Returns information


Any consumable item (food or drink product or accessory) that has been opened or is in used condition will not be accepted for refund or exchange.

Should you wish to return goods which have been ordered incorrectly or otherwise classed as non-faulty, we will accept return requests up to 14 days after you have received the goods (for reference received time for the goods starts from the date you have signed for the goods signature from courier service is recorded for reference).

Returned goods must be UNUSED, unopened and in the same condition in which they were delivered. We reserve the right to charge a 15% fee for returning and refunding the money and there will be a Re-Stocking & Handling fee of up to £15 on the product.

We reserve the right not to refund items that are returned in unusable or unsellable condition.

PLEASE NOTE: The cost and responsibility of returning non faulty or unwanted goods will be the responsibility of the customer. We will only issue any agreed refund once the returned goods are received and examined by us and we have agreed that the goods and packaging are in a satisfactory re-sellable condition and have not been used.

Whilst we will make every attempt to remedy this type of situation, we must emphasise it is everyone’s interest to ensure the correct items are being ordered and are suited for your particular requirements.


If packaging appears to be damaged on receipt, this must be noted with the courier during delivery and notified to The Heavenly Coffee Company LTD without delay.

The Heavenly Coffee Company LTD will replace any damaged items as necessary after discussion and confirmation.

When goods are signed for by the purchaser or appointed receiver, the customer inherits the risk for the products once they have been delivered to the delivery address which was specified when the order was placed.

The Heavenly Coffee Company LTD accepts no liability for non-delivery, late delivery or the cost of resending goods that have been delivered correctly to an incorrectly specified delivery address or where you fail to collect the products from the delivery address which you specified.


You may cancel your order up until the point prior to the order being dispatched. This will depend on the time of day the order was placed. A typical cut off point would be by 12.00 hrs on the day of order. It is in your interests to contact The Heavenly Coffee Company LTD as soon as you know the order is to be cancelled.
If an order is cancelled before dispatch, any payments (including delivery charges) made by you will be refunded in full.

If the order is cancelled after the goods have been dispatched it will be dealt with as a ‘return’. And you will be fully liable under the returns policy stated above.


For payments made by Debit or Credit card, refunds are automatically made directly back to the payment method used. For payments made through PayPal, refunds must be requested via PayPal. In other cases a credit will be posted against your account (where applicable).

Orders paid for by cheque or cash will be refunded by Company cheque unless otherwise stated.

Please note there is a 15% handling charge on all returns and refunds (excepting faulty or damaged goods) as stated in the returns section above.