Refund Policy

Last updated: June 1, 2024

Introduction

At GEO Coffee, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations or arrives damaged. This Refund Policy outlines the procedures and conditions for returns, refunds, and exchanges for products purchased through our website or at our physical locations.

By making a purchase from GEO Coffee, you agree to the terms of this Refund Policy. We reserve the right to modify this policy at any time, so please review it frequently.

Return Eligibility

Eligible Items

You may return items purchased from GEO Coffee within 30 days of the delivery date, provided that:

  • The item is in its original, unused, and unopened condition
  • The item includes all original packaging, accessories, and documentation
  • You have proof of purchase (order confirmation email or receipt)

Non-Returnable Items

The following items cannot be returned:

  • Food products (including coffee beans and ground coffee) that have been opened
  • Personalized or custom-made items
  • Gift cards
  • Digital products or downloadable content
  • Items marked as "final sale" or "non-returnable"
  • Items that show signs of use or tampering

Return Conditions for Specific Products

Coffee Beans and Ground Coffee

Due to the perishable nature of coffee products:

  • Unopened coffee products can be returned within 30 days of delivery
  • If you are unsatisfied with the flavor or quality of our coffee, please contact our customer service team within 14 days of receiving your order
  • We may offer a replacement or refund for quality issues, even if the package has been opened

Coffee Equipment

For coffee makers, grinders, and other equipment:

  • Items must be returned in their original packaging with all accessories and manuals
  • Equipment showing signs of use may only be eligible for partial refunds
  • Defective equipment can be returned within the manufacturer's warranty period

Merchandise and Accessories

For clothing, mugs, and other merchandise:

  • Items must be unworn/unused, with original tags attached
  • Clothing items must be free from stains, tears, or alterations

Reasons for Returns

Damaged or Defective Products

If you receive a damaged or defective product:

  • Contact us within 7 days of receiving the product
  • Provide photos of the damaged items and packaging when possible
  • We will arrange for a replacement or full refund, including shipping costs

Incorrect Items

If you receive an item different from what you ordered:

  • Contact us within 7 days of receiving the product
  • We will arrange for the correct item to be sent and cover return shipping for the incorrect item

Change of Mind

If you simply change your mind about a purchase:

  • Return shipping costs will be your responsibility
  • The item must be returned in its original, unused condition
  • A restocking fee of 10% may apply for certain items

Return Process

How to Initiate a Return

To start the return process:

  1. Contact our customer service team at [email protected] or call +440354757601
  2. Provide your order number, the items you wish to return, and the reason for the return
  3. Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number if eligible
  4. Pack the item securely in its original packaging if possible
  5. Include the RMA number on the outside of the package
  6. Ship the item to the address provided by our customer service team

Return Shipping

For returns due to:

  • Our error (wrong item, damaged, or defective product): We will cover the return shipping costs by providing a prepaid shipping label
  • Customer preference or change of mind: The customer is responsible for return shipping costs

We recommend using a trackable shipping method to ensure that your return can be verified if necessary.

Refund Processing

Refund Timeline

Once we receive and inspect your return, we will process your refund as follows:

  • Inspection period: 1-3 business days after receiving your return
  • Refund processing: 1-5 business days after approval
  • Credit card refunds: 5-10 business days to appear on your statement (depending on your financial institution)

Refund Methods

Refunds will be issued using the original payment method:

  • Credit/debit card purchases: Refunded to the same card
  • PayPal payments: Refunded to your PayPal account
  • Bank transfers: Refunded to the originating account
  • Store credit or gift cards may be offered in certain circumstances

Partial Refunds

We may issue partial refunds in the following situations:

  • Items returned with missing parts or accessories
  • Items showing signs of use or wear
  • Items returned outside of the 30-day window but within 45 days
  • Special promotional items that were discounted as part of a bundle

Exchanges

If you wish to exchange an item rather than request a refund:

  • Follow the same return process outlined above
  • Specify in your return request that you want an exchange and indicate the desired replacement item
  • If the replacement item is of equal value, no additional charges will apply (except potential shipping costs for customer preference exchanges)
  • If the replacement item costs more, you will be charged the difference
  • If the replacement item costs less, we will refund the difference

Subscription Products

For coffee subscription services:

  • You may cancel your subscription at any time through your account or by contacting customer service
  • Refunds are not provided for past deliveries
  • If you are dissatisfied with a subscription delivery, contact us within 14 days of receiving it
  • We may offer a replacement, credit toward future deliveries, or a refund for the specific delivery in question

Sale Items

Items purchased during sales or promotions:

  • Are eligible for returns unless marked as "final sale"
  • Will be refunded at the discounted purchase price, not the regular price
  • May be subject to special return conditions as specified during the promotion

Exceptions and Special Circumstances

We understand that special circumstances may arise. In certain cases, we may make exceptions to this policy at our discretion:

  • Medical or extraordinary personal circumstances
  • Situations where a product fails to meet reasonable expectations despite being used
  • Extended return windows during holiday periods (will be announced on our website)

Please contact our customer service team if you believe your situation warrants special consideration.

Gifts

For items received as gifts:

  • The gift recipient may return the item with proof it was a gift (gift receipt or order number)
  • Refunds for gifts will be issued as store credit or gift cards
  • The original purchaser will not be notified of the return

International Returns

For orders shipped outside the United Kingdom:

  • All return policies apply, but with extended timeframes (45 days instead of 30)
  • Customer is responsible for return shipping costs unless the return is due to our error
  • Customer is responsible for any customs fees, duties, or taxes incurred during the return shipping process
  • International shipping costs are non-refundable except in cases of damaged or incorrect items

Contact Information

If you have any questions about our Refund Policy, please contact us at:

GEO Coffee
Studio 90 Max Corners
Port Shannonville CT5 3HQ
Email: [email protected]
Phone: +440354757601
Hours: Monday-Friday, 9am-5pm GMT