Refund policy
We hope you are happy with your Archive Coffee order. If you need to return something, please contact us at office@archive-coffee.com before sending any item back.
30-day returns for non-food products
We offer a 30-day change-of-mind return period on eligible non-food products, including coffee machines, coffee-making equipment, tableware, cutlery, napkins and accessories.
To qualify, products must be unused, complete and in a fully resalable condition, with original packaging where reasonably possible. Coffee machines and electrical products must not have been filled with water, coffee or another substance, or used to prepare food or drink.
Sale and discounted items carry the same statutory rights as full-price items, but are not included in this 30-day policy unless we state otherwise.
Food and drink products
Food and drink products, including coffee, preserves, jam, honey and other consumable products, are not included in our 30-day change-of-mind returns policy. We do not accept change-of-mind returns for food or drink that has been opened, unsealed or partly used.
This does not affect your rights where a product is faulty, damaged, unsafe, spoiled upon arrival, incorrectly supplied or not as described.
Your statutory cancellation rights
For most eligible products purchased online, you have the right to cancel your order within 14 days of receiving it. After notifying us of your cancellation, you normally have a further 14 days to return the goods.
You may inspect a product as you reasonably would in a shop. Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may reduce the refund to reflect any resulting loss in value.
Damaged, faulty or incorrect products
Please inspect your order when it arrives. If a product is damaged, faulty or incorrect, contact office@archive-coffee.com as soon as possible. Where possible, report obvious delivery damage or incorrect products within 48 hours, together with photographs of the product and packaging.
Depending on the circumstances, you may be entitled to a refund, repair, replacement or another appropriate remedy.
If the issue involves a coffee machine or other electrical product, we may work with the relevant manufacturer, supplier or fulfilment partner to diagnose and resolve it. Manufacturer warranties vary between products and operate in addition to your statutory rights.
Starting a return
Contact office@archive-coffee.com before returning anything, and include:
• your name and order number;
• the product you wish to return;
• the reason for the return; and
• photographs, where the product is faulty, damaged or incorrect.
We will then provide the correct return address and instructions. Some products are dispatched by specialist fulfilment partners and may need to be returned directly to the relevant fulfilment location.
For ordinary change-of-mind returns, you are responsible for the cost of returning goods. Where goods are faulty, damaged, incorrect or otherwise do not conform to your statutory rights, we will arrange an appropriate return method or cover reasonable return costs where required.
Gift cards
Gift cards cannot normally be returned, refunded or exchanged for cash, except where required by law.
Refunds
Where a refund is due, it will be issued to your original payment method. We may wait until returned goods have been received, or evidence of return has been provided, before issuing the refund where permitted by law. Your bank or payment provider may take additional time to display the refunded amount.
Nothing in this policy affects your statutory rights, including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.