Refund policy

Last updated: 3 September 2026

For help with a purchase, email hello@velarecoffee.com with your order number or other proof of purchase.

Changing your mind

You may cancel an online order within 14 days of receiving it and have a further 14 days to return it. No reason is required. Please keep coffee sealed. Opened food that is unsuitable for return for health or hygiene reasons is excluded from change-of-mind returns; this does not affect rights where goods are faulty or misdescribed.

You pay return postage for a change of mind. For cancellation of a whole order, we refund standard outbound delivery, but not the extra cost of an upgraded service. Refunds are made to the original payment method within 14 days of receiving the goods back or evidence that they have been sent, whichever is earlier.

Damaged, faulty, missing or incorrect goods

Contact us as soon as you notice a problem. Photographs of the item, packaging and shipping label, and the batch code where available, help us investigate. We will arrange the appropriate remedy and cover necessary return costs for faulty or incorrectly supplied goods.

Your rights are not limited by a 48-hour or 72-hour reporting deadline, a sale price, or a courier’s internal claims process. Please contact us even if tracking says delivered but you have not received your parcel.

How to return an item

Email us so we can provide the correct return address and instructions. Keep proof of posting. Contacting us helps route the parcel correctly and is not a condition that removes your statutory cancellation rights.

We do not offer direct exchanges. For an alternative product, request an eligible return and place a new order.

Cancellation notice

You may email a clear cancellation statement or use this wording: “I give notice that I cancel my contract for the following goods: [goods]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].” For a paper notice, please sign it.

Business details

Velare Coffee is a trading name of Coffee Latitude, a sole trader business operated by Matthew Bland in England, United Kingdom.

Correspondence: Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom.

Nothing in this policy limits your statutory rights.