Return and refund policy

Return & Refund Policy

Last updated: [01.10.2025]

Thank you for shopping at CoolHand Coffee Roasters. If you’re not completely satisfied with your purchase, we’re here to help.

1) Your right to cancel (EU 14-day “cooling-off” period)

You have the right to cancel your online order within 14 days without giving any reason.
The cancellation period ends 14 days after the day you (or a person you nominate) receive the goods.

To exercise the right to cancel, please email [email protected] with your order number and a clear statement that you wish to cancel.

2) Returns eligibility

To be eligible for a return, your item should:

  • Be in the same condition you received it, unused and with tags, and in the original packaging (where applicable).

  • Include the receipt or proof of purchase.

Non-returnable items (unless faulty):

  • Perishable goods (e.g., food, flowers).

  • Custom or personalized items.

  • Health/hygiene products with seals broken (e.g., cosmetics, earrings).

  • Digital content once download/streaming has begun with your prior consent.

  • Gift cards.

3) How to return

  1. Contact us at [email protected] within 14 days of delivery to request a return.

  2. We’ll reply with the return address and instructions.

  3. Send items back within 14 days of telling us you’re cancelling.

Return shipping costs:

  • If you cancel within the 14-day period, you pay the cost of returning the goods (unless we offer free returns).

  • If the item is faulty, damaged, or incorrect, we cover reasonable return shipping—contact us first for a prepaid label or approval.

4) Refunds

Once we receive and inspect your return, we’ll notify you. If approved, we’ll refund:

  • The purchase price; and

  • The standard outbound delivery cost (if any) on your original order (upgrades like express shipping aren’t refundable).

Refunds are issued to your original payment method within 14 business days after approval. We may make a deduction for loss in value if handling beyond what’s necessary to establish the nature, characteristics, and functioning of the goods.

5) Exchanges

If you want to exchange an item, please return the original for a refund and place a new order, or contact [email protected] and we’ll advise on stock availability.

6) Damaged, faulty, or incorrect items

Please inspect your order upon receipt and contact us at [email protected] within 2 days with photos if the item is defective, damaged, or if you received the wrong item. We’ll repair, replace, or refund in line with your statutory rights.

7) Late or missing refunds

If you haven’t received a refund after our confirmation:

  • Check with your bank/issuer; processing times can vary.

  • Then contact us at [email protected]

8) Gifts

If the item was marked as a gift and shipped directly to you, you may receive a gift credit for the value of your return once processed. Otherwise, refunds go to the original purchaser.

9) Contact

Questions about returns and refunds?
Email: [email protected]