Returns & Refunds Policy

We want you to be happy with every Surface Coffee order.

This policy explains how returns, refunds, replacements and order issues are handled for coffee, equipment, accessories, merchandise and other products purchased from Surface Coffee.

Nothing in this policy affects your statutory consumer rights.

1. Contacting Us About an Order

If there is a problem with your order, please contact us as soon as reasonably possible at:

Email: info@surfacecoffee.com

Please include your order number and a description of the issue. Where appropriate, we may also ask you to provide photographs so that we can investigate the problem.

2. Freshly Roasted Coffee & Other Consumable Products

Our coffee is freshly roasted and packed for our customers, and orders can therefore move into roasting, grinding, packing and fulfilment shortly after they are placed.

If you need to amend or cancel a coffee order, please contact us as soon as possible.

Once an order has entered roasting, grinding, packing or fulfilment, we may be unable to amend or stop the order before it is dispatched.

Different cancellation and return rights can apply to food, perishable goods and other consumable products. Where an applicable legal exception to the normal cancellation right applies, we may not be able to accept a change-of-mind return.

This does not affect your rights where coffee or another consumable product is faulty, damaged, incorrect or not as described.

3. Problems With Your Coffee

If you believe there is a problem with the coffee you have received, please contact us so that we can investigate.

This may include situations where:

• you have received the wrong coffee;
• the coffee or its packaging has arrived damaged;
• an item is missing from your order;
• the product is not as described; or
• you believe there is a quality or product fault.

Please provide your order number and details of the issue. We may ask for photographs of the product, packaging or delivery where this will help us investigate.

Where appropriate, we will offer a replacement, refund or other remedy in accordance with your statutory rights.

Please do not dispose of a product you believe to be faulty or damaged until we have responded, unless it would be unreasonable or unsafe to keep it.

4. Taste & Personal Preference

Coffee is a natural agricultural product and flavour can vary between origins, crops, lots and roast batches.

Tasting notes and flavour descriptions are intended as a guide rather than a guarantee that every customer will experience exactly the same flavours.

The flavour of coffee can also be affected by factors including brewing method, water, equipment, grind size, dose and extraction.

A coffee not being to your personal taste does not necessarily mean that the product is faulty.

However, if you believe there is a genuine quality problem with your coffee, please contact us and we will investigate.

5. Subscription Coffee Orders

The same principles apply to coffee supplied as part of a Surface Coffee subscription.

Subscription orders are generated automatically according to your selected subscription schedule.

Changes to an upcoming subscription order should therefore be made through your subscription portal before that order is processed.

Once a subscription order has been processed and entered roasting, grinding, packing or fulfilment, we may be unable to amend or stop that particular order.

Pausing, skipping, delaying, rescheduling or cancelling your subscription does not necessarily cancel an order that has already been processed.

Your subscription itself is also subject to our Subscription & Cancellation Policy, including the applicable three-delivery minimum commitment.

Nothing in this section affects any statutory rights you may have in relation to a particular order or product.

6. Non-Consumable Products

Different return rights apply to non-consumable products such as coffee equipment, brewing accessories, canisters and merchandise.

If you purchase a non-consumable product online and change your mind, you will normally have the right to tell us that you wish to cancel your purchase within 14 days of receiving the product, subject to any applicable legal exceptions.

After notifying us that you wish to cancel, you must normally return the product to us within a further 14 days.

To request a return, please contact:

info@surfacecoffee.com

Please include your order number and details of the item you wish to return.

7. Condition of Change-of-Mind Returns

You may inspect a product in the same way that you reasonably would if examining it in a shop.

If you handle a returned product more than is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.

Where possible, please return products with their original packaging, accessories, instructions and other items supplied with them.

The absence of original packaging does not automatically remove any statutory rights you may have.

8. Returning a Non-Faulty Product

Unless we agree otherwise, you are responsible for the cost of returning a non-faulty product where you are exercising your change-of-mind cancellation right.

Returns should be sent to:

Surface Coffee
Unit 14, Lanteague Studios
Scotland Rd
Zelah
Truro
TR4 9JG

Please include your order number and contact details with your return so that we can identify it.

We recommend using a tracked or otherwise appropriately insured delivery service and retaining proof of postage until your return has been processed.

You remain responsible for taking reasonable care of the product while it is in your possession and while arranging its return.

9. Faulty, Damaged or Incorrect Non-Consumable Products

If a product is faulty, damaged, not as described or you have received the wrong item, please contact us as soon as reasonably possible.

Please provide your order number and details of the problem. We may ask for photographs or other reasonable information to help us assess the issue.

Where goods do not meet the standards required by law, you may be entitled to a refund, repair, replacement or other remedy depending on the circumstances.

Where we are responsible for the return of faulty, damaged or incorrect goods, we will provide appropriate return instructions and will not require you to bear return costs that we are legally responsible for.

10. Refunds

Where a refund is due, it will normally be made to the original payment method used for the purchase.

For an eligible change-of-mind cancellation of an online purchase, we will refund the amount required by law, including the cost of our standard delivery option where applicable.

If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional delivery cost beyond the cost of the standard service.

For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that you have returned them, where permitted by law.

Refunds will be processed within the timescales required by applicable consumer law.

Once a refund has been issued by us, the time taken for the funds to appear in your account may depend on your bank or payment provider.

11. Exchanges

If you would like to exchange a non-consumable product, please contact us before returning it.

Exchanges are subject to product availability.

Where an exchange is not possible, we may instead process an appropriate refund and you may place a new order for the alternative product.

12. Gifts

Refunds will normally be made to the original payment method used to purchase the product.

If an item was purchased for you by someone else, we may need to communicate with the original purchaser or refund the original payment method.

13. Products Purchased Elsewhere

This policy applies to products purchased directly from Surface Coffee.

If you purchased a Surface Coffee product from another retailer, café, stockist or other third party, please contact the business from which you purchased the product in the first instance.

Your statutory rights against the retailer that sold you the product are not affected.

14. Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law.

Your legal rights may include remedies where goods are faulty, damaged, not as described or otherwise fail to meet the standards required by law.

These rights are separate from any additional returns, replacement or goodwill arrangements that Surface Coffee may choose to offer.

15. Contact Us

If you have a question about a return, refund, damaged order or product issue, please contact:

Surface Coffee
South Brent Coffee Roasters Ltd
Unit 14, Lanteague Studios
Scotland Rd
Zelah
Truro
TR4 9JG
Email: info@surfacecoffee.com

 

Last updated: September 2026