Refund policy

We want you to love every bag of Stonebrew. If something isn't right, here's how we put it right.

Changed your mind?

You can cancel your order for any reason within 14 days of the day you receive it. Just tell us by emailing hello@stonebrewcoffee.com with your name, order number and the items you want to cancel, or use the cancellation form at the bottom of this page. You don't have to give a reason.

Once you've told us, please send the items back within 14 days to:

Stonebrew Ltd (Returns), Stonebrew Distribution Centre, Unit 7c High Cross Centre, Fountayne Road, London, N15 4QN

A few things to know:

  • Coffee is a sealed food product. For hygiene and food safety reasons, we can only accept change-of-mind returns on bags that are unopened, with the seal intact. Once a bag has been opened after delivery, the right to cancel no longer applies to that bag.
  • You pay the cost of sending items back when you've changed your mind. We recommend a tracked service, as we can't refund items that don't reach us.
  • We'll refund the price of the items and the standard delivery charge you paid. If you cancel only part of an order, we'll refund delivery only if it would no longer have applied.
  • We'll refund you within 14 days of receiving the items back, or of you sending us proof of postage if that's sooner, to the same payment method you used.

Faulty, damaged or wrong item?

If your coffee arrives damaged, is not what you ordered, or isn't up to scratch, email us at hello@stonebrewcoffee.com within 30 days of delivery with your order number and, if you can, a photo of the bag and packaging. We'll send a replacement or give you a full refund, including delivery. You won't need to pay to send anything back, and in most cases we won't need it returned at all.

This doesn't affect your legal rights under the Consumer Rights Act 2015.

Lost or late parcels

If your order hasn't arrived within 5 working days of dispatch, let us know and we'll track it with Royal Mail. If it's confirmed lost, we'll send a replacement or refund you in full.

Subscriptions

You can skip, pause, change or cancel your subscription at any time from your account, with no fees. Changes made before your next billing date apply to your next order. If you've been charged for a delivery you no longer want, you can cancel that delivery under the change-of-mind terms above.

Discount codes and loyalty points

If you used a discount code, your refund will be the amount you actually paid. If you used loyalty points, the points will be returned to your account.

Cancellation form

If you'd like to cancel, you can copy this form into an email, fill it in, and send it to hello@stonebrewcoffee.com. You don't have to use it, any clear message telling us you want to cancel is fine.

To: Stonebrew Ltd, Stonebrew Distribution Centre, Unit 7c High Cross Centre, Fountayne Road, London, N15 4QN, hello@stonebrewcoffee.com

I hereby give notice that I cancel my contract of sale of the following goods:

Order number:
Ordered on / received on:
Items:
Name:
Address:
Date: