Refund policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it — unused, unopened, and in its original packaging with all seals intact. You must also have proof of purchase.
To start a return, please contact us at hello@silkroadcoffee.co.uk. Returns sent without prior approval will not be accepted.
Return address:
14–16 Upper Charnwood Street, Leicester, LE2 0AU
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and make it right.
Where an item is confirmed to be faulty or damaged on arrival, we will offer a replacement, refund, or store credit, in line with your statutory rights under the Consumer Rights Act 2015.
Exceptions / Non-Returnable Items
Due to the nature of our products, perishable goods such as coffee cannot be returned once opened, unless the item is faulty or damaged on arrival.
We do not accept returns for:
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Opened or used food products
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Perishable goods
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Custom or personalised items
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Sale items
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Gift cards
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Hazardous materials, flammable liquids, or gases
Bespoke, Custom & Ground-to-Order Items
For bespoke orders and any coffee that has been ground to order, we are unable to offer a refund to the original payment method. Instead, where eligible, a store credit may be issued.
This is because these products are prepared specifically for you and cannot be resold. This does not affect your statutory rights where they apply.
Store Credit and Refunds
For approved discretionary returns, including accepted change-of-mind requests, refunds will be issued as store credit unless a monetary refund is required by law.
Store credit has no cash value and can be used towards future purchases on our website.
Where a monetary refund is legally required, refunds will be issued to the original payment method.
Exchanges
The fastest way to ensure you receive the item you want is to place a new order. Where eligible, store credit may be issued once a return is approved.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, in accordance with EU consumer law.
Items must remain unused, unopened, and in their original packaging. Perishable goods and opened food products are excluded where legally permitted.
Refund Processing
If a monetary refund is approved, it will be processed to your original payment method within 10 business days of approval. Please allow additional time for your bank or card provider to post the refund.
Where a refund is issued as store credit, this will be applied to your account or issued via email within 5 business days of approval. Store credit has no cash value and can be used towards future purchases on our website.
If more than 15 business days have passed since your refund or store credit was approved and you have not received confirmation, please contact us at hello@silkroadcoffee.co.uk