Refund policy

Last updated: 21 October 2026

We want you to enjoy your coffee and feel confident ordering from us. For help with an order, email hello@bakerandwhite.co.uk, including your order number and a brief description of the issue.

If something is wrong with your order

If your order arrives damaged, is incorrect, or you believe a product is faulty or not as described, please contact us as soon as you can. Photographs of the product, packaging and label can help us investigate, but are not a condition of your legal rights. Please keep the goods and packaging while we arrange the next step.

We will provide the refund, replacement or other remedy you are entitled to under UK consumer law and cover reasonable return costs for faulty, damaged or incorrectly supplied goods. You do not need to return faulty goods in their original packaging. Your rights also apply to discounted items.

Changing your mind about an online order

For eligible goods bought online, you can cancel without giving a reason. Tell us within 14 days of the day after you receive your goods, then send them back within 14 days of telling us. If one order arrives in separate deliveries, the cancellation period normally starts after the last item arrives.

You can cancel by email or by writing to our registered address below. A clear statement is enough; you do not need to use our model cancellation form. Please email us for the appropriate return address and practical return instructions. This helps us handle your return and does not make your statutory cancellation right dependent on our approval.

You pay the direct cost of returning a change-of-mind purchase. Pack the items securely and keep proof of postage. You may inspect goods as you would in a shop. We may make a lawful deduction for any loss in value caused by handling beyond what is needed to establish their nature, characteristics and functioning.

Coffee and other food

Please keep coffee bags sealed if you intend to return them because you have changed your mind. Opening or using coffee can affect its value and may result in a lawful deduction from your refund. We do not apply a blanket “no refunds on coffee” rule. If you have a quality concern, contact us so we can help.

The statutory change-of-mind cancellation right does not apply to goods liable to deteriorate or expire rapidly, such as fresh cakes and bakes, or goods made to your specifications or clearly personalised. These exceptions never remove your rights where goods are faulty, damaged or not as described.

Refunds

For a valid change-of-mind cancellation, we refund the amount due using your original payment method, without a refund fee, within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever happens first. If no goods were supplied, we refund within 14 days of being told of the cancellation.

When you cancel an entire order, we also refund the cost of the least expensive standard delivery option we offered. Any extra cost for an upgraded delivery service is not refundable for a change-of-mind cancellation. For partial returns, any delivery refund depends on the circumstances and your legal rights.

Subscriptions

Where recurring subscriptions are available, cancelling future renewals stops future orders; it does not automatically cancel an order already processed. Contact us promptly about an existing order. Your applicable cancellation and faulty-goods rights continue to apply.

Model cancellation form

You may copy the following into an email or letter, but using it is optional:

To Baker & White Coffee Co Limited, Castle Farm Barn North, Denmead, PO17 6EX, United Kingdom; hello@bakerandwhite.co.uk:

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Signature (only if sent on paper):
Date:

Contact and registered address

Baker & White Coffee Co.
Castle Farm Barn North
Denmead
PO17 6EX
United Kingdom

Email: hello@bakerandwhite.co.uk. This is our registered address; please contact us for return arrangements.

This policy does not limit your statutory consumer rights.