Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unopened, unused and in its original sealed packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at contact@carrarocoffee.co.uk or on 0800 707 4406. Once your return is approved we will confirm where to send it and send you a return shipping label with instructions. Returns can go to either of our locations: Pure Caffe Ltd, Unit 551, Brixton Station Road, London SW9 8PF, or Pure Caffe Ltd, Arch 427, Gordon Grove, London SE5 9DU. You are also welcome to bring your return to our Brixton shop during opening hours. Items sent back to us without first requesting a return will not be accepted.

If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Damages and issues
Please inspect your order on arrival and contact us immediately if an item is faulty, damaged, or not what you ordered, so we can put it right. Faulty, damaged or incorrect items are always refunded or replaced, regardless of whether the packaging has been opened.

Exceptions / non-returnable items
For food-safety and hygiene reasons, we cannot accept the return of coffee, tea, or any food or drink product once its packaging has been opened. Sealed, unopened items can be returned within the 30-day window as normal. We also cannot accept returns on custom or personalised orders, sale items, or gift cards.

Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We’ll notify you once we’ve received and inspected your return and let you know whether the refund was approved. If approved, you’ll be refunded to your original payment method within 10 business days. Bear in mind your bank or card issuer may take additional time to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at contact@carrarocoffee.co.uk.