Our Returns Policy

Returns

We do not offer returns on coffee as it is a perishable product and is roasted and ground to order. Any equipment, merchandise or lifestyle products purchased from us can be returned or exchanged within 14 days and must be in the original unopened packaging.

Refunds

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please contact your bank or credit card company, as it may take some time before your refund is officially posted. 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@coaltowncoffee.co.uk.

Sale / Offer items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 
You will be responsible for paying the costs for any offer items received. Offer items are non-refundable. If you receive a refund, the cost of the original offer item will be deducted from your refund.

Equipment (including machines)

If a refund is agreed, a restocking charge of 20% of the equipment cost plus the original shipping cost will be deducted from a refund of returned equipment. This also applies to equipment / machines not yet despatched.

Merchandise / Lifestyle Products

If a refund is agreed, the original shipping cost will be deducted from a refund of returned merchandise or lifestyle products.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@coaltowncoffee.co.uk and send your item to: Coaltown Limited, The Roastery, Foundry Road, Ammanford, SA18 2LS.

Equipment (including machines)

If an exchange is agreed, a shipping charge is payable by the customer for the resend of the new product prior to despatch.

Merchandise / Lifestyle Products

If an exchange is agreed, a shipping charge is payable by the customer for the resend of the new product prior to despatch.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping

To return your product, you should mail your product to: Coaltown Limited, The Roastery, Foundry Road, Ammanford, SA18 2LS.

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 the original shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We will only despatch an exchanged product once we have received and inspected the returned item.

We recommend using a tracked service when returning items to ensure it reaches us for a replacement or refund.