Cancellation policy

Some items in our store are offered as a subscription or a pre-order. This policy sets out how those purchases work and how you can change or cancel them.

Subscriptions

A coffee subscription means we send you the same coffee on a repeating schedule, and you are charged automatically each time an order is created. You choose the delivery frequency when you subscribe: every month, every two months, or every three months.

Subscriptions are available on selected products, currently our 1kg bags of Crema Espresso, Gran Crema, Tazza d'Oro, Dolci Arabica, BIO Organic 100% Arabica and BIO Organic 70/30, and our 500g Decaffeinato. The subscription option appears on the product page where it is available.

Subscription pricing

Subscriptions are discounted against our standard prices. You receive 10% off every delivery from the start. After 2 or 3 billing cycles (depending on subscription type) the discount increases to 15%, and stays at 15% for as long as the subscription remains active. If you cancel and later start a new subscription, the discount begins again at 10%.

Discounts apply to the product price only. Delivery charges are calculated at the standard rate for each order.

Payment and delivery

Your payment details are stored securely by our payment provider. We charge the saved payment method each time a repeat order is created, at the price and discount in effect on that date.

Repeat orders are dispatched on the same terms as any other order. See our shipping policy for processing times and delivery charges.

If a payment fails, we will attempt it again and let you know by email. If payment cannot be taken, the subscription may be paused or cancelled.

Changing, pausing or cancelling

You can change or cancel a subscription at any time. There is no minimum term and no cancellation fee. Your order confirmation emails contain a link to manage your subscription, where you can change the delivery frequency, change the product, update your address or payment details, skip a delivery, pause, or cancel.

Changes need to be made at least 1 day before your next scheduled delivery date. Changes made after that point will apply to the delivery after next, because the order will already have been created.

You can also contact us at contact@carrarocoffee.co.uk or on 0800 707 4406 and we will make the change for you.

Price changes

We may change subscription prices. If we do, we will tell you by email at least 3 days before the change takes effect, so that you can cancel or change your subscription if you do not want to continue at the new price.

Your statutory rights

If you are a consumer in the United Kingdom, you have the right to cancel each individual delivery within 14 days of receiving it under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We voluntarily extend this to 30 days, as set out in our refund policy.

This right does not apply to sealed food or drink products once the packaging has been opened, for health protection and hygiene reasons. Sealed and unopened items can be returned as normal. Nothing in this policy affects your rights under the Consumer Rights Act 2015 where goods are faulty, damaged, not as described, or not fit for purpose.

Pre-orders

When you buy a pre-order, you are buying a product that is not yet in stock. We may take no payment or a partial deposit at checkout, store your payment method, then fulfil the order and take the full or remaining payment at a later date.

You can cancel a partially paid pre-order that has not yet been fulfilled. Once the order has been fulfilled you cannot cancel it, but you can request a refund under our refund policy.

Contact

Questions about subscriptions or pre-orders can be sent to contact@carrarocoffee.co.uk, asked on 0800 707 4406, or posted to Pure Caffe Ltd, Unit 551, Brixton Station Road, London SW9 8PF, United Kingdom.