Because coffee and other consumable products are food items, we do not accept returns or exchanges once an order has been delivered. This is a food safety rule rather than a preference, and it applies to bags, pods, instant tubs and matcha alike.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and photos of the issue. Photographs of the packaging as well as the product help us sort it out quickly and let us raise the problem with the carrier where relevant.
We will review the request and, when appropriate, provide a replacement or refund. You do not need to send the original order back to us.
If Something Is Not Right
Coffee is a matter of taste, and a roast level or origin that suits one person will not suit another. We cannot accept a return on a coffee simply because it was not to your liking, but we would genuinely rather help you land on the right bag than have you give up on us. Tell us what you tried and what you were hoping for and we will point you at something closer.
Refunds
Approved refunds are issued to your original payment method. Processing times may vary depending on your payment provider, and it can take a further few business days for the amount to appear on your statement after we have issued it.
Cancelling an Order
If you need to cancel, email us as soon as you can. We can usually cancel and refund an order in full while it is still processing, but once the coffee has been roasted and handed to the carrier we are no longer able to stop it.
Subscriptions
You can skip a delivery, change your frequency, swap products or cancel your subscription at any time, with no fee and no minimum number of orders. Manage it from your account or from the link in any subscription email. Cancelling stops future deliveries and does not refund an order that has already been roasted and shipped.
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash. They do not expire, so any unused balance stays on the card for a future order.
If you have a question about an order, contact our support team at info@purelightcoffee.com and we will help.
