Refund policy
At Coffeeangel we want you to love your purchase. If something isn't right, here is how we will make it right.
Changing your mind
Under EU law you can return most items bought online within 14 days of delivery, for any reason. You do not need to explain yourself.
There are two clocks, and it is worth being clear about both:
- Tell us within 14 days of delivery that you want to return something.
- Send it back within 14 days of telling us.
So if you email us on day 13, you still have a fortnight to get it into the post.
You can email shop@coffeeangel.com with your order number, use the returns process in your account, or use the standard EU withdrawal form if you prefer — though you do not have to. A plain email is enough.
Faults and the two-year guarantee
This is a different thing from changing your mind, and it lasts far longer.
All goods carry a two-year legal guarantee. Anything we sell has to be free of defects when it reaches you, and we are answerable for that for two years. If something arrives damaged, fails in normal use, or was never fit for the job in the first place, that is ours — we cover the return postage and we repair, replace or refund.
It does not cover damage caused after it reaches you. Glass breaks when it is dropped. Burrs blunt if they are asked to grind something that is not coffee. Neither is a fault, and neither is covered — though in most cases we can sell you the replacement part.
This is your legal guarantee under Irish and EU law. It is not an extra warranty and it does not reduce your statutory rights.
How to start a return
By email. Send your order number and the reason to shop@coffeeangel.com.
Through your account.
- Go to your account and enter your email address.
- Open the email we send you and copy the six-digit code.
- Enter the code to sign in.
- Find the order, click Request return, choose the items and the reason, and add a note if you want to.
- Click Request return.
Once it is approved we will email you shipping instructions — and a prepaid label, if the goods are faulty.
When it comes back to us
We will inspect it and refund you.
You are welcome to have opened the box and handled the item as you would in a shop. That does not affect your refund. If it has been used beyond that and is worth less as a result, we may reduce the refund to reflect it — and we will always tell you before we do.
Return shipping
- Changed your mind — you pay the return postage.
- Faulty, damaged or the wrong item — we pay, and we send you the label.
Refunds
- Refunded to your original payment method, in the same currency, within 14 days of us receiving the goods or your proof of postage — whichever comes first.
- If you return an order under the cooling-off period, we refund the price of the goods and the standard delivery charge you paid. If you chose a faster or upgraded delivery, we refund the standard rate.
Coffee
Coffee is a food, so it works a little differently.
- Ground to order — not returnable. We grind it to your chosen brew method, so it is made to your specification.
- Opened — not returnable, for hygiene reasons.
- Whole bean, still sealed — returnable. Tell us within 14 days, send it back within 14 days of that, and we will refund it.
- Faulty, stale or the wrong blend — always replaced or refunded, opened or not.
Sets and bundles
Return the set complete. If you have opened the coffee, send the rest back and we will simply deduct the price of the bag.
Other exceptions
- Personalised products are not returnable unless faulty.
- Gift cards are not returnable.
Business, wholesale and catering orders
The rights on this page are consumer rights, and they apply to people buying for personal use. Business, wholesale and catering orders are governed by our Terms of Service.
Anything unclear, just ask — shop@coffeeangel.com.