Refund policy

Returns & Refunds Policy

At Bristol Coffee Company, we want you to be completely satisfied with your purchase. If you're not, we're here to help.

Returns

We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

  • Unused and in the same condition you received it
  • In its original packaging
  • Complete with any accessories, manuals or documentation
  • Accompanied by proof of purchase

To request a return, please email sales@bristolcoffeeco.com with your order number and reason for returning your item.

If your return is approved, we'll provide instructions on how and where to return your item.

Please do not send items back without contacting us first, as they may not be accepted.

Return Address:
Bristol Coffee Company
8 The Plain
Thornbury
Bristol
BS35 2AG

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, or you receive the wrong product, please contact us immediately at sales@bristolcoffeeco.com so we can resolve the issue as quickly as possible.

Where possible, please include photographs of the issue.

Non-Returnable Items

Unfortunately, we cannot accept returns on:

  • Coffee, hot chocolate, syrups or any other food or drink products once opened
  • Perishable goods
  • Custom or personalised products
  • Gift cards
  • Sale or clearance items (unless faulty)

If you're unsure whether your item is eligible for return, please contact us before sending it back.

Commercial Coffee Machines

Commercial coffee machines may only be returned if they are unused, uninstalled and in their original packaging, unless they are faulty.

Once a machine has been installed or commissioned, returns may not be possible unless covered under your statutory rights or the manufacturer's warranty.

Please contact us before arranging the return of any commercial coffee machine.

Exchanges

The quickest way to exchange an item is to return the original product (once approved) and place a new order for the item you'd like instead.

Refunds

Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method within 10 business days.

Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at sales@bristolcoffeeco.com.

European Union 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days for any reason and without providing a justification.

Returned items must be unused, in their original condition and packaging, and accompanied by proof of purchase.

Questions?

If you have any questions about our Returns & Refunds Policy, please contact us:

Bristol Coffee Company
📧 sales@bristolcoffeeco.com
📍 8 The Plain, Thornbury, Bristol BS35 2AG