Terms and Conditions
River Coffee Refund Policy
If any items are faulty a full refund will be issued as long as the faulty item is returned within 28 days of purchasing. If you wish to cancel your order before it has been dispatched a full refund will be given within 30 days.
If you have any questions about our Warranty, Returns and Refunds Policy, please contact us:
By email: hello@rivercoffeeroasters.com
By phone number: 01962773810
Warranty
This Warranty Terms page outlines the warranty coverage and terms that apply to your purchase of a coffee machine from our ecommerce store. Please read these terms carefully.
1. Warranty Coverage
1.1. Duration: All electric products are covered by a limited warranty for a period of 1 year from the date of purchase for parts and 1 year for labour. The warranty period starts from your order confirmation date.
1.2. What’s Covered: This warranty covers defects in materials and workmanship under normal use and service conditions for a duration of 1 years for parts and 1 year for labour. It includes the repair or replacement of defective parts and labour costs during the first year.
1.3. Exclusions: The warranty does not cover:
- Damage caused by accidents, misuse, abuse, or neglect (such as damages caused by scale buildup).
- Damage resulting from unauthorised repair or modification.
- Normal wear and tear of consumable parts, such as filters, gaskets, or carafes.
- Any damage due to acts of nature or other external factors.
- Coffee machines used for commercial purposes.
2. Making a Warranty Claim
2.1. Contact Us: If you believe your coffee machine is covered under warranty, please contact our Customer Service team at hello@rivercoffeeroasters.com or by phone number: 01962773810. Our representatives will guide you through the warranty claim process.
2.2. Proof of Purchase: To make a warranty claim, you will need to provide a copy of your original purchase receipt or order confirmation as proof of purchase.
2.3. Return Shipping: If your coffee machine requires service under warranty, you are responsible for the cost of shipping the product to our designated service centre, or it can be brought directly at the following address:
Please ensure the product is packaged securely to prevent damage during transit. Any damages caused by inadequate packaging will not be covered by warranty.
3. Warranty Service
3.1. Repair or Replacement: After inspection, if your coffee machine is found to be defective under the terms of this warranty, we will either repair or replace the unit at our discretion.
3.2. Return Shipping: If your coffee machine is repaired or replaced under warranty, we will cover the cost of returning the unit to you. Alternatively, you may choose to bring the product to our physical address for service, in which case there will be no shipping fees.
4. Limitations of Liability
In no event shall River Coffee Roasters Ltd be liable for any special, indirect, incidental, or consequential damages, including but not limited to loss of profits or revenue, arising out of or related to the use or inability to use the coffee machine, even if we have been advised of the possibility of such damages.
Conditions for Returns
In order for the Goods to be eligible for a return, please make sure that:
- The Goods were purchased in the last 14 days
- The Goods are in the original packaging
The following Goods cannot be returned:
- The supply of Goods made to Your specifications or clearly personalised.
- The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
- The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.
Returning Goods
You are responsible for the cost and risk of returning the Goods to Us. Contact us on hello@rivercoffeeroasters.com and can provide you with the returns address.
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
Goods returned may incur a 25% re-stocking fee
Interpretation and Definitions
Interpretation
The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions
For the purposes of this Return and Refund Policy:
Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to River Coffee Roasters Ltd.
Goods refer to the items offered for sale on the Service.
Orders mean a request by You to purchase Goods from Us.
Service refers to the Website.
Website refers to rivercoffeeroasters.com
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Order Cancellation Rights
You are entitled to cancel Your Order within 14 days without giving any reason for doing so.
The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:
By email: hello@rivercoffeeroasters.com
By phone number: 01962773810
We will reimburse You no later than 14 days from the day on which we receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.
Payment Methods
All payments are processed securely and information is kept secure on an encrypted server. We accept all major payment methods.
Delivery
Further information of delivery is outlined in the 'delivery' section of this footer. We aim to dispatch orders within 24 hours of the order being placed (Monday - Friday). If an item is out of stock we will contact you. You can expect your delivery within 72 hours of your order being placed. However, we do rely on the postman and sometimes (not yet) things happen that are out of our control - if this is anticipated and orders are delayed we will contact you and keep you updated.
Free Delivery
Please note that our Free Delivery discount is only valid for orders placed over £30. This discount can only be applied to Royal Mail 2nd Class (up to 4kg) and Fedex Delivery options (over 4kg). Royal Mail 1st Class is excluded from this discount.
Local Delivery - SO22/SO23
Our local delivery to SO22/SO23 postcodes takes place every Wednesday. Orders placed after 3.30pm on a Tuesday will be delivered the week after. From 1st July 2024 our minimum spend for free SO22/SO23 delivery is £20. Orders placed under £20 can still benefit from this service for a flat fee of £2.50. If no one is at home to receive the delivery, and there is no safe place for the delivery to be left, the delivery will be made the following week. Unfortunately we cannot deliver orders on days other than Thursdays. Alternatively, collections can be arranged from our roastery.
Cancellation Rights
You have the right to return items within 7 days for a full refund without having to give reasoning. However, this does not apply to roasted coffee, green coffee beans, tea or chocolate. In order to obtain the full refund you must send the item back to us in its original condition with packaging.
Competition Promotional Codes
We love competitions and giveaways. All terms and conditions of these can be found here once the competition information is released.
- Save 25% on first subscription order. This promotion runs from 19/02/2024. River Coffee reserve the right to withdraw this promotion at any time. This promotion gives customers 25% off of their first subscription payment. All following subscription charges will be charged at full rate. There is no commitment to sign up time, customers can cancel at any time on their online customer portal. This promotion applies to all subscription products and cannot be used for non subscription products.
- Win a years supply of coffee giveaway competition.
This giveaway will run from 01/10/2024 to 14/11/24 and is open to UK residents only. The winner will be selected randomly and will be contacted by email from hello@rivercoffeeroasters.com on the 15/11/24. If the winner does not respond within 7 days, a new winner will be selected. The prize for this giveaway is 1x 250g roasters choice coffee delivered monthly over a 12 month period.