Last updated: 07/11/2024
At Backstage Brew Co, we are committed to providing high-quality coffee products and excellent customer service. If, for any reason, you are not satisfied with your purchase, please refer to our Refund and Returns Policy below.
1. Returns Eligibility
Due to the perishable nature of coffee, we are only able to accept returns and issue refunds in the following circumstances:
- Faulty or Damaged Goods: If your product arrives damaged or is defective, please contact us within 14 days of receiving your order with details and, if possible, photos of the issue.
- Incorrect Items: If you receive an item different from what you ordered, we will arrange for a replacement or refund.
Please note: We do not accept returns on opened coffee products or items purchased beyond the 14-day window unless they are faulty or incorrect.
2. How to Request a Return or Refund
To initiate a return or refund, please follow these steps:
- Contact Us at info@backstagebrewco.co.uk within 14 days of receiving your order.
- Provide Order Details and any relevant information, such as a description of the issue and photos if the product is damaged.
- Wait for Confirmation: Our team will review your request and confirm the next steps, which may include sending a replacement, issuing a refund, or returning the product.
3. Non-Returnable Items
We cannot accept returns on the following items:
- Opened or used coffee products, unless faulty or incorrect.
- Gift cards and promotional items.
- Items returned after 14 days from receipt.
4. Refunds
If your return is approved, we will process a refund to your original payment method within 5-7 business days. Please note:
- Original Shipping Costs: We do not refund original shipping costs unless the product was faulty or incorrect.
- Return Shipping Costs: In cases where a return is required for faulty or incorrect items, we will cover the return shipping costs. For any other reason, return shipping costs are the responsibility of the customer.
5. Exchanges
If you would like to exchange an item for a different product, please contact us within 14 days of receiving your order. Exchanges are subject to product availability and may incur additional shipping costs.
6. Cancellations
If you wish to cancel your order, please contact us as soon as possible at [Your Customer Support Email or Phone Number]. If your order has not yet been shipped, we will cancel it and issue a full refund. Once an order has shipped, it may no longer be eligible for cancellation, and you will need to follow our returns process.
7. Contact Us
If you have any questions or need assistance with a return, refund, or cancellation, please reach out to our customer service team:
Backstage Brew Co
Email: info@backstagebrewco.co.uk