership of the goods passes to you once we have received full payment.

11. Recurring Coffee Club subscriptions

A Coffee Club subscription is an automatically renewing subscription.

The price, delivery frequency, included products and billing interval will
be shown on the relevant product page and during checkout.

Automatic renewals

By purchasing a recurring Coffee Club subscription, you authorise us and
our payment provider to charge the selected payment method at each renewal
until the subscription is cancelled.

The subscription will continue to renew automatically unless:

you cancel it;
we cancel it;
payment repeatedly fails; or
the subscription is otherwise ended under these terms.

Cancelling a recurring subscription

You may cancel your Coffee Club subscription through the subscription or
account section of your customer account.

If you cannot access your account, contact:

hello@propercoffeeco.com
.

To prevent the next scheduled order from entering preparation and
fulfilment, cancellation must be completed at least seven days before the
next scheduled fulfilment date.

If cancellation is submitted after that cut-off and the next order has
already been charged, roasted, prepared or entered fulfilment, the
cancellation may take effect after that order.

This seven-day operational cut-off does not limit any cancellation or refund
right that applies under law.

Failed subscription payments

If a renewal payment fails, we may:

retry the payment;
ask you to update your payment information;
delay the next dispatch;
suspend the subscription; or
cancel the subscription after repeated failure.

Changes to recurring subscription prices

We may change the price of a recurring subscription by giving reasonable
advance notice before the new price is charged.

If you do not agree to the new price, you may cancel before it takes effect.

Changes to subscription products

Coffees supplied through Coffee Club may change according to origin,
seasonality, availability and roast schedule.

Where we make a material change to the core nature or quantity of the
subscription, we will provide reasonable notice and explain any available
options.

12. Fixed-term gift subscriptions

A fixed-term gift subscription is a single prepaid purchase covering the
number of deliveries selected at checkout.

Gift subscriptions:

do not automatically renew;
end after the selected number of deliveries;
do not result in further subscription payments; and
are dispatched at approximately monthly intervals unless stated otherwise.

The subscription price covers the stated number of coffee deliveries,
subject to any postcode surcharge displayed during checkout.

Recipient information

The purchaser is responsible for providing an accurate recipient name,
delivery address and, where selected, email address.

We may contact the purchaser if recipient information appears incomplete or
invalid.

Personal gift messages and recipient notification emails

We do not supply a printed gift note or card with gift subscriptions.

If the product page offers a recipient notification email option, the
purchaser must select that option before adding the product to the basket
and provide a valid recipient email address.

The purchaser may also provide their name and an optional personal gift
message. The message will be included within the recipient notification
email and will not be printed or enclosed with the coffee delivery.

If the recipient notification option is not selected, no email will be
sent to the recipient.

Recipient notification emails

A recipient notification email is not sent automatically unless the
purchaser selects that option and provides a valid recipient email address.

Where selected, the notification may include:

the recipient’s name;
the gift giver’s name;
the personal message;
the subscription details; and
information explaining what the recipient will receive.

The notification is normally sent when the relevant order reaches the
Completed status used to indicate that the first delivery has been
dispatched.

Email delivery cannot be guaranteed. Messages may be delayed, rejected or
placed in a spam or junk folder by the recipient’s email provider.

Gift-message standards

Gift messages must not contain:

unlawful, threatening, abusive or discriminatory content;
personal financial information;
passwords or security credentials;
medical or other highly sensitive information;
malicious code, scripts or executable content;
content that infringes another person’s rights; or
information the purchaser is not entitled to provide.

We may decline, remove or request replacement wording for a message that
reasonably appears to breach these requirements.

Cancelling a gift subscription

If you wish to cancel a gift subscription before the first dispatch,
contact us immediately.

Once fulfilment has begun, any cancellation and refund will take account of
deliveries already supplied or prepared, subject to the consumer’s
statutory rights.

Fixed-term gift subscriptions cannot be cancelled merely to avoid paying a
future renewal because they do not renew and the full price is paid when
the order is placed.

13. Your right to change your mind

This section applies only where you are a consumer and the statutory
cancellation right applies to your purchase.

For most eligible goods bought online, you have 14 days beginning on the
day after delivery to tell us that you wish to cancel.

You then have a further 14 days to return the goods.

You do not have to provide a reason for cancelling, although information
about the reason may help us improve our service.

To cancel, email:

hello@propercoffeeco.com
.

You may use the cancellation form at the end of these terms, but you are not
required to use that form.

Products that cannot be returned for a change of mind

A statutory cancellation right may not apply to certain products,
including:

goods made to your specifications or clearly personalised;
goods liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for health-protection or
hygiene reasons once the seal has been broken;
goods that have become inseparably mixed with other items; and
other products excluded from the cancellation right by law.

14. Change-of-mind returns for coffee

Coffee is a food product that is freshly roasted and heat-sealed in a
protective environment.

We do not offer an additional voluntary change-of-mind returns policy for
coffee after it has been dispatched.

This does not remove any statutory cancellation right that applies to an
unopened, sealed coffee product.

If you are a consumer and wish to cancel an unopened coffee order, contact
us within 14 days beginning on the day after delivery. We will confirm the
return arrangements and whether the cancellation right applies to the
particular product.

We do not accept a change-of-mind return after the protective seal has been
broken where the product is no longer suitable for return for health,
hygiene or food-safety reasons.

A cancellation right may also be excluded where coffee has been made,
ground, prepared or personalised to a specific customer requirement, or
where another statutory exception applies.

These restrictions do not apply where coffee is faulty, damaged,
contaminated, misdescribed or otherwise fails to meet your statutory rights.

15. Change-of-mind returns for non-coffee goods

If the statutory cancellation right applies, non-coffee products should be
returned:

within 14 days after you notify us of cancellation;
with all parts and accessories;
in their original condition, so far as reasonably possible;
securely packaged; and
to the return address we provide.

You may inspect a product in the same way you reasonably could in a shop.
If you handle it beyond what is necessary to establish its nature,
characteristics and operation, we may make a lawful deduction for loss in
value.

Original packaging is not an absolute condition of a statutory return, but
you should use it where reasonably possible because it may help protect the
product.

Cost of a change-of-mind return

You are responsible for the direct cost of returning an eligible product
when you simply change your mind, unless we agree otherwise.

We recommend using an appropriately insured and trackable service. You are
responsible for the goods until they are received by us or by the returns
location we specify.

Do not send products to a manufacturer or to our correspondence address
unless we specifically instruct you to do so.

16. Change-of-mind refunds

Where a valid consumer cancellation right is exercised, we will refund:

the price paid for the returned goods; and
the cost of the least expensive standard delivery method offered for
the original order, where the law requires this.

We do not have to refund:

the additional cost of an enhanced or express delivery service;
the direct cost of returning a change-of-mind item;
any lawful deduction for diminished value caused by unnecessary
handling; or
an amount relating to goods for which no cancellation right applies.

We may withhold the refund until:

we receive the returned goods; or
you provide evidence that they have been sent back,

whichever happens first.

We will make the refund without undue delay and normally within 14 days of
the applicable date.

Refunds will normally be made to the original payment method unless
otherwise agreed.

17. Faulty, damaged, incorrect or misdescribed products

Products supplied to consumers must be of satisfactory quality, fit for
purpose and as described.

If an item is faulty, damaged, incorrect or misdescribed, contact us as soon
as reasonably possible:

hello@propercoffeeco.com

Please provide:

your order number;
a description of the problem;
clear photographs where relevant;
the batch or product information where available; and
any other information reasonably needed to investigate.

Depending on the circumstances and your legal rights, the available remedy
may include:

a refund;
a repair;
a replacement;
a repeat delivery;
a price reduction; or
another appropriate remedy.

We may ask you to stop using the product and keep it, its packaging and any
relevant evidence while we investigate.

Return costs for faulty products

Please contact us before returning a product.

Where a consumer is entitled to reject or return a product because it is
faulty, damaged, incorrect or misdescribed, we will:

arrange an appropriate return;
provide a return label; or
reimburse reasonable standard return costs,

as appropriate.

We will not reimburse an unnecessarily expensive or enhanced return method
where a reasonable standard option was available, unless we approved it in
advance.

If inspection shows that the product is not faulty and the issue resulted
from misuse, accidental damage, normal wear, incorrect installation or
failure to follow instructions, we may refuse a remedy and may ask you to
pay reasonable return or redelivery costs where lawful.

18. Equipment and manufacturer warranties

If you experience a problem with coffee equipment or another warranted
product, contact us first so that we can investigate and explain the
appropriate process.

Do not return a product directly to the manufacturer unless we or the
manufacturer instruct you to do so.

A manufacturer’s warranty is additional to, and does not replace, any legal
right you have against us as the retailer.

A warranty may not cover:

normal wear and tear;
accidental or cosmetic damage;
misuse or neglect;
incorrect cleaning or descaling;
use contrary to the manufacturer’s instructions;
unauthorised repair or alteration; or
damage caused by unsuitable power, water or consumables.

The exact warranty terms will depend on the product and manufacturer.

19. Lost, delayed or damaged deliveries

has not arrived within the expected delivery period;
appears to have been lost;
arrives visibly damaged; or
contains missing or incorrect products.

We may need to investigate the delivery with DPD, Royal Mail or another
carrier before providing a replacement or refund.

You agree to provide reasonable assistance with a carrier investigation,
including photographs, confirmation of non-receipt or other relevant
information.

This does not reduce any statutory right you may have.

20. Events outside our reasonable control

We are not responsible for delay or failure caused by events outside our
reasonable control, such as:

severe weather;
transport or postal disruption;
industrial action;
fire, flood or natural disaster;
failure of utilities or communications networks;
supplier or crop disruption;
government action;
epidemic or pandemic;
cyberattack; or
other events we could not reasonably prevent.

We will take reasonable steps to reduce the effect of the event and resume
performance.

If a material delay continues, either party may have a right to cancel the
affected part of the order and receive an appropriate refund.

21. Our responsibility to consumers

We are responsible for loss or damage that is a foreseeable result of our
breach of contract or failure to use reasonable care and skill.

Loss is foreseeable if it was obvious that it would happen or if both
parties knew it might happen when the contract was formed.

We do not exclude or limit liability where it would be unlawful to do so,
including liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of rights that cannot legally be excluded; or
defective products where liability cannot legally be excluded.

Where you are a consumer, we supply products for domestic and private use.
We are not responsible for business losses arising from a consumer
purchase, including loss of profit, revenue, business or opportunity.

22. Terms applying to business customers

This section applies where you purchase wholly or mainly for business
purposes.

Authority

You confirm that you have authority to bind the business on whose behalf
the order is placed.

No consumer cooling-off right

Business customers do not receive the consumer 14-day change-of-mind
cancellation right.

A business order may be cancelled or returned only:

with our prior written agreement;
under an express written return arrangement;
where the goods breach the applicable contract; or
where another legal right applies.

Inspection

Business customers should inspect deliveries promptly and notify us without
undue delay of visible damage, shortages or incorrect products.

A delay in reporting may affect our ability to investigate a carrier or
supplier claim, but it does not exclude a right that cannot lawfully be
excluded.

Business losses

Subject to the exclusions below, we will not be liable to a business
customer for:

loss of profit;
loss of sales or revenue;
loss of business or opportunity;
loss of anticipated savings;
loss of goodwill;
loss or corruption of data; or
indirect or consequential loss.

Business liability limit

Subject to liability that cannot lawfully be limited, our total liability
to a business customer arising from an order will not exceed the total
amount paid or payable for the order giving rise to the claim.

Nothing in these terms limits liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of an implied term as to title;
deliberate default; or
any matter that cannot legally be limited or excluded.

23. Reviews, messages and customer content

If you submit a review, message, photograph or other content, you confirm
that:

it is accurate to the best of your knowledge;
you have the right to submit it;
it does not infringe another person’s rights;
it is not unlawful, defamatory, abusive or misleading; and
it does not contain malicious software or code.

We may remove content that reasonably appears to breach these terms or
applicable law.

24. Website use and intellectual property

The website and its content, including text, photographs, branding,
graphics and design, are owned by us or used with permission.

You may use the website for lawful personal or internal business purchasing
purposes.

You must not, without permission:

copy or republish substantial website content;
misuse our trademarks or branding;
attempt to gain unauthorised access to the website;
introduce malicious code;
interfere with website operation or security;
scrape the website in a way that places an unreasonable load on it; or
use the website for unlawful or fraudulent activity.

25. Privacy and cookies

Our use of personal information is explained in our

Privacy Policy
.

Our website may use necessary, analytics and advertising cookies and
similar technologies. Non-essential technologies are subject to the
choices provided through our cookie controls.

26. Changes to these terms

We may update these terms to reflect changes to:

our products or services;
our delivery or payment arrangements;
our business operations;
technology;
security requirements; or
applicable law.

The terms in force when an individual order is accepted will normally apply
to that order.

Where a change materially affects an ongoing recurring subscription, we
will provide reasonable notice before it takes effect.

27. Transferring the contract

We may transfer our rights and obligations under a contract to another
organisation where this does not reduce your legal rights.

You may transfer your rights under a contract only with our written
agreement, except where the law permits otherwise.

28. If part of these terms is invalid

If a court or relevant authority finds that part of these terms is invalid
or unenforceable, the remaining parts will continue to apply.

29. Delay in enforcing these terms

If we do not immediately enforce a right under these terms, this does not
mean that we have waived that right.

30. Third-party rights

Unless expressly stated otherwise, a person who is not a party to the
contract does not have a right to enforce these terms.

31. Governing law and disputes

Consumers

These terms are governed by the law of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you retain
any mandatory protections available under the law of the part of the United
Kingdom in which you live.

A consumer may bring proceedings in the courts of the part of the United
Kingdom in which they live or in the courts of England and Wales, subject
to applicable law.

Business customers

For business customers, these terms and any non-contractual dispute are
governed by the law of England and Wales.

The courts of England and Wales will have exclusive jurisdiction over a
dispute involving a business customer.

32. Contacting us

For questions, cancellations, returns, faults or complaints, contact:

The Proper Coffee Co
Email:

hello@propercoffeeco.com

Correspondence address:
c/o Five Geckos Ltd
34 Great Queen Street
London
WC2B 5AA

Please do not send a return to the correspondence address unless we have
confirmed that address in the return instructions.

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