Refunds & Returns

Last updated 14th January 2023

Thank you for your purchase at American Coffee Club operated by DS Thompson Group Limited.
Our returns policy is in accordance with your statutory rights under the Consumer Contracts Regulations 2013.

CANCELLING YOUR ORDER
Due to the perishable nature of our goods, you cannot cancel your order once it has been dispatched.
If you wish to cancel your order before it is dispatched please contact us using the details provided on the contact us page.
When contacting us please ensure you provide your order number, full address including postcode and email address.

CHANGE OF MIND & DAMAGED ITEMS
Due to the nature of our business and the products we sell, coffee is considered a perishable good.
Perishable goods are exempt from refunds so unfortunately, we can not offer a refund if you change your mind after delivery.

If you receive your item in a damaged condition and the product(s) are unusable a refund or replacement will be issued.
Cosmetic damage to the packaging will not be considered as it does not affect the usage of the product.

If you wish to make a refund claim, you must notify us no later than 7 days after you have received the goods.
To be eligible for a refund, you must return the item(s) and they must be unused and in the same condition that you received it. It must also be in the original packaging. If 7 days have gone by since you have received your delivery, unfortunately, we can’t offer you a refund.

We do not accept responsibility for the long-term storage of any perishable items. It is your responsibility to store products as per packet instructions.

We will not offer any refunds or replacements for the following items:

  1. We will not offer any refunds or replacements relating to broken biscuits. This is due to their delicate nature and they may break during transit.
  2. We will not offer any refunds or replacements relating to damaged packaging or crushed product boxes. If the packaging of your item is damaged then we consider this protecting the physical product inside.
  3. We will not offer any refunds or replacements relating to any item that is compressed due to transportation. Any item received compressed has done its job in protecting the contents inside. All coffee bags are fitted with a one-way value and compressing the bag means it has done its job. It's designed to let the air out, not in.

RETURN PROCESS & SHIPPING
To submit a return request follow these instructions:

  1. Click here for our returns portal:
    • In the Email field, enter your email address, and then click Continue.
    • In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    • Go back to the online store, and then enter a six-digit verification code.
  2. Click the order that you want to submit the return for then click 'Request Return'.
  3. If your order has more than one item, then select the items that you want to return.
  4. Select a return reason and add a note for the store.
  5. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

You must return the product, unopened, in the condition it was received and in its original packaging. 

For further information please view our Terms and Conditions or feel free to contact us.

REFUNDS
As soon as your returned item(s) reach us we will send you an email of receipt. Our team will inspect it and if eligible for a refund we will process it.

After your refund has been approved, the money will be refunded to the original payment method you have used during the purchase. For card payments, it may take 5 to 10 business days for a refund to show on your statement.

BEST BEFORE DATES
We will not accept any cancellation or return requests relating to best before dates. Any items dispatched from us will have a minimum best before date of one month from the date of dispatch.

QUESTIONS
If you have any questions concerning our return policy, please contact us:
Phone: +44 131 618 0960 
Email: info@americancoffeeclub.co.uk