At RoastWise, we want every bag of coffee to arrive fresh and in perfect condition. Because coffee is a perishable food product, our returns policy works a little differently to non-food items — please read below before requesting a return, replacement or refund.
If your order arrives damaged, defective, incorrect, or different from what you ordered, we’ll make it right — whether that’s a replacement, a refund, or store credit.
Please contact us within 7 days of delivery at hello@roastwisecoffee.co.uk with:
For food-safety and quality-control reasons, opened or used coffee, tea, matcha and hot chocolate cannot be returned or exchanged, unless the item arrived damaged, defective, or incorrect.
We’re not able to offer refunds simply because a particular roast, blend, grind or flavour wasn’t to your taste — taste is personal, and we always recommend checking the tasting notes and “Know More” section on each product page before ordering. If you’re ever unsure which coffee to pick, get in touch — we’re always happy to help you choose.
If you’ve changed your mind about an unopened item, you may be entitled to return it within 14 days of delivery under the UK Consumer Contracts Regulations. The item must be unopened, in its original packaging, and in resaleable condition.
If an issue arises with a recurring subscription delivery, the same guarantee applies — contact us within 7 days of delivery and we’ll resolve it. To pause, skip, swap or cancel an upcoming delivery (rather than return a received one), manage this directly from My Account → Subscriptions, or see our Subscription FAQs.
Step 1 — Contact Us Email hello@roastwisecoffee.co.uk with your order number and a description of the issue.
Step 2 — We’ll Review We’ll get back to you within 1–2 working days with next steps.
Step 3 — Resolution Depending on the issue, we’ll arrange a replacement, refund, or store credit.
Questions about a return or refund? Reach out to our team — we’re here to help. Contact Us →
