Returns and refunds

Request a return within 30 days of delivery by emailing [email protected]. Include your order reference and the item concerned. Return items within 14 days after instructions are issued.

Items must be unused, clean and complete with their original components. An opened item is not automatically excluded, but it must remain unused and suitable for resale. You pay change-of-mind return postage; we cover reasonable return postage for an incorrect or damaged item after agreement.

There is no restocking fee. Do not send returns to the registered address without instructions. Report visible transit damage promptly, ideally within 7 days, with photographs where available; this request does not remove rights that cannot lawfully be limited.

After receipt we inspect within 5 business days and issue an approved refund to the original payment method within 5 business days. Bank processing can take additional time. Original outbound postage is not refunded for a change of mind; it is refunded for a full return caused by our error.

WRITING A USEFUL RETURN REQUEST: Identify the dripper or kettle, give the reference and say whether the issue is a change of mind, wrong item, missing component or damage. Keep delivery information so the 30-day request window can be checked, and ask for instructions before posting a parcel. The company address below is a registered address, not an automatic returns destination.

If you need help meeting the 14-day sending period, contact us before it ends rather than assuming an extension. INSPECTING EQUIPMENT SAFELY: Inspect an unopened or opened item without brewing through it if you may need a change-of-mind return, since items must remain unused, clean and complete. Protect porcelain and glass drippers from knocks and include supplied supports or other original components.

Include a supplied kettle lid and electrical base where they form part of the named product. Do not test visibly damaged electrical parts, repair a cracked cone or bend a spout while awaiting advice; describe the issue and provide photographs where available. PACKING AND POSTAGE ARRANGEMENTS: Secure loose parts and cushion fragile surfaces so a support ring, lid or handle cannot damage another component in the carton.

Wait for the return address and any agreed damage-related postage arrangements; the website does not automatically issue a prepaid label. Keep proof of posting and tracking details if available, and include the reference without financial credentials. For an incorrect or damaged item, discuss reasonable return postage with us first rather than choosing an unagreed premium service.

INSPECTION AND THE RESULT: The inspection period and approved-refund period above are distinct steps, followed by any additional bank processing time. If an item is incomplete or its condition affects approval, ask which component or finding needs clarification rather than assuming a restocking charge; there is no restocking fee. Original outbound postage follows the stated change-of-mind versus full-return-for-our-error distinction.

If a refund appears delayed, contact us with the reference and correspondence so it can be checked without sharing your full payment credentials.