Returns & refunds

Our returns policy

Coffee is a food product, so we can't take back bags once they've been opened. Here's exactly what you can and can't return.

Opened bagsCan't be returned, unless faulty

Unopened bagsCancel within 14 days of delivery; you pay return postage

Faulty, damaged or wrongWe replace or refund, and cover postage

Opened bags

Our bags are sealed to protect the coffee. For hygiene reasons, once a bag's seal has been opened or broken, it can't be returned or refunded. This doesn't affect your rights if the coffee is faulty (see below).

Unopened bags: changing your mind

You can cancel your order for any unopened, sealed bags within 14 days of the day you receive them. You don't need to give a reason.
To cancel, email [email protected] with your order details before the 14 days are up. We'll reply with the return address. Please don't send anything back before you hear from us.
Post the bags back within 14 days of telling us you're cancelling.
You pay the cost of returning the bags. We recommend a tracked service, as we can't refund items that don't reach us.
Bags must come back unopened, with the seal intact, and undamaged. If a bag comes back opened or damaged, we won't refund it and will return it to you only if you ask.
We don't offer exchanges. Cancel and place a new order instead.

Faulty, damaged or wrong items

If your coffee arrives damaged, is faulty, or isn't what you ordered, email us within 30 days of delivery with your order details and a photo.
We'll replace it or give you a full refund, whichever you prefer, and we'll cover any return postage.

Refunds

We refund to your original payment method within 14 days of receiving the returned bags (or of you showing us you've sent them, if sooner).
If you cancel your whole order, we also refund the standard delivery charge you paid.
We may reduce a refund if a returned item has lost value because it's been handled more than needed to check it.

Trade and wholesale orders

This policy is for consumers buying through our website. Shops, cafés and other businesses buying from us are covered by the terms on their invoice.

Your legal rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Cancellation form

You can email us in your own words, or copy this form into your email:

To: San Jose Services Ltd (trading as Finca Doble Vía), 61 Bridge Street, Kington, HR5 3DJ, [email protected]

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:
Name:
Address:
Date:

Finca Doble Vía is a trading name of San Jose Services Ltd, registered in England & Wales, company no. 16766601. Registered office: 61 Bridge Street, Kington, HR5 3DJ, United Kingdom. Returns go to the address we send you, not the registered office.