Refunds & Returns

Last updated: May 2026

Why we can't accept change-of-mind returns

Every bag of Blend #1 is roasted to order specifically for you. From the moment the beans go into the roaster, the clock starts on freshness — roasted coffee is at its best within the first few weeks and degrades meaningfully after that. Because of this, roasted coffee is classified as a perishable good under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28), which explicitly exempts goods liable to deteriorate or expire rapidly from the standard 14-day right to cancel.

This means we are not legally required to accept returns simply because you changed your mind, ordered the wrong grind, or decided you don't want the coffee. We ask that you choose carefully before ordering.

What we will always refund or replace

Your statutory rights under the Consumer Rights Act 2015 are unaffected. Goods must be as described, of satisfactory quality, and fit for purpose. If any of the following apply, contact us within 14 days of receiving your order and we will offer a full refund or replacement at no cost to you:

• Damaged in transit — the bag arrived crushed, punctured, or the seal was broken before you opened it.
• Incorrect item — you received the wrong size or grind type.
• Not as described — the product materially differs from what was shown on the product page.
• Quality issue — the coffee is stale, off, or otherwise not of satisfactory quality on arrival. We roast to order and ship within 48 hours, so this should be rare — but if it happens, we want to know.
• Order never arrived — your parcel is confirmed lost by the carrier.

Where possible, please include a photo of the issue when you contact us. It helps us resolve things faster and improve our process.

What we cannot refund

• Change of mind— you decided you don't want the coffee after it has been roasted and dispatched.
• Wrong grind selected— please double-check your grind type before ordering. If you're unsure which grind suits your equipment, email us before you order and we'll advise.
• Taste preference— coffee is subjective. If Blend #1 isn't to your taste, we're sorry it didn't land — but we can't accept returns on this basis. That said, if you're unhappy, drop us a line. We'd rather have a conversation than lose a customer.
• Delayed delivery— once dispatched, delivery is handled by our carrier. We are not responsible for delays caused by the carrier, adverse weather, or circumstances outside our control. However, if your order is significantly delayed and the coffee arrives in poor condition as a result, contact us and we'll assess on a case-by-case basis.
• Incorrect delivery address — if you provided the wrong address at checkout and the parcel cannot be recovered, we are unable to offer a refund or replacement.

Cancellations before dispatch

We roast on Mondays and Thursdays and dispatch within 48 hours of roasting. If you need to cancel, contact us at brew@beanbard.com as soon as possible. If your order has not yet been roasted, we will cancel it and issue a full refund. Once roasted, we are unable to cancel.

How refunds are processed

Approved refunds are returned to your original payment method within 5–10 business days, depending on your bank or card provider. We will confirm by email when the refund has been issued.

How to contact us

Email brew@beanbard.com with your order number and a description of the issue. We aim to respond within one business day.

This policy does not affect your statutory rights. For independent advice, visit Citizens Advice or gov.uk/consumer-protection-rights.