Refund policy

Refund & Returns Policy — Good Vibes Coffee

Last updated: 01/08/2026

This policy explains your rights when you buy from Good Vibes Coffee (goodvibescoffee.co.uk), and applies to online retail orders, subscriptions, wholesale orders, and purchases from our mobile coffee van, Rochelle. It's written to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy affects your statutory rights as a consumer.

1. Online & Subscription Orders (Consumers)

Your right to cancel (14-day cooling-off period)

Under the Consumer Contracts Regulations 2013, when you buy online you normally have 14 days from the day you (or someone you nominate) receives the goods to change your mind and cancel your order for a full refund.

However, this right does not apply to our coffee once it has been dispatched. Roasted coffee is a perishable, sealed food product that deteriorates rapidly once opened and is unsuitable for return for hygiene and food safety reasons. Under the Regulations, sealed goods that are not suitable for return due to health or hygiene reasons, and goods liable to deteriorate rapidly, are excluded from the standard cancellation right once unsealed or despatched.

In practice, this means:

  • If you cancel before your order has been despatched, you'll receive a full refund.
  • If your order has already been despatched or delivered, we're unable to offer a change-of-mind refund on the coffee itself, in line with the exemption above.
  • This exclusion does not apply to any non-perishable items you buy from us (e.g. branded mugs, brewing equipment, merchandise) — for these, the standard 14-day cancellation right applies, provided the item is returned unused and in its original condition.

Subscriptions

You can cancel, pause, or skip your coffee subscription at any time via your account or by contacting us — this takes effect from your next scheduled order and does not incur a cancellation fee. Coffee already despatched under a subscription is treated the same as a one-off order above.

2. Faulty, Damaged, or Incorrect Items

Your statutory rights under the Consumer Rights Act 2015 always apply, regardless of the exclusions above. If your order arrives:

  • Faulty or of unsatisfactory quality
  • Damaged in transit
  • Not as described (e.g. wrong grind, wrong origin, incorrect item)
  • Past its best-before date on arrival

you are entitled to a replacement or a refund, and this is unaffected by the perishable-goods exclusion above — that exclusion only covers changes of mind, not faulty goods.

What to do: contact us within a reasonable time (ideally within 30 days of receipt) at [insert contact email], with your order number and a photo of the issue where possible. We'll sort out a replacement or refund promptly — you shouldn't be left out of pocket for our error.

Refunds for faulty or incorrect items are issued to your original payment method, normally within 14 days of us agreeing the refund, and we'll also cover reasonable return postage in these cases.

3. How Refunds Are Processed

  • Refunds are made to the original payment method used at checkout.
  • Where a refund is due, it will be processed within 14 days of us confirming the refund is owed (or receiving the returned item, for non-perishable goods).
  • Original standard delivery charges are refunded in full where the cancellation right applies or the item was faulty; charges for expedited/premium delivery are refunded only up to the cost of our standard delivery option, in line with the Regulations.

4. Wholesale Orders

Wholesale orders are business-to-business transactions and are not covered by consumer protection regulations (the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 apply to consumers, not businesses buying for resale or business use).

Wholesale terms are instead governed by the individual agreement or order confirmation issued at the time of sale. In general:

  • Claims for damaged, faulty, or incorrect wholesale orders must be raised within [insert number, e.g. 48 hours] of delivery, with photographic evidence where applicable.
  • Wholesale orders are made to order and are non-returnable once accepted, except where goods are faulty or do not match the agreed specification.
  • Any bespoke terms agreed directly with a wholesale customer take precedence over this general policy.

5. Mobile Coffee Van (Rochelle) & Events

Drinks and food served at events or from the van are prepared fresh to order. As such:

  • We're unable to offer refunds once a drink or item has been made and served, except where there's a genuine quality issue (e.g. the order was made incorrectly) — please flag this to the barista on the day so we can put it right immediately.
  • For event bookings and deposits, cancellation and refund terms are as set out in your individual event booking agreement.

6. Contact Us

If you have any questions about this policy or need to raise a return, refund, or complaint, please get in touch:

Email: hello@goodvibescoffee.co.uk Post: 25 Robin Close, Stowmarket, Suffolk, IP14 5NG

We aim to respond to all queries within [insert timeframe, e.g. 2 working days].

This policy is provided for general guidance and reflects UK consumer law as of 2026. It does not constitute legal advice. Good Vibes Coffee recommends reviewing this policy periodically to ensure it remains accurate and up to date.