Terms & Conditions
Terms and conditions · Last updated 8 September 2026
1. Who we are
1.1 This website, www.cremaaroma.shop, is operated by Silentwatcher Ltd, trading as Crema Aroma, a private limited company registered in Scotland under company number SC459334. Registered office: 60 Ambrose Rise, Livingston EH54 6JT. VAT registration number GB220600275.
1.2 We trade from Unit 1 Crofthead Centre, Templar Rise, Livingston EH54 6DG. You can reach us at cs@cremaaroma.shop or on 01506 237 555; the office is usually available Monday to Friday, 10am to 5pm. "We", "us" and "our" mean Silentwatcher Ltd; "you" means the person or business placing an order.
2. These terms
2.1 These terms apply to every order placed through this website, by telephone, by email or by purchase order. By placing an order you agree to them. Our refund policy and delivery information form part of these terms. Our privacy policy explains how we use personal data.
2.2 Sections 6 and 7 apply to consumers: individuals buying wholly or mainly outside their trade, business, craft or profession. Section 8 applies to business purchases: purchases made wholly or mainly for a trade, business, craft or profession. Whether you buy as a consumer depends on the purpose of the purchase, not on whether you hold a trade account. Nothing in these terms limits the rights the law gives you as a consumer.
3. Ordering
3.1 When you place an order online you will receive an email acknowledging it. That email is not acceptance of your order. We accept your order, and the contract is made, when we dispatch the goods (or, for collection, when we tell you the order is ready).
3.2 We may decline an order, or part of it, where an item is out of stock, where we cannot take or verify your payment, where there has been a pricing or description error, or where our checks on the order fail. If we have taken payment for an order we do not accept, we refund it in full.
3.3 If you want to change or cancel an order before dispatch, contact us straight away. Once the goods have been dispatched, section 6 (consumers) or section 8 (business purchases) applies.
4. Prices and payment
4.1 Prices are shown in pounds sterling and include VAT at the rate that applies to each product. The total price, including VAT and any unavoidable charges, is shown before you place your order. Delivery depends on your postcode and the weight of your basket: we say so beside the price, show the delivery services and prices on the delivery information page, and show the calculated total at the checkout before you pay. Standard parcel delivery is free on UK mainland orders over £59 including VAT. For telephone and email orders we confirm the total before you place the order.
4.2 Payment is taken before dispatch, however you order: online at the checkout, or for orders placed by telephone or email, by card over the telephone, by card payment link or by bank transfer. We do not store card details ourselves. Special orders, which are goods we bring in for you, are paid in advance.
4.3 We may correct an obvious pricing error before we accept your order; if we do, we will tell you and give you the choice of confirming the order at the correct price or cancelling it for a full refund.
4.4 Where a discount code or voucher has been applied, any refund is of the amount you actually paid.
5. Delivery and collection
5.1 We deliver within the United Kingdom only. In-stock orders paid before 3pm on a working day are dispatched the same day, public holidays excepted. The dispatch day and the delivery day are not the same thing.
5.2 We use Parcelforce, InPost and Evri; trade parcels go by Parcelforce Next Working Day where that service is available. Carrier delivery times are estimates unless we expressly agree a delivery date with you, and the carrier’s timing is not something we can guarantee. If you are a consumer and we have not delivered within 30 days of your order, or within another period expressly agreed with you, you may cancel the order and we will refund you in full; this does not affect your other statutory rights if delivery is late.
5.3 The goods remain at our risk until you, or a person you have named to receive them, take physical possession of them.
5.4 Other UK areas and pallet deliveries are quoted individually; pallet delivery is usually free, and the arrangements and any charge are confirmed for each order. You can collect from Livingston by arrangement in advance.
6. Consumers: changing your mind
6.1 As a consumer you have the right to cancel an order for goods within 14 calendar days without giving a reason. The 14 days run from the day after you, or a person you named, receive the goods; where an order is delivered in several parts, from the day after you receive the last part.
6.2 To cancel, tell us clearly before the 14 days end, by any clear statement, for example an email to cs@cremaaroma.shop, a telephone call or a letter, or with the cancellation form in our refund policy. A cancellation sent before the deadline counts even if it reaches us later. You then have 14 days to send the goods back or hand them to us. For a change-of-mind return you bear the direct cost of returning the goods; if we deliver your order on a pallet, we tell you the cost of returning it, or a reasonable estimate, before you order.
6.3 The right to cancel does not apply, or is lost, for: 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); coffee ground to order, or other goods made to your specification or personalised; and goods liable to deteriorate or expire rapidly. Unopened coffee, tins and jars with a long best-before date are not excluded simply because they are food or drink.
6.4 We refund the price of the goods and the cost of standard delivery to you within 14 days of receiving the goods back, or of your proof of having sent them, whichever is earlier, using the payment method you used; if no goods have been supplied, within 14 days of being told that you are cancelling. We may deduct only the reduction in value caused by handling beyond what would reasonably be allowed in a shop. The full procedure is in our refund policy.
7. Consumers: faulty, damaged or wrongly described goods
7.1 We are under a legal duty to supply goods that conform to the contract. 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. Nothing in these terms affects those rights.
7.2 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.
8. Business purchases and trade accounts
8.1 A trade account is available to registered UK businesses, including newly registered businesses and sole traders; VAT registration is not required. We review every application and may decline one at our discretion; accounts are usually open within one to two working days. Account pricing applies only to an activated trade account while the account holder is signed in; public prices and quantity discounts remain available to everyone.
8.2 Neither an application nor an activated trade account creates a credit account, payment terms, a minimum order, a reserved quantity, an exclusive territory or any other commitment beyond these terms. Orders are paid before dispatch; we do not offer credit accounts or payment terms. A purchase order is welcome and does not change when payment is due.
8.3 If you buy wholly or mainly for your trade, business, craft or profession, the consumer rights in sections 6 and 7 do not apply. Instead: 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.
8.4 Goods we source specially for you are paid in advance and cannot be returned because you have changed your mind. A forecast of your requirements is welcome; a reserved quantity of a standard product is a separate written agreement.
8.5 As far as the law allows, our liability to a business customer for any order is limited to the price paid for the goods in that order, and we are not liable for loss of profit, loss of business or any indirect or consequential loss. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything the law does not allow us to limit.
9. Product information
9.1 We take care that descriptions, prices and images are correct, and product information comes from the makers. Colours and packaging may differ slightly from the images. For prepacked food, all mandatory food information except the best-before date is available before you order, on the product page or through another clearly identified route at no extra cost, and the required labelling accompanies the goods.
9.2 Information about brewing, doses and quantities is given as a guide only.
10. Reviews
10.1 We invite customers to review products after a purchase. We do not pay for reviews, and fake reviews and reviews that conceal an incentive are not allowed. Before publication we check reviews for signs of these and for abuse, spam and content that is not a review; we apply the same rules to positive and negative reviews and do not reject a review because it is negative. If you believe a review is not genuine, tell us and we will investigate and remove it if it is. The testimonials on our Coffee for Business page are published with the permission of the businesses quoted.
11. Our liability to consumers
11.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses if you are a consumer.
11.2 We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, for breach of your rights under the Consumer Rights Act 2015, or for anything else the law does not allow us to exclude.
12. Complaints and disputes
12.1 If something has gone wrong, contact us at cs@cremaaroma.shop or on 01506 237 555 and we will do our best to put it right quickly. We usually reply within one to two working days.
12.2 We are not obliged, and are not prepared, to use an alternative dispute resolution (ADR) scheme. If we cannot resolve a complaint from a consumer, we will tell you so by email or letter, name a certified ADR body competent to deal with your complaint, and confirm that we will not take part. You may also seek advice from Citizens Advice or take a claim to court.
13. Your personal data
13.1 We use your personal data as set out in our privacy policy.
14. General
14.1 We may update these terms from time to time; the terms that apply to your order are the ones on this page when you place it.
14.2 If any part of these terms is found to be invalid or unenforceable, the rest continues to apply.
14.3 If events outside our reasonable control, such as carrier disruption or severe weather, delay delivery, we will tell you. This does not affect your cancellation and refund rights under section 5.2 or your statutory rights.
14.4 These terms, together with the information the law makes part of a consumer contract, are the agreement between you and us for your order; no one else has rights under them except where the law provides otherwise.
15. Governing law and jurisdiction
15.1 These terms, and any dispute or claim arising out of them or your purchase, are governed by the law of Scotland.
15.2 If you are a consumer, you also benefit from any mandatory provisions of the law of the part of the United Kingdom in which you live, and nothing in these terms affects your statutory rights. You may bring proceedings in the Scottish courts or in the courts of the part of the United Kingdom where you live; if we bring proceedings against you as a consumer, we may do so only in the courts of the part of the United Kingdom where you live.
15.3 For business purchases, the Scottish courts have exclusive jurisdiction.