Terms and Conditions


A 14 day cooling-off policy applies to all online orders (not including coffee). This begins the day after you receive your order. You must notify us that you wish to return the item by email within 14 days. You have a further 14 days to return the item but you will need to pay for the cost of return and ensure the item has been insured and submit proof of postage to us if required. If the item has been damaged in any way or shows signs of use you may only be entitled to a reduced refund. Contact us at hello@propercoffeeco.com for returns. More information on the law can be found here: https://www.citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought/

Several types of goods are exempt from being returned. Bespoke manufactured products such as coffee cannot be returned

Additional non-returnable items:
Gift cards

Please do not send your purchase back to the manufacturer.

Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@propercoffeeco.com.

To obtain a return address, first please email hello@propercoffeeco.com. A return address will be provided based on the product you wish to return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over £50 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Warranty Support:

For warranty support on faulty items please contact us at hello@propercoffeeco.com