Refund policy

Refunds & Returns Policy

Returns

We hope you love your order from Bean Theory. If something is not quite right, you may request a return within 14 days of receiving your item.

To be eligible for a return:

  • Items must be unused and in their original condition

  • Items must be returned in original packaging where possible

  • Proof of purchase or order number is required

To start a return, please contact us at:

hello@beantheorycoffee.com

Please do not send items back without contacting us first.

Non-Returnable Items

Due to hygiene and freshness reasons, some items are final sale and cannot be returned.

These include:

  • Coffee beans and ground coffee

  • Any consumable food or drink products

  • Gift cards

  • Perishable goods

Once coffee has left our roastery, we cannot guarantee storage conditions, so we are unable to accept returns unless the product is faulty or incorrect.

Return Shipping

Customers are responsible for arranging and paying for return shipping costs unless:

  • The item arrived damaged

  • The item is faulty

  • We sent the wrong product

We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:

  • Your order number

  • A description of the issue

  • Photos where possible

We will arrange a replacement, refund, or suitable resolution as quickly as possible.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method

  • Processing typically takes 5–10 working days, depending on your payment provider

Original shipping costs are non-refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges.
If you would like a different item, please place a new order once your return has been processed.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again

  2. Contact your card provider or bank, as processing times vary

  3. If the issue continues, contact us at hello@beantheory.co.uk

Consumer Rights

This policy does not affect your statutory rights under UK consumer law, including your right to receive goods that are as described, of satisfactory quality, and fit for purpose.

If you’d like, I can also create the matching:

  • Shipping Policy

  • Terms of Service wording aligned to Bean Theory

  • Short checkout summary version (recommended for conversion and chargeback protection)