Refund policy

At Ozone Coffee Roasters UK Ltd, we want you to be completely satisfied with your purchase. Please read this policy carefully to understand your rights and obligations. This Returns and Refunds Policy forms part of our Terms of Service.

Important: Nothing in this policy is intended to limit, exclude or otherwise affect your statutory rights as a consumer, including 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 this policy and your statutory rights, your statutory rights will prevail.

Order cancellations before dispatch

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

We also reserve the right to cancel any order before dispatch and will issue a full refund without undue delay if we do.

Returns of non-defective items

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.
  • We will issue a refund within 14 days of receiving the returned goods, or of you providing evidence that you have returned them, whichever is earlier.
  • Refunds will be made using the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the refund.

We may make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what was necessary to establish their nature, characteristics and functioning.

Items not eligible for return

Due to the nature of some of our products, the following items are non-returnable unless faulty or not as described:

  • Roasted coffee beans – non-returnable as a perishable product under the Consumer Contracts Regulations 2013.
  • Ground coffee – non-returnable as a perishable product under the Consumer Contracts Regulations 2013.
  • Custom orders (including ground-to-order coffees) – additionally exempt as made-to-order items under Regulation 28 of the Consumer Contracts Regulations 2013.

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.

Returns for faulty, damaged or misdescribed items

If your item is 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 right to reject applies, you may be 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.
  • Refunds will be processed within 14 days of receiving the returned item.

Subscription orders

Each delivery under a subscription is treated as a separate supply of goods, and the cancellation rights and exclusions set out in this policy apply to each delivery individually. The 14-day cancellation right and the exclusions for perishable and made-to-order goods (including roasted and ground coffee) therefore apply to each subscription delivery in the same way as a one-off order.

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; if a charge has already been processed, the corresponding order will be fulfilled and the change will take effect from the next scheduled charge.

International returns

For deliveries outside the United Kingdom, the rights and obligations set out in this policy apply in the same way as for UK orders. International customers are responsible for the cost of return shipping, except where the goods are faulty, damaged or not as described.

Please note that any customs duties, import taxes, VAT or brokerage fees paid by you to the destination country’s authorities are not refundable by us – you may be able to reclaim these directly from the relevant authority. If a parcel is refused, abandoned at customs, or returned to us because applicable charges were not paid, we may deduct the cost of return shipping and any non-refundable carrier charges from your refund.

How to return an item

To initiate a return, please contact our customer service team at orders@ozonecoffee.co.uk. Include your order number and reason for return. We will provide return instructions and any applicable return labels.

Withholding refunds pending return

For cancellations under the Consumer Contracts Regulations 2013, we may withhold a refund until we have received the goods back, or until you provide evidence that you have returned them, whichever is earlier.

Legal references

This policy complies with the following UK legislation:

Consumer Rights Act 2015

Goods we supply must be:

  • Of satisfactory quality (Section 9)
  • Fit for purpose (Section 10)
  • As described (Section 11)

If goods do not meet these standards, consumers have the right to:

  • Repair or replacement (Section 23)
  • Price reduction or final right to reject (Section 24)
  • Full refund within 30 days for faulty goods (Section 20)

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Consumers have the right to:

  • Cancel orders within 14 days of receiving goods (Regulation 29)
  • Receive a refund within 14 days of cancellation (Regulation 34)
  • Return goods at their own cost, unless faulty (Regulation 35)

Exemptions apply to:

  • Perishable goods (including roasted and ground coffee)
  • Customised or made-to-order items (Regulation 28), including ground-to-order coffees

Sale of Goods Act 1979 (as amended)

Where applicable, the implied terms as to title, description and quality continue to apply alongside the Consumer Rights Act 2015.

For full legal texts, visit:

Contact

If you have any questions about this policy, please contact us at orders@ozonecoffee.co.uk or via our contact page.

Last updated: 28 April 2026.