Refunds & cancellations
Last updated: August 2026
Coffee should be a good time, not a headache. If something is wrong with your order, tell us and we will sort it. Email hello@peoplescoffee.uk with your order number and we will usually reply within two working days.
Damaged, faulty or wrong orders
If your order arrives damaged, is faulty, or is not what you ordered, contact us within 14 days of delivery. A photo helps us fix it fastest. We will send a replacement or give you a full refund, your choice, and you will not pay return postage. This is on top of your legal rights under the Consumer Rights Act 2015.
Changed your mind
You can cancel an online order within 14 days of receiving it, no reason needed. Because coffee is roasted fresh, we can only accept change-of-mind returns on unopened, unused items in their original packaging. Email us within 14 days of delivery, then send the items back within 14 days of telling us; return postage for change-of-mind returns is yours to cover. We will refund you within 14 days of receiving the items back, to your original payment method. If your coffee has already been roasted for dispatch when you cancel, we may need to send it anyway and refund you once it is returned.
Cancelling or changing a subscription
You are never locked in. Skip a delivery, pause, or cancel any time through your Square account, with no fees and no minimum term. To avoid being charged for a delivery you do not want, make the change before your next renewal date; if a renewal has already been charged, the change applies from the following one, and if that order has not yet been roasted, get in touch and we will do our best to catch it.
Merch and equipment
Unworn, unused merchandise in its original condition can be returned within 14 days of delivery for a full refund, or within 30 days for an exchange. Same deal as above: email first, and cover the return postage unless the item is faulty.
How refunds are paid
Refunds go back to the payment method you used, through Square. Once we process a refund it usually appears in your account within 5 to 10 working days, depending on your bank.
