Help & information
Returns & Refunds
Last updated: November 2026
We want you to love every cup. If something isn't right, here's how returns work — and none of this affects your statutory rights.
14-Day Right to Cancel
From the day after your order is delivered.
Returnable
Coffee and supplements with the seal intact; accessories for any reason (we may reduce the refund if they've been used beyond checking them).
Non-Returnable
Food and supplement products once the seal is broken — unless faulty.
Changed your mind?
Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days, starting the day after you receive it. Once you've told us, you then have a further 14 days to send the items back.
For health protection and hygiene reasons, food and supplement products — including all our coffee — can only be returned if they are unopened with the seal intact. Brewing accessories can be returned for any reason within the cancellation period. Please handle them only as you would in a shop; if an item has been used beyond that, we may reduce your refund to reflect any loss in value.
How to start a return
Email support@jwcoffee.co.uk with your order number and the items you'd like to return. You can find your order number in My Orders.
We'll reply within one working day with the returns address and any instructions.
Pack the items securely and send them back using a tracked service, keeping your proof of postage.
If you're returning something because you've changed your mind, the cost of return postage is yours. If it's faulty, damaged or we sent the wrong item, we cover it.
Refunds
We refund you within 14 days of receiving your return (or proof that you've sent it back, if that comes first). Refunds go back to the card or payment method you used to pay — if you paid with Apple Pay or Google Pay, that's the card linked to it. Card refunds usually appear on your statement within 5–10 working days, depending on your bank. Delivery is always free, so there's no delivery charge to refund.
Faulty, damaged or wrong item
Under the Consumer Rights Act 2015, everything we sell must be as described, of satisfactory quality and fit for purpose. If your order arrives damaged, faulty or isn't what you ordered, let us know as soon as you can — a photo of the item and its packaging helps us sort it out quickly — and we'll replace it or give you a full refund, opened or not.
If you reject a faulty item within 30 days of delivery, you're entitled to a full refund.
Need help?
Reach us at support@jwcoffee.co.uk or call 020 7946 0000.