Refund policy

Last Update 08 June 2026

Our Policy on Quality and Returns

In our pursuit of the perfect cup, every detail matters from the provenance of our beans to the exacting precision of our roast. We take immense pride in the sensory experience of our specialty coffee and tea, yet we acknowledge that even the most meticulous processes may occasionally falter.

This policy is crafted to be as refined and fair as the products we serve, providing a transparent framework that remains fully compliant with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.


Changing Your Mind (Online and Distance Selling)

When purchasing online, you are entitled to a "cooling-off" period. This allows you to cancel your order without providing a reason, ensuring you have the same confidence in your purchase as you would in our physical locations.
Please note that these rights apply equally to items purchased at full price or during promotional sales.

Customers have 14 days from the date of delivery to notify Guillam Ltd of their intent to cancel their order, and a further 14 days from that notification to return the items.

Faulty, Damaged, or Incorrect Items

We are committed to delivering goods that are of satisfactory quality, fit for purpose, and exactly as described. If your order does not meet these standards, you are protected by the Consumer Rights Act 2015.

Customers have a 30-day short-term right to reject goods that are faulty, damaged, or not as described for a full refund.

If a fault appears after this initial 30-day window but within six months of delivery, you are entitled to a repair or a replacement, unless we provide proof that the item was not faulty. If a repair or replacement is not feasible, you will be entitled to a refund.

* Please note that a customer is deemed to have "accepted" an item if they have altered it. Consequently, you will lose your right to a full refund if you attempt to repair a faulty item yourself or via a third party before returning it to us.

Important Exceptions and Exclusions

Due to the perishable nature of our craft and for essential hygiene reasons, certain products are excluded from the "cooling-off" period. These items are only eligible for return if they are found to be faulty.

Opened coffee/tea or coffee that has been ground-to-order are exempt from the cooling-off period and cannot be returned unless faulty.

Certain accessories (such as reusable cups or filters) that are clearly marked with a hygiene seal are exempt from the 14-day cooling-off period if the seal has been broken after delivery.

Returns and statutory rights under this policy are non-transferable; we only accept returns and refund requests from the original person who purchased the item.

Refunds and Delivery Charges

When an order is returned or cancelled, the following rules regarding delivery and handling apply:

• If an entire order is cancelled, Guillam Ltd will refund the original standard delivery cost. Any premium delivery upgrades selected at checkout remain non-refundable.

• The refund of the original standard delivery cost applies only to full order cancellations. If you choose to keep part of your order and return only selected items, the original delivery charge is non-refundable.

• Guillam Ltd reserves the right to reduce the refund amount if returned items show signs of use beyond what would be reasonably necessary to inspect them in a physical shop. This "Diminished Value" rule allows you to remove an item from its box to inspect its appearance, but does not extend to using equipment or breaking the seals on accessories.

• Handling of equipment beyond what is necessary to establish its nature includes, but is not limited to, running water or coffee through a machine or grinding beans in a grinder. If equipment is returned in such a 'used' condition, we reserve the right to deduct the full loss in retail value from your refund.

Return Shipping Costs

The responsibility for return postage costs is determined by the nature of the return:

1. Guillam Ltd will cover return shipping costs if the items are faulty, damaged, or sent in error.

2. The customer is responsible for the cost of return shipping for change-of-
mind/unwanted returns.

The Refund Process

Refunds will be processed within 14 days of Guillam Ltd receiving the returned items or the customer providing valid proof of posting.

All refunds will be issued to the original payment method used at checkout, which may include PayPal, Apple Pay, Google Pay, or your original Credit/Debit Card.

How to Initiate a Return?

To begin the process, please contact our team at customerservice@guillam.co.uk.
To ensure your request is handled promptly, please provide:

• Your order number.
• A valid proof of purchase (such as your sales receipt, original packaging, or a bank statement).
• Details of the items you wish to return.

Upon receipt of your email, we will provide further instructions, including the correct return address and any required documentation to facilitate your refund.

If you have any questions or if you need any support, please do not hesitate to contact us at customerservice@guillam.co.uk.