Returns & Refund Policy

RETURNS AND REFUNDS POLICY

Coffee-Direct.co.uk and Tea-Direct.co.uk

Operated by Red Spider Direct Limited

This policy explains how to cancel an order, return goods and request a refund. It does not affect your statutory rights.

1. Change-of-mind cancellations

For most online purchases, you have a statutory right to cancel within 14 days after the day you, or someone you identify to receive the goods, takes physical possession of them. If your order arrives in separate deliveries, the 14-day period usually begins after the last item is received. Some legal exceptions apply, as described below.

To cancel, tell us within the cancellation period by sending a clear statement that you wish to cancel. You can email support@coffee-direct.co.uk or support@tea-direct.co.uk . Include your name, order number and the products you wish to cancel. You then have a further 14 days to send the goods back.

Optional cancellation form

To: Red Spider Direct Limited, PO Box 433, Lymington, SO41 1EH, or email support@coffee-direct.co.uk or support@tea-direct.co.uk .

I give notice that I cancel my contract for the following goods:

Order number:

Ordered on / received on:

Name:

Address:

Date:

In addition to your statutory rights, we offer a 30-day change-of-mind returns period from delivery. After the statutory cancellation period, this additional return offer applies to goods that are unused, complete and in resalable condition, with any free gifts included. Please contact us within 30 days of delivery for return instructions. This additional offer does not reduce your statutory rights.

2. Condition of goods and return costs

Under the statutory cancellation right, you may handle goods as needed to establish their nature, characteristics and functioning, as you could in a shop. You may be responsible for any reduction in value caused by handling beyond that. Original packaging is helpful but is not a condition of exercising the statutory cancellation right.

For a change-of-mind return, you are responsible for the return postage unless we agree otherwise. We recommend using a tracked service and keeping proof of postage. We do not refund the cost of return postage for change-of-mind returns.

The statutory cancellation right does not apply to certain goods where an exception in law applies. These exceptions include goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Whether an exception applies depends on the product and the circumstances. This does not affect your rights if goods are faulty or not as described.

3. Refunds for cancelled orders

If you cancel under the statutory right, we will refund the price of the returned goods and the cost of our least expensive standard delivery option. If you chose a more expensive delivery option, we will refund only the standard delivery cost. We may wait to refund you until we receive the goods back or you provide evidence that you have sent them, whichever happens first.

We will make the refund within 14 days using the original payment method, unless you expressly agree to another method. We will not charge a fee for the refund. A deduction may be made where the law allows it for a reduction in the value of goods caused by handling beyond what is necessary to inspect them.

4. Faulty, damaged, missing or incorrect goods

If goods are faulty, damaged, not as described, missing or incorrect, contact us as soon as reasonably possible at support@coffee-direct.co.uk or support@tea-direct.co.uk . Include your order number and, if useful, photographs of the issue. We will explain how to return or resolve the issue.

Your statutory rights apply. Depending on the circumstances, these may include the right to reject goods for a refund within 30 days of delivery, or the right to a repair or replacement and, if that is unsuccessful or not provided within a reasonable time, a price reduction or refund. Different time limits may apply to goods that can reasonably be expected to perish sooner. We will cover reasonable return costs where goods are faulty or we sent the wrong goods.

A manufacturer's warranty is separate from and does not replace your statutory rights.

5. Contact and returns

Please contact us before sending goods back so we can give you the correct return instructions. Email support@coffee-direct.co.uk or support@tea-direct.co.uk and include your order number.

Effective date: 29 October 2026