Full Refund Policy
Our full refund policy can be found on the website here: https://ozonecoffee.co.uk/policies/refund-policy
Ordering and Subscriptions
When you complete checkout, you are making an offer to buy. A binding contract between you and Ozone Coffee is formed only when we send you a Dispatch Confirmation email confirming that we have received payment and are processing your order.
You as the buyer are responsible for checking that all details of your order are correct and suitable for your requirements before completing checkout. This includes (without limitation) quantity, product type, grind variant, billing and delivery information, and your chosen delivery service. The same applies to subscription orders before each scheduled charge date.
Faulty or Incorrect Goods
If goods are faulty, damaged or not as described, you are entitled to a remedy under the Consumer Rights Act 2015. Depending on the circumstances, this may include a repair, replacement, price reduction or refund. Where the short-term right to reject applies, you are entitled to a full refund within 30 days of delivery.
Please notify us within a reasonable time of discovering the fault (ideally within 14 days of delivery) at orders@ozonecoffee.co.uk. We will cover the cost of return shipping for faulty items.
Please note: flavour preferences and brewing results do not constitute a fault under the Consumer Rights Act 2015. Coffee is an unfinished product - the final cup is shaped by how it is brewed, and factors such as grind size, dose, water temperature, and brew time all affect the result. If your coffee isn't tasting as expected, please contact us before returning it - we're happy to help with brewing advice and get it tasting its best.
Non-faulty Returns
All our coffee is freshly roasted to order. Roasted and ground coffee are non-returnable as perishable goods under the Consumer Contracts Regulations 2013, and ground-to-order or other custom orders are additionally exempt as made-to-order goods under Regulation 28 - unless the goods are faulty or not as described.
Non-defective goods being returned under the customer's 14-day cancellation rights must be received:
- unused and in original condition
- with all packaging and accessories
- properly repacked to avoid damage during transit
We reserve the right to deduct from your refund any reduction in value of the goods resulting from handling beyond what was necessary to establish their nature, characteristics and functioning.
Pre-dispatch Cancellations
We reserve the right to cancel any order before dispatch. If we exercise this right, we will provide a full refund without undue delay and in any event within 14 days of the cancellation.