Refund policy

Delivery & Returns Policy

Wholesale Customers Only

This policy applies to all wholesale orders placed via our Coffee Wholesale e-commerce site. By placing an order, you agree to the terms outlined below.

Delivery

Delivery Coverage

We deliver to:

  • UK mainland
  • Channel Islands

Delivery to remote or non-mainland locations may be subject to extended delivery times.

Delivery Timeframes

  • Next working day delivery is available on orders over £100 (ex VAT) when placed before 2pm, Monday to Friday.
  • Orders placed after 2pm, or on weekends and bank holidays, will be processed the next working day.
  • Orders under £100 will be delivered via our standard delivery service.

Delivery times are estimates and may be affected by factors outside of our control, including courier delays or adverse weather conditions.

Delivery Method

  • Orders are dispatched via trusted courier partners.
  • All deliveries are made to the address provided at checkout.
  • It is the customer’s responsibility to ensure someone is available to receive the delivery.

Once delivery has been completed to the specified address, responsibility for the goods transfers to the customer.

Failed or Delayed Deliveries

If a delivery fails due to:

  • Incorrect address details
  • No recipient available
  • Refusal of delivery

Any additional charges incurred may be passed on to the customer.

Returns

Eligibility for Returns

As a wholesale supplier, we operate a strict returns policy.

  • Items are only eligible for return if they are unopened, unused, and in their original packaging.
  • Opened coffee, consumables, or perishable goods cannot be returned unless faulty or supplied in error.

Reporting Issues

Customers must notify us of:

  • Damaged or faulty items within 48 hours of delivery
  • Incorrect items within 48 hours of delivery

Notifications received outside of this timeframe may not be accepted.

Condition of Returned Goods

Returned items must:

  • Be unopened and unused
  • Be in resaleable condition
  • Be returned in original packaging

We reserve the right to refuse returns that do not meet these criteria.

Refunds

  • Full refunds will be issued for approved returns.
  • Refunds will be processed to the original payment method.
  • Please allow 5–10 working days for refunds to be completed once the returned items have been received and inspected.

Refunds are issued for the value of the returned goods only. Original delivery charges are non-refundable unless the return is due to our error or a faulty product.

Cancellations & Amendments

  • Orders may only be cancelled or amended before dispatch.
  • Once an order has been dispatched, it cannot be cancelled.

Wholesale Terms

  • This site is intended for business-to-business (B2B) transactions only.
  • Wholesale customers do not have consumer cooling-off rights.
  • All orders are governed by UK law.

Contact Us

To report a delivery issue or request a return, please contact:

Orders@coffeewholesale.co.uk

Please include:

  • Order number
  • Delivery date
  • Description of the issue
  • Supporting photographs where applicable