Refund policy
Scorgo Coffee & Roastery Co. Returns & Refund Policy
Our returns & refund policy does not affect your rights as a consumer. Our returns & refund policy is compliant with all relevant UK laws and legislation.
All unwanted returns incur a 15% restocking fee. Products returned due to manufacturing damage will not incur a restocking fee. A return and refund will not be accepted for any products that appear to have been damaged purposefully or maliciously. For any items that are to be refunded, please allow up to 14 working days from the date the product is shipped back to for your refund to be processed.
Please contact us (info@scorgocoffeeandroastery.co.uk) to be directed through our seamless returns process.
1. Right of Withdrawal - Perishable Goods (Consumer Contracts Regulations 2013)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing goods via distance sale (including online orders) ordinarily have a 14-day right of withdrawal from the date of receipt of goods, without giving any reason.
However, under Regulation 28(2) of the CCR 2013, this right of withdrawal does not apply to goods that are liable to deteriorate or expire. Roasted coffee beans and ground coffee are perishable goods that deteriorate once roasted and packaged. Accordingly, the 14-day right of withdrawal does not apply to any coffee products sold by Scorgo Coffee & Roastery Co. This includes whole beans and ground coffee.
By completing your purchase of these coffee products on our website, you explicitly acknowledge and agree that:
- The goods are perishable and liable to deteriorate; and
- The right of withdrawal under the CCR 2013 does not apply to your order.
This does not affect your statutory rights in relation to faulty or misdescribed goods under the Consumer Rights Act 2015.
2. Sale Items / Discounted Items
We do not accept refunds for sale / discounted items unless there are manufacturing faults and the return request is made to us within 14 days of purchase. You must inform us of the fault at the earliest opportunity. We will cover the return cost for this circumstance.
For any unwanted sale / discounted items, we do not offer refunds but we can offer store credit. We cannot cover delivery or the return cost for unwanted items for this circumstance. The item must be unopened and in its original packaging. No store credit will be applied for items that are not in their original packaging and the customer will be expected to cover the cost to re-ship the item.
If you wish to return any item within this category, please contact us via email.
We aim to respond within two business days of receipt of your email; however, our response times are generally quick. We will work with you to sort the issue out.
Email - info@scorgocoffeeandroastery.co.uk.
Please provide the following information to avoid delays.
- Your name
- Your address
- Your email address
- Your contact number
- Order number
- Description of the damage / fault
- Images of the damage / fault
3. Consumable Goods / Perishable Goods (Coffee Beans and Ground)
We do not accept a return and refund for consumable goods unless there are manufacturing faults and the return request is made to us within 14 days of purchase or upon noticing the fault (whichever is sooner). We will cover the return cost for this circumstance. This is in line with Regulation 28(2) of the CCR 2013.
If you wish to return any item within this category, please contact us via email.
We aim to respond within two business days of receipt of your email; however, our response times are generally quick. We will work with you to sort the issue out.
Email - info@scorgocoffeeandroastery.co.uk.
Please provide the following information to avoid delays.
- Your name
- Your address
- Your email address
- Your contact number
- Order number
- Description of the damage / fault
- Images of the damage / fault
4. Non-Consumable Goods (equipment, accessories & merchandise)
For any damaged or faulty non-consumable goods, we accept returns and refunds providing the return request is made within 14 days of purchase. We will cover the return cost for this circumstance.
For any unwanted non-consumable goods, we accept returns and refunds providing the return request is made within 14 days of purchase. We cannot cover the return cost for unwanted items for this circumstance.
If you wish to return any item within this category, please contact us via email.
We aim to respond within two business days of receipt of your email; however, our response times are generally quick. We will work with you to sort the issue out.
Email - info@scorgocoffeeandroastery.co.uk.
Please provide the following information to avoid delays.
- Your name
- Your address
- Your email address
- Your contact number
- Order number
- Description of the damage / fault
- Images of the damage / fault
5. General Information - Damaged / Faulty Products
Prior to arranging any return, we seek to clarify the reason for returning. For any damaged / faulty product(s), we will always request images to ascertain the root cause of the damage / fault.
Once we have received the returned product(s), our quality assurance team will assess the damage / fault. If the fault is not caused by any manufacturing fault / defect, we cannot accept it as a return; for example, if the customer accidentally or purposefully damages the product / packaging, this is not the liability of Scorgo Coffee & Roastery Co.
We only accept returns where you can prove what you are returning has been return shipped to us. We recommend using a tracked service because we cannot be held liable for third parties.
When returning items, you will need to be available on the agreed day for collection, and we may not be able to offer a specific time of collection.
When returning a damaged / faulty product, you must return the entire product and all components including packaging.
6. Transport / Shipping Damage
We only use a nationally recognised, reputable delivery company that we have carefully selected, but we understand that sometimes accidents happen.
If your package has been damaged during transport to you, please log this with the delivery driver upon receipt of the parcel and take photos of the damaged parcel.
Please contact us at the earliest opportunity so we can help you sort the issue.
We aim to respond within two business days of receipt of your email; however, our response times are generally quick. We will work with you to sort the issue out.
Email - info@scorgocoffeeandroastery.co.uk.
Please provide the following information to avoid delays.
- Your name
- Your address
- Your email address
- Your contact number
- Order number
- Description of the damage / fault
- Images of the damage / fault
Unclaimed Packages
If your parcel isn’t collected and is returned to us, we reserve the right to charge you a handling fee of 15% restocking fee and the cost of return shipping to us. This will be deducted from any refund and we will communicate to you exactly what the breakdown of those fees & costs are.