Refund policy

Last updated: [02 December 2025]

 

At Mallards Coffee Company, our coffee is freshly roasted and packed to order to ensure maximum freshness. Because of this, our returns and refunds policy treats food safety and product quality as our highest priority while remaining fair and transparent for our customers.

 


1. Returning Coffee

Because roasted coffee is a fresh, perishable food product, we are unable to accept returns, refunds, or exchanges for:

  • Any roasted coffee (whole bean or ground) once dispatched

  • Coffee that has been opened or used

  • Coffee ground to order

If something appears wrong with your coffee on arrival (such as damaged packaging or spoiled goods), see Section 5 — Faulty or Damaged Items.

 


2. If You Made a Mistake with Your Coffee Order

If you selected the wrong grind size, entered the wrong address, or made an accidental purchase, please email us as soon as possible at mallardscoffeeco@gmail.com.

Our roasting partner often processes orders the same working day (Monday–Friday).

Therefore:

  • If your order has not yet been processed, we can correct or cancel it.

  • If it has already shipped, we cannot replace it for free.

  • Depending on the product, we may be able to offer a discounted replacement as a gesture of goodwill.

 


3. Cancelling Your Order

If you have changed your mind, please contact us immediately.

  • Orders can only be cancelled before roasting or dispatch.

  • Once processing begins, cancellation is no longer possible for coffee due to its made-to-order nature.

For non-food items (equipment, Moka pots, tote bags), your statutory rights still apply (see Section 3.1).

 


3.1 Your Right to Cancel Non-Food Items

For accessories such as Moka pots and tote bags:

  • You have 14 days from receiving the item to notify us of cancellation

  • You then have another 14 days to return the unused item

  • No reason is required for cancellation

  • Return postage is your responsibility unless the item is faulty

  • We will issue your refund within 14 days of receiving the returned goods


4. Returning Accessories (Non-Food Items)

 

To qualify for return:

  • The item must be unused, unopened, and in its original packaging

  • You must contact us within 14 days of receiving the product

  • Return shipping is the customer’s responsibility unless the item is faulty

  • A reasonable restocking fee may apply for non-faulty returns

We cannot accept returns of used accessories unless the item is faulty.

 


5. Faulty or Damaged Items

If your order arrives damaged, faulty, or incorrect, please email us within 48 hours of delivery with:

  • Your order number

  • A photo (for damage) or video (for a fault)

  • A brief description of the issue

We will review the issue and arrange a replacement or refund where appropriate.

This includes:

  • Damaged coffee bags on arrival

  • Incorrect items sent

  • Faulty Moka pots or accessories


6. Refunds

Once a return or refund is approved:

  • We can issue a full refund to the original payment method

  • Or issue a split refund (part to the original payment method, part as store credit)

Refunds are processed within 10 business days.
Your bank or payment provider may require additional time to complete the transaction.

If 15 business days have passed since your refund was approved and you have not received it, please contact us

.


6.1 Return Postage Fees

  • We do not refund return postage fees for non-faulty items

  • We do cover postage costs for items confirmed as faulty or damaged

 


7. Contact Us

For any returns, cancellations, or refund enquiries:

📧 mallardscoffeeco@gmail.com