Refund & Returns Policy

1. Introduction

1.1 We want you to be happy with your purchase and understand that occasionally a return may be necessary.
1.2 This policy explains when returns and refunds are accepted and how they are processed.
1.3 This policy applies to customers in England, Scotland, Wales and Northern Ireland.
1.4 Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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2. Your Statutory Rights

2.1 If a product is faulty, damaged, not as described, or incorrect, you are entitled to a refund, repair or replacement in accordance with your statutory rights.
2.2 In these cases, return postage costs will be covered by us where applicable.

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3. Returns for Non-Faulty Items

3.1 Where you do not have a statutory right to a return, we may accept returns at our discretion provided that:
(a) the item is returned within 14 days of dispatch;
(b) the product is unused, unopened, and in its original packaging with seals intact;
(c) the product is in a condition suitable for resale; and
(d) the return follows the procedure outlined in this policy.

3.2 We reserve the right to refuse returns that do not meet these conditions.

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4. How to Return an Item

4.1 To request a return, you must contact us first to obtain return authorisation.
4.2 Returned items should be sent to:
9 Shap Road Industrial Estate, Kendal, Cumbria LA9 6NZ
4.3 Unless the item is faulty or incorrect, you are responsible for return postage costs.

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5. Exclusions

5.1 The following items cannot be returned unless faulty or incorrect:
(a) Food, drink, or other perishable goods;
(b) Products that have been opened, unsealed, or partially consumed;
(c) Items returned outside the stated return window;
(d) Products purchased as part of a subscription or discounted subscription offer, except where faulty or incorrect.

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6. Subscriptions & Discounted Orders

6.1 Orders placed as part of a subscription are governed by the subscription terms agreed to at checkout.
6.2 Where a subscription includes a minimum commitment, refunds are not available for orders placed within that commitment period unless the product is faulty or incorrect.
6.3 Cancelling a subscription does not automatically entitle the customer to a refund for any processed or dispatched subscription orders.

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7. Refunds

7.1 Approved refunds will be issued for the price paid for the returned item only.
7.2 Refunds will be made using the original payment method.
7.3 Refunds will be processed within 14 days of receiving the returned product.

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8. Improper Returns

8.1 If an item is returned in breach of this policy and you have no statutory right to a refund:
(a) we may refuse the refund;
(b) we may hold the item until return postage costs are paid;
(c) if payment is not received within 14 days, we may dispose of the item without liability.

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9. Our Details

John Farrer & Co (Kendal) Ltd
Registered in England and Wales (No. 1622765)
Registered Office & Trading Address:
9 Shap Road Industrial Estate, Kendal, Cumbria LA9 6NZ
Email: hello@farrerscoffee.co.uk
Telephone: 01539 720020