Returns & refunds

Please contact hello@kernowroast.co.uk with your order number and what you would like to return. We will help identify the correct return route and address for the item.

Consumer change-of-mind returns

If you buy online as a consumer, you normally have 14 days after receiving the goods to tell us you wish to cancel, and another 14 days to send them back. You do not need to give a reason. This statutory right is subject only to applicable legal exceptions. Tell us by email or another clear statement; you may use the cancellation form below.

Returning the goods

Keep goods safe while arranging the return and use packaging suitable for transport. You are responsible for the direct return cost of a change-of-mind return where this was disclosed before ordering. For items that cannot normally be returned by post, the return-cost information must be provided before purchase. We may reduce a refund only for diminished value caused by handling beyond what is necessary to inspect the goods.

Refunds

For a valid consumer cancellation, we refund the goods and the standard outbound delivery cost, including the statutory delivery refund when an order is cancelled in full. An upgraded delivery charge is refundable only up to the standard delivery amount. We may withhold the refund until we receive the goods or evidence of their return, whichever is earlier, and then refund within 14 days. Refunds use the original payment method unless you expressly agree otherwise, without an additional refund fee.

Exceptions are product-specific

Some genuinely perishable, personalised or unsealed health-and-hygiene goods can be subject to legal exceptions. Any applicable exception must be identified before you order. We do not treat every coffee or ingredient purchase as automatically excluded simply because it is food. Contact us if you are unsure how the rules apply to a particular item.

Damaged, faulty or misdescribed items

Contact us as soon as you identify a problem and include photographs where useful. For consumers, the Consumer Rights Act can provide a short-term right to reject faulty goods, usually within 30 days, followed by repair, replacement or other remedies as applicable. Reasonable return costs for a valid faulty-goods claim are covered by us. This policy does not reduce those statutory rights.

Business orders and finance agreements

The consumer cooling-off right does not automatically apply when buying wholly or mainly for business purposes. Business change-of-mind returns, bespoke equipment, rental and leasing are handled under the relevant agreed contract. Contact us before sending equipment back. Rights relating to faulty goods and any agreed warranty remain applicable.

Cancellation form

To: Kernow Roast Co., hello@kernowroast.co.uk, 34E Compass Business Park, Pipers Close, Launceston, PL15 7EB. I give notice that I cancel my contract for the following goods: [identify goods]. Order number: [number]. Ordered on / received on: [date]. Customer name and address: [details]. Date: [date]. A signature is needed only if you send this form on paper.