Refund policy

Returns & Refund Policy

Last updated: June 2026

Our Returns Policy

We want you to be completely satisfied with your purchase. If you are not happy with your order, you may return eligible items within 14 days of delivery, subject to the conditions below.

Eligibility for Returns

To be eligible for a return, items must be:

Unopened and in their original sealed packaging
Unused and in the same condition as received
Accompanied by proof of purchase

For hygiene reasons, we are unable to accept returns on any opened or unsealed food products, including coffee beans, ground coffee, capsules, and hot chocolate. This does not affect your statutory rights in the event of a faulty or misdescribed product.

Non-Returnable Items

The following items cannot be returned:

Opened or unsealed coffee, capsules, or hot chocolate products
Items damaged through misuse or normal wear and tear
International orders (see our Shipping Policy)

How to Return an Item

Contact us at info@caffeguglielmo.co.uk within 14 days of receiving your order, stating your order number and reason for return.
We will review your request and, if eligible, provide you with a prepaid return label.
Pack the item securely in its original packaging and drop it off at your nearest post office or collection point.
Once we receive and inspect the returned item, we will process your refund or store credit within 5–7 business days.

Refunds

Upon approval of your return, you may choose to receive:

A full refund to your original payment method, or
Store credit to use on a future order

Refunds will be processed within 5–7 business days of us receiving the returned item. Please note that your bank or card provider may take additional time to reflect the refund in your account.

Faulty or Damaged Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery at info@caffeguglielmo.co.uk with your order number and photos of the damage. We will arrange a replacement or full refund at no cost to you.

International Orders

As stated in our Shipping Policy, we are unable to accept returns on international orders due to the high cost of international shipping. If your international order arrives damaged or faulty, please contact us and we will do our best to resolve the matter.