Refund policy

FREE RETURNS ON UNOPENED ITEMS

We want you to be completely happy with your order. If you need to return an item, we accept returns on unopened, sealed products within 14 days of delivery.

Please note: Once coffee packaging has been opened, it cannot be returned for hygiene reasons. This is in line with consumer regulations for sealed goods.

HOW TO RETURN

To start a return, please contact us at hello@alturaroast.co.uk before sending anything back. We'll guide you through the process.

You are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

REFUNDS

Once we receive your returned item and confirm it is in its original, unopened condition, we will process your refund within 14 days. Refunds are issued to your original payment method.

DAMAGED OR INCORRECT ORDERS

If your order arrives damaged or you receive the wrong item, please contact us at hello@alturaroast.co.uk within 48 hours of delivery with a photo of the issue. We will arrange a replacement or full refund at no cost to you.

QUALITY COMPLAINTS

If you're unhappy with the quality of your coffee, please get in touch — we take this seriously and will always do our best to make it right.