Returns & Refunds Policy
We want the coffee to be memorable for the right reasons. If something arrives damaged, incorrect or not as described, tell us and we will put it right.
Nothing in this policy affects your statutory consumer rights.
01Coffee
If you change your mind about an unopened bag of coffee purchased online, contact us within 14 days of delivery.
Because coffee is a food product, we cannot accept a change-of-mind return once the sealed packaging has been opened.
If the coffee is faulty, unsafe, damaged or not as described, different rules apply and your statutory rights remain unaffected.
02Non-perishable goods
For eligible non-perishable products purchased online, you may tell us within 14 days of delivery that you wish to cancel.
You then normally have a further 14 days to return the item.
You may inspect the product as you reasonably would in a shop. If it has been handled beyond what is necessary to establish its nature, characteristics and function, we may make a lawful deduction for any reduction in value.
If ESPRĒN offers a longer voluntary returns period for a particular product, this will be stated on the relevant product page.
03Faulty, damaged or incorrect goods
Goods sold in the UK must meet the standards required by the Consumer Rights Act 2015.
If your order arrives damaged, faulty or materially different from what you ordered, email hello@espren.co.uk with your order number and a description of the problem. Photographs are helpful where relevant.
Depending on the circumstances, you may be entitled to a refund, repair or replacement.
04Subscriptions
Subscriptions renew according to the schedule selected when you subscribe.
You may cancel or make available changes before your next renewal through your subscription account, or contact us if you need help.
If an order has already entered fulfilment when you contact us, we will tell you what options remain available.
05Cancelling an order before dispatch
If you need to change or cancel an order, contact us as quickly as possible.
If fulfilment has not begun, we will normally be able to cancel it and refund the payment to the original payment method.
06Shipping
Our speciality coffees are freshly roasted in small batches. Please allow approximately 5–7 working days from placing your order for roasting, preparation and dispatch. Delivery time is additional and depends on the selected delivery service.
Available delivery services, current prices and estimated delivery times are shown at checkout.
Once your order has been dispatched, you will receive tracking information where the selected service provides it.
If the tracking has stopped moving or your parcel has not arrived within the expected timeframe, contact us and we will investigate it with the carrier.
07Refunds
Approved refunds are returned to the original payment method.
Bank and card-processing times vary, so the refund may take several working days to appear after we issue it.
08Starting a return
Contact hello@espren.co.uk before sending anything back.
We will confirm whether a return is required and provide the correct return address.
For change-of-mind returns, customers are responsible for the cost of return postage. If an item is faulty, damaged or incorrect, ESPRĒN will cover reasonable return postage costs where a return is necessary.