Returns / Refunds Policy

Last updated: 2 June 2026

At ESPRĒN we roast every coffee in small batches and ship within 48 hours of roasting. We want every cup you brew from our beans to be exceptional — and we want the rest of your experience with us (ordering, shipping, support) to feel the same way. The below sets out what to expect on delivery, returns, refunds, and our process when something goes wrong.

1. Coffee returns

Coffee is a perishable food product. Once a bag has been dispatched, we cannot accept it back — UK consumer law specifically exempts perishable goods and sealed food items opened after delivery from the standard 14-day right of return under the Consumer Contracts Regulations 2013.

If there are any problems with your order, please email us at espren.uk@gmail.com with your order number and we’ll do our best to resolve the issue.

2. Equipment & accessories returns

For non-perishable items — brewers, grinders, scales, filter papers (unopened), and other accessories — you have 30 days from the date of delivery to return them, provided that:

  • The item is unused and in fully resaleable condition
  • All original packaging, accessories, and documentation are included
  • There is no damage to the item or its packaging

You are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot accept responsibility for items lost in return transit.

If a returned item arrives in a condition we cannot resell, we will return it to you at your expense and no refund will be issued.

To start a return, email espren.uk@gmail.com with your order number. Returns should be sent to: ESPRĒN LTD, 66 Paul Street, London EC2A 4NA.

3. Faulty, damaged, or not-as-described items

Under the Consumer Rights Act 2015, goods sold in the UK must be of satisfactory quality, fit for purpose, and as described.

If an item arrives damaged or develops a fault, please contact us within 14 days of delivery. To process your claim, you will need to provide clear proof of purchase (your order confirmation or receipt) and a clear photograph of the damage or fault. We will review each claim on a case-by-case basis.

4. Manufacturer warranties

Most coffee equipment we sell — espresso machines, grinders, kettles — is covered by a manufacturer’s warranty, typically 12 months from purchase. If a machine develops a fault during the warranty period, we will handle the warranty claim on your behalf with the manufacturer or supplier.

Email us at espren.uk@gmail.com with your order number, the issue, and (where possible) a short video showing the fault. We aim to respond within one working day.

5. Subscriptions

Subscriptions are billed and shipped on the schedule you choose at sign-up. You can pause, skip, or cancel your subscription at any time from your account dashboard — there is no minimum term and no cancellation fee.

If you cancel after a billing cycle has begun but before the coffee has been dispatched, contact us and we will cancel the upcoming order and refund you. Once a subscription bag has been roasted and dispatched, the coffee return policy in section 1 applies.

6. Cancelling an order

If you need to cancel an order, please email us at espren.uk@gmail.com as soon as possible. Cancellations are only possible before your order has been roasted and dispatched. Once the order has been roasted and dispatched, it cannot be cancelled — please see sections 1 and 2 for the relevant return options.

Approved cancellations are refunded in full to your original payment method, typically within 3–5 working days.

7. Shipping

We currently ship within the United Kingdom only.

Standard rates and approximate delivery times:

  • Standard tracked (Royal Mail Tracked 48): £4.99 — 2–3 working days
  • Express (Royal Mail Tracked 24): £6.99 — 1–2 working days
  • Free standard shipping on orders over £50

Orders placed before 11am on a roast day (Monday, Tuesday, Thursday) are typically dispatched the same day. Orders placed after 11am, or on a non-roast day, are dispatched on the next available roast day.

All orders ship from our roastery in Bath.

Tracking

As soon as your order is dispatched, you will receive a confirmation email with a tracking link. If your tracking shows no movement for more than 5 working days after dispatch, please contact us and we will investigate with the carrier.

Lost or stuck packages

If a tracked package is confirmed lost in transit, we will either re-send your order at no cost or issue a full refund — whichever you prefer. A package is generally considered lost if it has not moved for 10 working days from dispatch.

8. How refunds are processed

Approved refunds are issued to the original payment method used at checkout. Refunds typically take 3–10 working days to appear in your account, depending on your bank or card issuer.

Where a return is required before a refund is issued, the refund is processed once we receive and inspect the returned item — usually within 3 working days of receipt.

9. Contact us

For anything related to an order, return, or refund:

ESPRĒN LTD
Company number 17142221, registered in England and Wales
Registered office: 66 Paul Street, London EC2A 4NA