Refunds & Returns

Changed your mind

You have 14 days from the day you receive your coffee to cancel your order. This applies to sealed, unopened bags only. Coffee is a foodstuff in sealed packaging, so once a bag is opened it cannot be returned for hygiene reasons.

To cancel, email contact@custoscoffee.co.uk with your order number within 14 days of delivery. Then post the unopened coffee back to us within 14 days of your email, at:

Custos Coffee, BULGARIAN WOMEN IN BUSINESS LTD, 21 St Peters Road, Old Woking, Surrey, GU22 9JG.

You pay the return postage. We recommend a tracked service, because the goods remain your responsibility until they reach us. We refund the coffee price plus the standard outbound delivery charge within 14 days of receiving the return, to your original payment method.

Faulty or wrong items

If your coffee arrives damaged, is not what you ordered, or is not as described, we will put it right at no cost to you. Within 30 days of delivery you are entitled to a full refund, whether or not the bag is opened. After 30 days you are entitled to a replacement. Email contact@custoscoffee.co.uk with your order number and a photo of the issue and we will respond with return instructions and a prepaid solution where appropriate.

Subscriptions

The Reserve runs for the term you select — three or six months — and then continues on a rolling monthly basis until you pause or cancel it. After the minimum term you can pause or cancel at any time from your account or by email, and cancellation stops the next billing cycle. Bags already paid for will still ship and are covered by the same 14 day and faulty goods rules above. The simple Subscribe and Save option on a single coffee can be cancelled at any time. You also have the legal right to cancel the subscription contract within 14 days of receiving your first delivery.

Questions

Email contact@custoscoffee.co.uk. We aim to reply within two working days.