Refund policy

Trade orders

This policy covers orders placed on our trade store by business customers. Consumer cancellation rights, including the 14-day cooling-off period, don't apply to business purchases. Our consumer money-back guarantee applies to balancecoffee.co.uk only, not to trade orders.

Food products can't be returned

Coffee, pods, Lion's Mane coffee and mushroom elixirs are food products. For food safety we can't accept returns or offer refunds for a change of mind, over-ordering or a change in your menu.

Damaged, faulty or wrong items

If something arrives damaged, faulty, short or isn't what you ordered, email us within 2 working days of delivery. Include:

your order number
the affected items
photos of the goods and the packaging

Once we've checked your claim, we'll replace, refund or credit the affected items, whichever you prefer. We refund to your original payment method, or as a credit on your account if you're on 30-day terms. You won't need to send food products back unless we ask. If we do, we'll send a prepaid label.

Out-of-stock lines

If a line is short when we come to pack your order, we'll contact you before dispatch. You can wait for it, swap it or have it refunded.

Cancelling an order

You can cancel free of charge until your order is roasted or dispatched. Email us the same day you order. After that, the order is final.

Repeat orders

To change, pause or cancel a repeat order, email us before its next renewal date. Once a renewal has been paid and dispatched, the sections above apply.