Refund Policy

Returns and refunds · Last updated 8 September 2026

This policy is part of our terms and conditions. It explains how to cancel an order or return goods, what we refund and when. Please contact us before returning goods, at cs@cremaaroma.shop or on 01506 237 555, so we can help with the arrangements; you do not need our agreement to exercise a statutory cancellation or rejection right. Business change-of-mind returns must be agreed first (section 5).

1. Changing your mind (consumers)

1.1 If you buy as a consumer you may cancel an order for goods within 14 calendar days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The 14 days run from the day after you, or a person you named, receive the goods; if an order arrives in several parts, from the day after the last part arrives.

1.2 Tell us clearly that you are cancelling before the 14 days end, by any clear statement, for example an email, a telephone call or a letter, or with the form at the end of this page. A cancellation sent before the deadline counts even if it reaches us later, so keep a copy.

1.3 Send the goods back, or hand them to us in Livingston by arrangement, within 14 days of telling us. Keep any protective seal on food and drink intact (section 2); you may inspect other goods as you would in a shop; please keep the original packaging where possible. For a change-of-mind return you bear the direct cost of returning the goods; we recommend a tracked service and keeping the proof of postage. If we delivered your order on a pallet, we tell you the cost of returning it, or a reasonable estimate, before you order.

2. What cannot be returned because you have changed your mind

2.1 Sealed food or drink that is unsuitable for return for reasons of health protection or hygiene, once its seal has been broken after delivery. Opening the delivery carton alone does not remove your right to cancel.

2.2 Coffee ground to order. Grinding to your chosen method makes the coffee to your specification, so change-of-mind returns do not apply; your rights under section 4 are unaffected.

2.3 Goods liable to deteriorate or expire rapidly.

2.4 Unopened coffee, tins and jars with a long best-before date are not excluded simply because they are food or drink.

2.5 Nothing in this section affects your rights if goods are faulty, damaged or not as described (section 4).

3. Refunds for change-of-mind cancellations

3.1 We refund within 14 days of receiving the goods back, or of receiving your proof of having sent them, whichever is earlier, to the payment method you used; if you cancel before we have sent any goods, within 14 days of being told. We refund the price of the goods and the cost of standard delivery to you; if you chose a premium delivery service, we refund the standard rate. For a change-of-mind return you pay the direct cost of returning the goods; we pay the return costs described in sections 4 and 5.

3.2 We may deduct only the reduction in value caused by handling beyond what would reasonably be allowed in a shop; opening the delivery carton does not justify a deduction.

3.3 If you used a discount code or voucher, we refund the amount you actually paid. If we do not accept your order or cannot fulfil it, we refund any payment taken in full.

3.4 Banks and card providers can take several days to show a refund. If a confirmed refund has not appeared after a few days, contact us and we will help you trace it.

4. Faulty, damaged or wrong goods

4.1 If an order arrives damaged, short or wrong, or a product is faulty, tell us as soon as you can. Please give us the order number and, where you can, photographs of the goods and the packaging, and keep the packaging if possible. These help us investigate and are not conditions of your rights. We look at every case and will work with you to resolve it.

4.2 Goods must be of satisfactory quality, fit for purpose and as described. Under the Consumer Rights Act 2015 you normally have 30 days from delivery to reject goods that do not meet these standards and receive a full refund; for perishable goods expected to last less than 30 days, the period is shorter. After that you may require a repair or a replacement; if that is impossible, unsuccessful, or not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods for a refund. A fault appearing within six months of delivery is presumed to have been there on delivery unless the evidence, or the nature of the goods or the fault, shows otherwise, and a refund under the final right to reject in those six months is not reduced for use. We pay the cost of returning goods that are faulty, damaged or not as described, and we refund within 14 days of agreeing that a refund is due.

5. Business purchases

5.1 The 14-day cancellation right is a consumer right. It does not apply to purchases made wholly or mainly for a trade, business, craft or profession; whether you are a consumer depends on the purpose of the purchase, not on whether you hold a trade account.

5.2 For business purchases, an unopened product in its original packaging may be returned once we have agreed the return, within 30 days of delivery, and for such an agreed return we pay the return cost. Coffee ground to order, pallets, oversized parcels and goods we sourced specially for you cannot be returned because you have changed your mind. These exclusions do not apply to damaged or faulty goods, missing items or goods sent in error: tell us promptly with the order details and, where available, photographs, and keep the packaging if you can.

6. How to contact us

6.1 Silentwatcher Ltd, trading as Crema Aroma, Unit 1 Crofthead Centre, Templar Rise, Livingston EH54 6DG. Email cs@cremaaroma.shop, telephone 01506 237 555, usually Monday to Friday, 10am to 5pm.

7. Cancellation form (consumers)

You may use this form to cancel, but you do not have to; any clear statement, such as an email, a telephone call or a letter, is enough.

To Silentwatcher Ltd, trading as Crema Aroma, Unit 1 Crofthead Centre, Templar Rise, Livingston EH54 6DG, cs@cremaaroma.shop:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*] / received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.