Refund policy
VELARE COFFEE — RETURNS & REFUND POLICY
Last updated: July 2026
Velare Coffee products are prepared, packed, and dispatched with care.
This policy is designed to protect product integrity, ensure fairness, and maintain operational clarity across our fulfilment network.
1. Return Eligibility
To qualify for a return:
- Items must be unused
- Items must remain sealed and in original packaging
- Items must be in fully resalable condition
- Return requests must be made within 14 days of delivery
Velare Coffee reserves the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
For hygiene, safety, and quality assurance reasons, the following items are non-returnable:
- Coffee products and consumables (including freeze-dried coffee, roasted coffee, BrewWater sachets, or similar)
- Any item that has been opened, unsealed, or used
- Gift cards
- Promotional or clearance items marked as final sale
3. Damaged or Faulty Goods
If your order arrives damaged or faulty, you must notify us within 48 hours of delivery.
To process a claim, we require:
- Your order number
- Clear photographs of:
- Outer packaging
- Shipping label
- Damaged item(s)
These are required for courier investigation and insurance purposes.
Once verified, we will arrange a replacement or refund, as appropriate.
4. Missing or Incorrect Items
If your order is incomplete or incorrect, you must contact us within 72 hours of delivery:
We will investigate promptly and provide a resolution.
5. Courier Liability & Delivery Confirmation
Lost Parcels
Refunds or replacements can only be issued once the courier investigation confirms the parcel as lost.
Investigations typically take 7–10 working days.
Delivered Parcels
Where courier records (including GPS, photographic evidence, or signature confirmation) show successful delivery to:
- The delivery address
- A nominated safe place
- A neighbour
…the order will be considered fulfilled.
Velare Coffee cannot replace or refund parcels confirmed as delivered.
Returned Parcels
If a parcel is returned due to:
- Incorrect or incomplete address
- Failed delivery attempts
- Non-collection
- Customer refusal
A refund may be issued once the item is received back in unopened, resalable condition, minus:
- Original shipping costs
- Any return or handling costs incurred
6. Exchanges
Velare Coffee does not offer direct exchanges.
If you wish to purchase an alternative item, please place a new order.
Eligible returns may be refunded in accordance with this policy.
7. Return Shipping
Return shipping costs are the responsibility of the customer unless the item is confirmed:
- Faulty, or
- Incorrectly supplied
We strongly recommend using a tracked return service.
Velare Coffee is not responsible for items lost during return transit.
8. Third-Party Fulfilment
Certain Velare products are stored and dispatched by authorised fulfilment partners.
For these orders:
- Return addresses may vary
- Processing timelines may differ
- Verification may require warehouse confirmation
All provisions of this policy remain applicable.
9. Refund Processing
Once a returned item is received and inspected:
- Confirmation will be issued by email
- Approved refunds are processed within 3–7 working days
Please allow additional time for your bank or payment provider to reflect the transaction.
10. Returns Authorisation
All returns must be authorised before shipment.
Unauthorised returns may be:
- Refused
- Delayed
- Returned to sender
To request authorisation, contact:
Please include your order number and reason for return.
11. Legal
Velare Coffee is a trading name of Coffee Latitude, a sole trader business operated by Matthew Bland in England, United Kingdom.
Registered address:
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
Contact: hello@velarecoffee.com
For the purposes of UK data protection law, the data controller is Matthew Bland, trading as Coffee Latitude.
This policy operates in accordance with:
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013