Terms of service

Published: 23 December 2021 · Last updated: 28 April 2026

Important: Nothing in these terms is intended to limit, exclude or otherwise affect your statutory rights as a consumer, including (but not limited to) your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where there is any conflict between these terms and your statutory rights, your statutory rights will prevail.

These terms govern your use of www.ozonecoffee.co.uk (the “Site”) and any purchases you make through it. Please read them carefully before placing an order. By placing an order through the Site you confirm that you have read, understood and accept these terms.

1. About us

The Site is operated by Ozone Coffee Roasters UK Ltd (“Ozone Coffee”, “we”, “us”, “our”). We are a limited company registered in England and Wales with company number 05528500. Our trading and registered address is 8 Pritchards Road, London, E2 9AP, United Kingdom. Our VAT number is GB 833 4134 50.

You can contact us at support@ozonecoffee.co.uk or by phone on 0207 490 1039.

Ozone Coffee is a UK registered trade mark of Ozone Coffee Holdings Limited and is licensed to Ozone Coffee Roasters UK Ltd.

2. Eligibility to order

The Site is primarily a retail site for members of the public, although approved wholesale customers may also be granted access to purchase through it. By placing an order, you confirm that:

• you are at least 18 years old (or have the consent of a parent or legal guardian);
• you are legally capable of entering into binding contracts;
• you are not buying the products for resale;
  
• the billing, delivery and other information you provide is accurate and complete.

We reserve the right to refuse, cancel or limit any order where we reasonably believe these conditions are not met or where an order has not been placed in good faith. If we cancel an order before dispatch, we will refund any payment taken without undue delay and in any event within 14 days.

3. How a contract is formed

When you place an order through the Site you are making an offer to buy the products described in your order. We will send you an order acknowledgement by email when you place your order; this is not an acceptance of your order.

A binding contract between you and Ozone Coffee is formed only when we send you a separate email confirming that we have received payment and are processing your order (the “Order Confirmation”). The contract is formed at the time we send the Order Confirmation, regardless of when (or whether) you receive it.

You are responsible for checking that all details of your order are correct and suitable for your requirements before completing checkout, including (without limitation) quantity, product type, grind variant, billing and delivery address, and your chosen delivery service. The same applies to any subscription order before each scheduled charge date.

We reserve the right to decline to enter into a contract with you, or to cancel any order before it is dispatched, for any reason. If we do so we will refund any payment already taken in full, without undue delay and in any event within 14 days.

4. Pricing and payment

4.1 Prices

All prices are in pounds sterling unless otherwise stated and include UK VAT where applicable. Delivery charges are calculated by weight at checkout and are shown separately from the product price.

4.2 Pricing errors

We take care to ensure prices are correct at the time products are added to the Site. If we discover an error in the price of products you have ordered, we will contact you as soon as reasonably possible to inform you and give you the option of either continuing the order at the correct price or cancelling. If we cannot reach you, we will treat the order as cancelled and refund any payment in full. We are not obliged to supply products at an incorrect price where the error is genuine and obvious and could reasonably have been recognised by you as a mispricing.

4.3 Payment methods

We accept the following payment methods, processed through secure encrypted payment gateways:

• Shopify Payments: Visa, Mastercard, American Express and Shop Pay.
• PayPal: Visa / Delta, Mastercard and PayPal balance.

All card transactions are processed through secure servers operated by our payment providers. Please refer to our Privacy Policy for information on how your personal data is processed by these providers.

5. International orders, customs and duties

For deliveries outside the United Kingdom, you are the importer of record and are responsible for paying any applicable customs duties, import taxes, VAT and brokerage or handling fees imposed by the destination country. These charges are not included in the price you pay at checkout and are payable by you directly to the carrier or relevant authority.

If you refuse delivery, fail to pay applicable charges, or fail to collect a parcel held at customs and the order is returned to us, we may deduct the cost of return shipping and any non-refundable carrier charges from any refund issued to you.

6. Delivery

6.1 Roasting and dispatch schedule

We freshly roast our coffee every UK working day (excluding weekends and bank holidays). We use four roasters of varying capacity (12kg, 25kg, 60kg and 90kg) to batch roast efficiently. No coffee will leave us older than five days from roast.

Our aim is that orders placed before 07:30 GMT on a UK working day will be processed and dispatched the same working day. Orders placed after 07:30 GMT will carry over to the next working day for processing and dispatch. These times are an aim and are not guaranteed.

We close on UK national bank holidays and over the Christmas period. We will announce these closures on the Site in advance.

6.2 Delivery timeframe

Unless otherwise agreed, we will deliver your order within 30 days of the date on which the contract is formed. Most orders will be dispatched within 24 to 48 working hours of the contract being formed. If we cannot deliver within this period we will contact you to agree an alternative timeframe; if no alternative can be agreed you will be entitled to a full refund.

6.3 UK delivery options

Royal Mail First Class. Royal Mail aims to deliver First Class items the next working day, including Saturdays. This is an aim and not a guarantee. Royal Mail will not treat an item as lost for 15 working days; please contact us if you have not received your order within 5 working days of dispatch.

Royal Mail Second Class. Royal Mail aims to deliver Second Class items by the third working day after posting, including Saturdays, with a minority taking up to 7 working days. This is an aim and not a guarantee.

DPD Next Working Day (Monday to Friday). DPD aims to attempt delivery the next working day. If you do not receive your order before 18:00 the next working day please contact us or DPD directly.

DPD Saturday. When DPD Saturday is selected, your order will be held until Friday for processing, roasting and dispatch, with delivery attempted on the Saturday.

Free delivery (orders over £30). Qualifying orders over £30 are dispatched via Royal Mail Tracked 48. Qualifying orders over £200 (Monday to Friday) are dispatched via DPD next working day.

6.4 Subscription delivery

“In My Mug” subscriptions are dispatched via Royal Mail First Class on Fridays, with Royal Mail aiming to deliver the next working day (Monday to Saturday).

Other subscriptions (Blends, Organic Single Origin, Decaf) are dispatched via Royal Mail Second Class, with Royal Mail aiming to deliver in 2 to 4 working days (Monday to Saturday).

6.5 International delivery options

Royal Mail International. Aim of 5 to 7 working days, but may take up to 28 days. No guarantee. If you have not received your order within 14 days of dispatch please contact us.

UPS Standard. Travels by road; usually delivered within 5 to 10 working days. UPS will provide an estimated delivery date and tracking updates by email.

UPS Express. Travels by air; usually delivered within 2 to 5 working days. UPS will provide an estimated delivery date and tracking updates by email.

6.6 Risk and title

Risk in the products passes to you when the products are delivered to the address you have given us (or when you, or someone you have authorised, takes physical possession of the products). Title in the products passes to you when we have received payment in full.

7. Cancellation, returns and refunds

Your rights to cancel your order, return goods and receive a refund are set out in full in our Returns and Refunds Policy, which forms part of these terms. A summary of the key points is set out below; in the event of any conflict between this summary and the Returns and Refunds Policy, the Returns and Refunds Policy will prevail.

7.1 Order cancellation before dispatch

You may cancel your order at any time before dispatch by contacting us at orders@ozonecoffee.co.uk and we will issue a full refund without undue delay and in any event within 14 days.

7.2 14-day cancellation right under the Consumer Contracts Regulations 2013

You have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order without giving a reason within 14 days. This cancellation period ends 14 days after the day on which you (or someone you have nominated, other than the carrier) receive the goods.

Where you exercise this right:

• goods must be returned unused, unopened and in their original packaging;
• you are responsible for the cost of return shipping; and
• we will refund you within 14 days of receiving the returned goods.

7.3 Items not eligible for return

The following items are excluded from the 14-day cancellation right under the Consumer Contracts Regulations 2013 and are non-returnable unless faulty or not as described:

• Roasted coffee beans (perishable goods);
• Ground coffee (perishable goods); and
• Custom orders, including ground-to-order coffees (made-to-order goods, exempt under Regulation 28).

Flavour preferences and brewing results do not constitute a fault under the Consumer Rights Act 2015. Coffee is an unfinished product and the final cup is shaped by how it is brewed; factors such as grind size, dose, water temperature and brew time all affect the result. If your coffee is not tasting as you expect, please contact us before returning it – we are happy to provide brewing advice.

7.4 Faulty, damaged or misdescribed goods

Nothing in this section affects your statutory rights in respect of faulty, damaged or misdescribed goods. Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement, price reduction or refund. Where the right to reject applies, you may be entitled to a full refund within 30 days of delivery.

Please notify us within a reasonable time (ideally within 14 days of delivery) at orders@ozonecoffee.co.uk. We will cover the cost of return shipping for faulty items and process refunds within 14 days of receiving the returned item.

7.5 How to return an item

To initiate a return, contact us at orders@ozonecoffee.co.uk with your order number and reason for return. We will provide return instructions and, where applicable, a return label.

8. Subscriptions

When you place a subscription order through the Site you are entering into a recurring contract under which we will supply the products you have selected at the frequency you have chosen, and you authorise us to charge your registered payment method on each scheduled charge date.

8.1 Managing your subscription

You can pause, change or cancel your subscription at any time through your account on the Site. Changes (including cancellation) take effect for any scheduled charge that has not yet been processed at the point you make the change. Where a charge has already been processed, the corresponding order will be fulfilled and shipped, and the change will take effect from the next scheduled charge.

8.2 Cancellation rights for subscription orders

Each delivery under a subscription is a separate supply of goods to which the cancellation provisions in section 7 apply. The 14-day cancellation right and the exclusions for perishable and made-to-order goods apply to each delivery individually.

8.3 Price changes

We may vary the price of products supplied under a subscription from time to time. Where we do, we will give you reasonable advance notice (at least 14 days) by email to the address registered with your subscription, so that you can decide whether to continue, change or cancel the subscription before the new price takes effect.

8.4 Failed payments

If we are unable to take a scheduled payment, we may suspend the next dispatch and contact you so that you can update your payment details. We may cancel the subscription if payment cannot be taken after a reasonable number of attempts.

9. Gift cards

We offer two types of gift cards, both available for purchase online: one valid for in-store purchases at our two London eateries, and one valid for online purchases on the Site. We do not currently offer a single gift card valid for both in-store and online use.

The following terms apply to all gift cards:

• Gift cards may be redeemed only toward the purchase of eligible products on www.ozonecoffee.co.uk or, in the case of in-store gift cards, at our London Ozone Coffee locations.
• Purchases are deducted from the redeemer’s gift card balance, and any remaining balance is available for future use against eligible products.
• If a purchase exceeds the redeemer’s gift card balance, the remaining amount must be paid using another payment method.
• Gift cards may not be used to purchase further gift cards and cannot be exchanged for cash.
• Gift cards are non-refundable.
• Gift cards are not cheque guarantee, credit, debit or charge cards. We cannot be held liable for lost or stolen gift cards; please protect them as you would cash.
• Each gift card will expire 12 months after the date of issue or 12 months from the last transaction (whichever is later). A “transaction” is a sale or top-up. Any remaining balance is cancelled on expiry.

We may amend these gift card terms from time to time where we reasonably consider it necessary. Nothing in these terms is intended to affect your statutory rights, including under the Consumer Rights Act 2015.

10. Discount and promotional codes

Discount and promotional codes must be entered at checkout to be applied to your order. We do not apply codes retrospectively and we do not refund the value of codes that were not used at the relevant time. We reserve the right to decline orders where, acting reasonably, we consider that a code is invalid for the order being placed.

Discount and promotional codes are valid only on specific products while stocks last and may be withdrawn at any time. Only one discount or promotional code may be used per order, and codes cannot be used in combination with any other promotion. Each code expires on the date specified in the terms applicable to that code.

11. Loyalty and Referral Scheme

Please read these terms carefully. They apply exclusively to the Loyalty and Referral Scheme (the “Scheme”). By opting into the Scheme you are deemed to have read, understood and accepted these terms. If you have any questions please contact us at support@ozonecoffee.co.uk.

11.1 How does it work?

The Scheme is a points accrual scheme available to individual account holders only, not businesses. You are eligible only if you hold a valid individual online account with us on the Site.

Loyalty Points operate as accumulation vouchers exchangeable only for the items listed in section 11.4. Loyalty Points cannot be exchanged for cash and cannot be cashed out at any time.

11.2 How much is the Scheme worth?

In general terms, each £1 you spend with us is worth 1 Loyalty Point. There are limited circumstances in which you can earn additional or bonus Loyalty Points (see section 11.3). Where you spend less than £1 (or the relevant whole pound increment), the balance is not rounded up or carried forward.

11.3 How can I earn Loyalty Points?

You can earn Loyalty Points through the following Qualifying Purchases and actions:

• Creating an account on the Site (50 Loyalty Points);
• Purchasing any item through your account on the Site (see section 11.2);
• Following us on Instagram at @ozonecoffeeuk (20 Loyalty Points); and
• Your birthday bonus (20 Loyalty Points credited on your birthday).

Earning Loyalty Points does not grant you any vested rights and does not guarantee the continued availability of further Loyalty Points.

We may, from time to time, run referral schemes (see section 11.10) and bonus point promotions for limited periods. Bonus point promotions will be advertised on the Site or notified to you by email and you must make a Qualifying Purchase during the promotional period to qualify. Bonus Loyalty Points are credited and used in the same way as ordinary Loyalty Points.

11.4 What can I use Loyalty Points for?

Loyalty Points may be redeemed only for the following:

• Free UK delivery on one order to a UK address (via DPD or Royal Mail), worth up to £6: 100 Loyalty Points; or
• Discount vouchers: £5 voucher = 150 Loyalty Points; £10 voucher = 300 Loyalty Points; £25 voucher = 600 Loyalty Points.

Loyalty Points cannot be exchanged for cash or gift cards. Once redeemed, Loyalty Points cannot be used again. If a transaction in which Loyalty Points are used is cancelled or reversed, we will re-credit the Loyalty Points used.

11.5 How do I use my Loyalty Points?

Once you have earned enough Loyalty Points, a “REDEEM” button will appear on your account. Clicking it will generate a unique discount code that you can apply at checkout to your next order.

11.6 Restrictions

Loyalty Points are personal to you and your account. You may not transfer them to another person at any time.

11.7 Expiry

Loyalty Points are valid for 12 months from the relevant Purchase Date or the date on which they are otherwise credited to your account. After this period, accrued but unused Loyalty Points will expire. We will endeavour to notify you on or around the date on which your Loyalty Points are due to expire.

11.8 Opting in and opting out

You are automatically enrolled in the Scheme when you register for an account. You may opt out at any time by contacting us using the details above. If you opt out, you will forfeit all accrued Loyalty Points.

11.9 Recovery of expired or lost points

Once Loyalty Points have expired they cannot be reinstated, except at our absolute discretion. If you make a Qualifying Purchase without using your account you will not automatically accrue Loyalty Points. Qualifying Purchases made before you opt into the Scheme cannot be subsequently credited.

11.10 Referrals

You can refer us to others by sending the unique referral URL in your account by email or social media. When the person you refer clicks the URL and registers their email address with us, they will receive a voucher for free UK delivery. Referral vouchers can be used only on regular website orders, not subscription orders.

Once the referred person makes their first purchase, you (as the referrer) will receive a voucher for £5 off your next purchase, available against your next order. There is no limit to the number of times you can use the referral scheme or the number of people you can refer; however, each referred person can use the scheme only once and must be a new customer.

If we detect that the referral scheme is being used fraudulently, we may suspend your rewards account. Please contact us if you believe your account has been suspended in error.

11.11 Changes, suspension and withdrawal

We may amend these Scheme terms, or suspend or withdraw the Scheme, where we reasonably consider it necessary to do so, including for any of the following reasons:

• to comply with a change in law, regulation or guidance from a regulator;
• to address a security, fraud or technical issue;
• to reflect a genuine change to our business or operations; or
• where we reasonably consider that you have breached, or may breach, these Scheme terms.

Where any change is more than minor, we will give you reasonable advance notice through your account or by email. Where the Scheme is withdrawn or your account is closed, accrued but unused Loyalty Points will be forfeited.

11.12 Personal data

Personal data used in connection with the Scheme will be processed by us only for the purposes of administering the Scheme. Please refer to our Privacy Policy for more information on how we collect and use your personal data. You must keep the details on your account up to date; we are not liable for any loss of Loyalty Points caused by out-of-date account details.

11.13 Definitions

• “Loyalty Point” means a point earned in connection with the Scheme.
• “Qualifying Purchase” means a fully paid purchase made through your account on the Site.
• “Purchase Date” means the date on which your Qualifying Purchase is confirmed by us.

12. Customer reviews and user-submitted content

Reviews and other content submitted by customers represent the personal opinions and beliefs of the individuals who submit them and are not the opinions or beliefs of Ozone Coffee. We reserve the right not to publish, or to remove, content that we consider defamatory, offensive, misleading, in breach of intellectual property rights, or otherwise unlawful or inappropriate (including, without limitation, unverifiable health claims and direct cross-product comparisons).

By submitting any content to the Site, you grant us a non-exclusive, royalty-free, worldwide, perpetual licence to use, reproduce, edit, publish and display that content in connection with the Site and the marketing of our products and business, and you confirm that you have all necessary rights to grant that licence.

13. Intellectual property and use of the Site

All copyright and other intellectual property rights in the Site, its facilities, the Ozone Coffee brand, text, software and other materials on the Site are owned by Ozone Coffee or our licensors. You may not, without our prior express written consent, do anything to infringe those rights.

You may not use any part of the materials on the Site for commercial purposes without first obtaining a written licence from us or our licensors. If you print, copy or download any part of the Site in breach of these terms, your right to use the Site will end and you must, at our request, return or destroy any copies of the materials you have made.

14. Our liability

14.1 Liability we do not exclude

Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 17 of the Consumer Rights Act 2015 (title and quiet possession);
• defective products under the Consumer Protection Act 1987; or
• any other liability that cannot be limited or excluded under applicable law, including your statutory rights as a consumer.

14.2 Liability we do limit

Subject to section 14.1, we will not be liable to you for any loss or damage that was not foreseeable to both you and us at the time the contract was formed. Loss or damage is “foreseeable” if it is an obvious consequence of our breach or if it was contemplated by you and us at the time the contract was formed.

Subject to section 14.1, our total liability to you in connection with any single order will not exceed the price you paid for that order (including delivery charges).

14.3 Use of products

We supply our products for domestic and private use. You agree not to use the products for any commercial, business or resale purpose, and we will have no liability to you for any loss of profit, loss of business, loss of goodwill, business interruption or loss of business opportunity.

15. Events outside our control

We will not be liable for any failure or delay in performing our obligations under a contract where that failure or delay is caused by events outside our reasonable control, including (without limitation) acts of God, war, terrorism, civil unrest, fire, flood, severe weather, epidemic or pandemic, strikes or other industrial action, failure of utilities or transport networks, acts of governments or regulatory authorities, and failures or delays of carriers or suppliers.

Where such an event occurs we will contact you as soon as reasonably possible. If the event continues for more than 30 days, either you or we may cancel the affected order, in which case we will refund any payment already taken in respect of products not delivered.

16. Privacy

Our use of your personal data is governed by our Privacy Policy. By placing an order or otherwise using the Site you acknowledge that you have read and understood the Privacy Policy.

17. Complaints and dispute resolution

If you have a complaint, please contact us in the first instance at support@ozonecoffee.co.uk. We will:

• acknowledge your complaint within 5 working days;
• keep you informed of our progress;
• try to give you an indication of how long it will take to resolve; and
• aim to resolve complaints within 30 days, or tell you if we need longer.

If you are not satisfied with our response and your complaint relates to a purchase made online, you may also be entitled to use an alternative dispute resolution (ADR) scheme. Please contact us if you would like further information about ADR options that may be available to you. None of this affects your right to take court proceedings as set out in section 18.

18. Governing law and jurisdiction

These terms, the contracts formed under them and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of England and Wales.

You and we both agree that the courts of England and Wales have non-exclusive jurisdiction to settle any such dispute or claim. Nothing in these terms affects your right, as a consumer, to bring proceedings against us in the courts of the part of the United Kingdom in which you are resident, nor your right to rely on mandatory provisions of the law of that part of the United Kingdom.

19. General

19.1 Availability of the Site

We aim to provide a high-quality service through the Site but we do not guarantee that the Site, or any particular feature, will be available at any given time or for any given duration.

19.2 Changes to these terms

We may amend these terms from time to time, for example to reflect changes in law, regulation or our business. The version of the terms in force at the time you place your order will apply to that order. The current version is always available on the Site and the “Last updated” date appears at the top of these terms.

19.3 Severability

If any provision of these terms is found to be unlawful, void or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.

19.4 No waiver

Our failure to enforce any of these terms at any time will not be a waiver of our right to enforce that term, or any other term, at a later date.

19.5 Third party rights

A person who is not a party to these terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.

19.6 Entire agreement

These terms, together with our Returns and Refunds Policy and our Privacy Policy, constitute the entire agreement between you and us in relation to your use of the Site and any orders placed through it.

20. Contact

If you have any questions about these terms, please contact us at:

Ozone Coffee Roasters UK Ltd
8 Pritchards Road, London, E2 9AP, United Kingdom
Email: support@ozonecoffee.co.uk
Phone: 0207 490 1039
Company number: 05528500
VAT number: GB 833 4134 50

Published: 23 December 2021. Last updated: 28 April 2026.