Terms & Conditions

These Terms & Conditions apply to your use of the Surface Coffee website and to purchases made from us, including one-off purchases and recurring subscriptions.

Please read these Terms carefully before placing an order. By placing an order with Surface Coffee, you agree to these Terms and any policies referred to within them.

1. About Us

Surface Coffee is operated by:

SOUTH BRENT COFFEE ROASTERS LTD
REGISTERED ADDRESS: 5 Godalming Business Centre, Woolsack Way, Godalming, Surrey, United Kingdom, GU7 1XW
TRADING ADDRESS: SURFACE COFFEE, Unit 14, Lanteague Studios, Scotland Rd, Zelah, Truro TR4 9JG
Company Number: 16047496
VAT Number: 516122919

Throughout these Terms, “Surface Coffee”, “we”, “us” and “our” refer to the business identified above.

If you need to contact us regarding an order, subscription or these Terms, please email:

info@surfacecoffee.com

2. Other Policies

These Terms should be read alongside our:

• Subscription & Cancellation Policy
• Refund & Returns Policy
• Shipping Policy
• Privacy Policy

Where you purchase a subscription, our Subscription & Cancellation Policy forms part of your agreement with us.

3. Using Our Online Store

You must be at least 18 years old and legally capable of entering into a contract to place an order with us.

You agree that the information you provide when placing an order or creating an account is accurate, complete and current.

You are responsible for keeping your account details up to date, including your email address, delivery address and payment information.

You must not use our website or services for any unlawful or unauthorised purpose, attempt to interfere with the operation or security of the website, or introduce viruses, malicious code or other harmful material.

Our online store is hosted by Shopify, which provides the ecommerce platform through which we sell our products and services.

4. Our Products

We make every reasonable effort to display and describe our products accurately.

However, coffee is a natural agricultural product and variations can occur between crops, lots and roast batches.

Information such as tasting notes, flavour descriptions and brewing recommendations is provided as a guide. The flavour you experience may vary depending on factors including your brewing method, equipment, water, grind size and personal taste.

Product photographs are illustrative. Packaging, labels and presentation may occasionally vary from the images displayed on our website without affecting the nature or quality of the product.

We may change, discontinue or replace products from time to time.

5. Placing an Order

When you place an order through our website, you are making an offer to purchase the products in your basket.

You will receive an order confirmation by email after placing your order.

We reserve the right not to accept an order. This may occur where, for example:

• a product is unavailable;
• we are unable to authorise your payment;
• there is an error in the price or product description;
• we are unable to deliver to your address;
• we reasonably suspect fraud or misuse; or
• circumstances outside our reasonable control prevent us from fulfilling the order.

If we are unable to fulfil an order after payment has been taken, we will contact you and arrange an appropriate refund.

6. Prices & Payment

All prices displayed on our website are in pounds sterling (£) and include VAT where applicable, unless stated otherwise.

Any applicable delivery charges will be displayed before you complete checkout.

We take reasonable care to ensure prices are correct. If we discover an obvious pricing error after you place an order, we will contact you before fulfilling the order.

Payment must be made using one of the payment methods available at checkout.

By providing payment details, you confirm that you are authorised to use that payment method.

For subscriptions, you authorise us and our payment providers to securely store the relevant payment information and charge your chosen payment method for recurring orders in accordance with your subscription.

7. Freshly Roasted Coffee

Our coffee is freshly roasted and packed for our customers.

Because we work with freshly roasted coffee and aim to fulfil orders promptly, orders can move into roasting, packing and fulfilment quickly after they are placed or generated.

If you need to amend an order, please contact us as soon as possible. Once coffee has been roasted, ground, packed or an order has otherwise entered fulfilment, we may be unable to make changes to that order.

The same applies to recurring subscription orders. Changes to an upcoming subscription should therefore be made through your subscription portal before that order is processed.

Nothing in this section affects any statutory rights you may have, including your rights where goods are faulty, damaged, not as described or where you otherwise have a legal right to cancel.

8. Coffee Subscriptions

8.1 How Subscriptions Work

Some Surface Coffee products are available as recurring subscriptions.

When you start a subscription, you will receive repeat deliveries at the frequency selected when you subscribe.

Your chosen payment method will be charged automatically for each scheduled subscription order.

The product, price, delivery frequency and any applicable minimum commitment will be displayed before you complete your subscription purchase.

8.2 Three-Delivery Minimum Commitment

All recurring Surface Coffee subscriptions are subject to a minimum commitment of 3 deliveries, unless expressly stated otherwise at the time of purchase.

By starting a subscription, you agree to purchase and pay for a minimum of three subscription deliveries.

You can still use the flexibility available within your subscription to change the timing of those deliveries, including pausing, skipping, delaying or rescheduling orders in accordance with our Subscription & Cancellation Policy.

Using these options changes when your deliveries take place. It does not reduce the minimum number of deliveries you have committed to purchasing.

If you request cancellation before your third delivery has been completed, you may give notice that you wish to cancel, but the cancellation will take effect once your minimum commitment of three deliveries has been fulfilled.

After your third delivery, your subscription will continue on a rolling basis and may be cancelled at any time.

There is no cancellation fee once the three-delivery minimum commitment has been completed.

Your statutory consumer rights are not affected by the minimum commitment.

8.3 Managing Your Subscription

Subscriptions can be managed through your subscription portal.

Depending on the options available for your subscription, you may be able to:

• Add additional promotional codes;
• change your delivery schedule;
• pause your subscription;
• skip upcoming deliveries;
• delay an upcoming delivery;
• reschedule an upcoming delivery;
• update your delivery address;
• update your payment information; and
• cancel your subscription once your minimum commitment has been fulfilled.

Limits apply to some of these options. Full details are set out in our Subscription & Cancellation Policy and displayed within your subscription portal.

Any pause, skip, delay or reschedule does not count as one of your three committed deliveries unless an order is actually processed and paid for.

8.4 Subscription Payments

Payment will be taken automatically using your stored payment method when each subscription order is generated.

If a payment fails, our subscription or payment provider may attempt to process the payment again.

We may delay fulfilment of the relevant order until payment has been successfully received.

If payment continues to fail, we may contact you and may pause or cancel the subscription.

8.5 Changes to Subscription Products

You may be able to change certain aspects of your subscription through your subscription portal, subject to the options available.

Where a particular coffee becomes unavailable, for example because a seasonal coffee has reached the end of its availability, we may contact you about an appropriate alternative.

We will not make a material change to what you have agreed to purchase without giving you appropriate information and, where required, obtaining your agreement.

8.6 Subscription Price Changes

If we change the price of an ongoing subscription, we will give you appropriate notice before the new price takes effect.

Where required, you will be given the opportunity to cancel before the new price applies.

Any price change will not affect orders that have already been processed.

9. Lifetime Canister Subscriptions

Some Surface Coffee subscriptions operate using our Lifetime Canister refill system.

Where this applies, your first qualifying subscription delivery will include a reusable Surface Coffee canister.

The canister is intended to be kept and reused for future deliveries.

Following your initial canister delivery, subsequent subscription orders will normally be supplied in our refill packaging for you to decant into your canister.

The exact design, material or format of our refill packaging may change as we continue to develop and improve our packaging and sustainability practices.

What “Lifetime Canister” Means

“Lifetime Canister” describes our reusable canister system and the intention that your canister is retained and reused rather than receiving new permanent packaging with every delivery.

Unless expressly stated as part of a separate guarantee, “Lifetime Canister” does not mean that the physical canister is guaranteed indefinitely against loss, accidental damage, misuse or ordinary wear and tear.

Any replacement programme or guarantee offered in relation to a Lifetime Canister will be subject to the terms stated alongside that programme.

10. Cancelling a Subscription

Once you have completed your minimum commitment of three deliveries, you may cancel your subscription at any time through your subscription portal.

You may also request cancellation before your third delivery. In this situation, unless you are exercising a statutory right to end the contract, your cancellation will take effect once all three committed deliveries have been completed.

Cancelling a subscription does not necessarily cancel an order that has already been processed.

If an order has already entered fulfilment before your cancellation takes effect, it may still be charged, roasted, packed and dispatched.

Further information about cancellation and managing your subscription is contained in our Subscription & Cancellation Policy.

11. Delivery

We will deliver products to the delivery address provided when your order is placed.

For subscriptions, it is your responsibility to ensure your delivery address is up to date before an upcoming order is processed.

Available delivery methods, estimated delivery times and charges are displayed during checkout and explained further in our Shipping Policy.

Delivery times are estimates unless we expressly agree otherwise.

Occasionally, deliveries may be affected by circumstances outside our reasonable control, including courier disruption, severe weather, transport disruption or other unexpected events.

If there is a significant problem with your delivery, please contact us and we will take reasonable steps to resolve it.

12. Incorrect Delivery Information

Please check your delivery address carefully before placing an order.

If you notice an error, contact us as soon as possible.

Once an order has entered fulfilment or been handed to a delivery provider, we may be unable to change its destination.

Where an order cannot be delivered because the address supplied by you was incorrect or incomplete, additional delivery charges may apply if you ask us to resend it.

This does not apply where the delivery problem was caused by us or our delivery provider.

13. Risk & Ownership

You are responsible for the products once they have been delivered to you, left in a location you have agreed with the delivery provider, or received by a person you have identified to receive them on your behalf, as applicable under consumer law.

Ownership of the products passes to you once we have received payment in full and the products have been delivered.

14. Damaged, Faulty or Incorrect Products

We want every Surface Coffee order to arrive as it should.

If your order arrives damaged, you receive the wrong product, an item is missing, or you believe a product is faulty or not as described, please contact us as soon as reasonably possible.

Please include your order number and details of the issue. We may ask you to provide photographs or other reasonable information to help us investigate.

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.

Nothing in these Terms limits your statutory consumer rights.

15. Returns & Refunds

Your right to return an item depends on the type of product purchased and the circumstances of the return.

Different rules may apply to freshly roasted or other consumable products and to non-consumable goods such as coffee equipment, brewing accessories and merchandise.

Our Refund & Returns Policy explains the applicable process and should be read alongside these Terms.

Nothing in our Refund & Returns Policy or these Terms removes or restricts rights you have under UK consumer law.

16. Coffee Equipment, Accessories & Other Goods

We may sell coffee equipment, brewing accessories, canisters, merchandise and other non-consumable products alongside coffee.

These products may have different return and cancellation rights from consumable products.

Where a manufacturer provides a warranty, details may be included with the product or made available on request. A manufacturer's warranty is additional to, and does not replace, your statutory consumer rights.

17. Discounts & Promotional Offers

From time to time, we may offer discount codes, introductory offers, referral promotions or other special offers.

Unless the specific promotion states otherwise:

• promotional codes cannot be exchanged for cash;
• promotions are subject to availability;
• a promotion may be restricted to particular products or customers;
• promotional codes may not be combined with other offers;
• a discount may not apply to subscriptions;
• a subscription discount may apply only to specified subscription orders; and
• discounts cannot normally be applied retrospectively after an order has been placed.

Specific promotional terms displayed alongside an offer will form part of that promotion.

We may refuse or withdraw a promotional benefit where we reasonably believe the promotion has been used fraudulently, abusively or contrary to its stated terms.

18. Gift Cards

Where gift cards are available, any specific conditions, validity period or restrictions will be displayed when the gift card is purchased.

Gift cards cannot be exchanged for cash except where required by law.

19. Website Information

We make reasonable efforts to ensure information on our website is accurate and current.

Occasionally, information may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, availability or other matters.

Where an error affects an order you have placed, we will contact you where appropriate and explain your options.

We may update website content from time to time.

20. Third-Party Services

Our website may use services provided by third parties, including ecommerce, subscription, payment, delivery, analytics and other technology providers.

Your use of some third-party services may also be subject to the relevant provider's terms or privacy practices.

Links to third-party websites are provided for convenience. We are not responsible for the content of websites that we do not operate.

21. Intellectual Property

The Surface Coffee name, branding, logos, product designs, photographs, graphics, written content, website materials and other intellectual property displayed on our website belong to us or are used by us with permission.

You may access and use our website for your own personal, non-commercial purposes.

You must not reproduce, copy, distribute, sell or commercially exploit our content or branding without our prior permission, except where permitted by law.

22. Our Responsibility to You

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that result from circumstances for which we are not legally responsible.

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• your statutory rights in relation to goods.

Products purchased through our consumer website are intended primarily for personal use unless otherwise agreed.

If you purchase products wholly or mainly for business purposes, different terms may apply.

23. Events Outside Our Reasonable Control

We will not be responsible for a delay or failure to perform an obligation where the delay or failure is caused by circumstances outside our reasonable control.

Examples may include severe weather, natural disasters, strikes, transport disruption, interruption to utilities or communications networks, courier disruption or governmental action.

If such an event materially affects an order, we will take reasonable steps to minimise the impact and keep you informed where appropriate.

Nothing in this section affects rights you have under applicable consumer law.

24. Privacy

We handle personal information in accordance with our Privacy Policy.

Our Privacy Policy explains what information we collect, why we collect it, how it is used and your rights in relation to your personal information.

25. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, website, products, services or applicable law.

The Terms that apply to an individual order will generally be those in effect when that order is placed.

If we make a change that materially affects an existing subscription, we will provide appropriate notice and any rights required by law.

The latest version of these Terms will be available on our website.

26. If Part of These Terms Is Invalid

Each section of these Terms operates separately.

If a court or other competent authority determines that any provision is unlawful or unenforceable, the remaining provisions will continue to apply.

27. If We Delay Enforcing These Terms

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

28. Governing Law

These Terms are governed by the laws of England and Wales.

If you live elsewhere in the United Kingdom, you may also have rights to bring proceedings in the courts applicable where you live.

Nothing in these Terms affects any mandatory rights available to you under applicable consumer law.

29. Complaints & Contact

If you have a question, complaint or concern about an order, subscription or these Terms, please contact us.

Surface Coffee
SURFACE COFFEE, Unit 14, Lanteague Studios, Scotland Rd, Zelah, Truro TR4 9JG
info@surfacecoffee.com

We will aim to resolve complaints fairly and within a reasonable period.

 

Last updated: September 2026