Cancellation policy
Last updated: 2 December 2025
At Mallards Coffee Company, many of our products, especially freshly roasted coffee, are prepared to order. Because of this, the ability to cancel an order depends on whether it has begun being prepared for dispatch. This policy also applies to subscription orders and non-food items.
1. Cancelling One-Time Coffee Orders
Our coffee is roasted, packed, and scheduled for dispatch shortly after an order is placed.
You may request to cancel your coffee order before roasting or packing has begun. Once your coffee has been prepared for dispatch, cancellation is no longer possible. If your order has already been shipped, it cannot be cancelled or recalled.
If you need to cancel, you can either:
• Email us immediately at mallardscoffeeco@gmail.com so we can try to stop the order before it is processed
• Cancel directly through your customer account if you have registered an account with us
2. Cancelling Non-Food Items
For non-perishable items, your standard consumer rights apply.
You may cancel your order for any reason within 14 days of receiving the item. You then have a further 14 days to return it to us.
The item must be unused, unopened, and in its original packaging. Return postage is the customer’s responsibility unless the product is faulty. Refunds are issued within 14 days of receiving the returned item.
Cancellations for non-food items can also be initiated through your customer account if you have registered with us.
3. Mistakes During Checkout
If you accidentally selected the wrong grind size, entered the wrong address, or ordered the wrong item, please contact us as soon as possible.
If your order has not yet been processed, we can amend or cancel it. If it has already been dispatched, we cannot cancel it. Depending on the situation, we may be able to offer a discounted replacement as a goodwill gesture.
4. Orders We Cannot Cancel
We are unable to cancel orders that:
• Have already been roasted, packed, or prepared for dispatch
• Have been handed over to the courier
• Contain fresh coffee once preparation has begun
• Fall outside the legal cancellation window for non-food items
5. Cancelling Subscription Orders
Subscription orders, including recurring coffee deliveries, are managed slightly differently:
• You may cancel your subscription at any time before the next scheduled shipment
• To cancel, you can email us at mallardscoffeeco@gmail.com or cancel directly through your customer account
• If a shipment has already been prepared or dispatched, it cannot be cancelled or refunded
• Refunds are not issued for past subscription deliveries, but you may continue to receive future orders until the cancellation is confirmed
• You can pause your subscription by contacting us or using your customer account, giving you flexibility without losing your subscription plan
• Once a subscription is cancelled, it cannot be reinstated
• If you wish to receive regular deliveries again, you must create a new subscription order through our website. This will be linked to your existing customer account, but it will be treated as a new subscription contract for clarity and transparency.
6. How to Request a Cancellation
For all cancellations or changes, including one-time and subscription orders, you can:
• Email mallardscoffeeco@gmail.com with your name, order or subscription number, and details of the change or cancellation
• Use your customer account if you have registered an account with us
We will respond as quickly as possible during business hours, Monday to Friday.