Refund Policy

Last updated: 6 May 2026

Our Commitment

At Grass & Roots Blends Ltd, we want you to be completely happy with your coffee. If something isn't right with your order, we'll do everything we can to put it right.

1. Your Statutory Rights

Under the Consumer Rights Act 2015, all products must be of satisfactory quality, fit for purpose, and as described. If your order does not meet these standards, you are entitled to a remedy: either a repair, replacement, or refund.

2. Returns and Refunds

Faulty, damaged, or incorrect items

If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact us within 30 days of receiving your order at hello@grassandroots.coffee with:

  • Your order number

  • A description of the problem

  • A photograph of the item if relevant

We will arrange for a replacement to be sent or issue a full refund, including any delivery charges. You will not be required to return faulty or incorrect items unless we specifically request this.

Change of mind returns

If you have changed your mind about a purchase, you may return unopened and unused items within 14 calendar days of receiving your order, in line with your rights under the Consumer Contracts Regulations 2013.

To initiate a return:

  • Contact us at hello@grassandroots.coffee within 14 days of delivery to notify us of your wish to return.

  • Return the item(s) in their original, sealed condition within 14 days of notifying us.

  • You are responsible for the cost of return postage unless the item is faulty.

Once we receive your returned item(s) and confirm they are in original condition, we will issue a refund to your original payment method within 14 days.

Perishable and opened goods

Please note that we are unable to accept returns of coffee that has been opened, as it is a consumable product. If you are dissatisfied with a product's taste or quality, please contact us and we will consider each case individually.

3. Refund Process

Refunds will be issued to the original payment method used at the time of purchase. Please allow up to 5–10 business days for the refund to appear in your account, depending on your bank or card issuer.

We will refund the full purchase price of the item(s). Original delivery charges are only refunded where the entire order is returned due to a fault or error on our part.

4. Non-Returnable Items

The following cannot be returned or refunded, except where faulty:

  • Opened or used coffee products

  • Items returned after the 14-day return window without prior agreement

  • Items that show signs of use, damage, or are not in their original condition

5. How to Contact Us

To request a refund, return, or report a problem with your order, please contact us:

We aim to respond to all enquiries within 2 business days.