Refund policy
Returns
If our product isn't for you, you're 100% covered — simply send it back within 30 days for a quick, no-hassle refund. Please send us an email at support@geniuscoffee.com notifying us of your return. Please note, for multiple orders/ packets, we require all remaining unopened packets to be returned prior to issuing a refund.
*Please note that we do not cover any returns costs (unless this being our error), or supply return slips*
For any return questions, please contact us at support@geniuscoffeeco.com.
Damages, Missing Items, and issues
We do apologize if you have received a damaged product. This is not common and we hope to solve your matter quickly and efficiently. If your product is defective then please notify us on support@geniuscoffeeco.com within a maximum of 10 working days of receiving your order, to notify us that you will be returning your product for an exchange and to receive a returns form.
If your order contains missing items upon delivery, please let us know via email at support@geniuscoffeeco.com within a maximum of 10 working days.
Please note, all instances of missing or damaged items must be reported within a maximum of 10 working days upon receipt of your purchase, should this time be exceeded we may not be able to refund or replace your item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Upon approval, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 7-10 working days of the refund being confirmed by our team to you.
We cannot refund any item if
Any item is not in its original condition, is damaged, opened, or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery, this does not apply if there have been delays in this coming back to us providing we can see on the tracking information the return was issued before the time given.
We kindly ask that you ensure the item is posted in a padded envelope to ensure that it is returned in the same condition as it was delivered, as damaged items are not eligible for a refund.
Late or missing refunds (if applicable)
If you haven’t received a refund within 7-10 working days of our team confirming your refund approval, we ask that you first check your bank account again, and then contact your credit card company as it may take some time before your refund is officially posted.
We then ask you to contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@geniuscoffeeco.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please ensure to make our team aware first by sending us an email at support@geniuscoffeeco.com and we will arrange this for you.
Changed your mind about your order?
If you have decided that you no longer wish to receive your order or this was done by mistake and this has yet not been received, we advise you to refuse the order upon delivery to avoid return fees for yourself. If this is accepted and you still wish to return this to us please note that we do not cover the return shipping costs of this for you.
Returning your order
To return your product, please mail your product to:
319 The Copper House, 25 Strand Street, Liverpool, L1 8AT.
You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable therefore upon payment of your refund, where applicable, the cost of return shipping will be deducted from your refund.
Depending on your location, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £50, we advise you to consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item.
Subscriptions
Subscriptions are charged in advance, once payment has cleared your subscription will be issued via standard delivery. Subscriptions can be cancelled at any time, and refunds are applicable to our standard refunds process. By purchasing a subscription, you are agreeing to continue to make regular orders on the frequency basis of your subscription selection. All applicable terms and notices are provided at the time of purchasing your subscription and remain valid unless stated otherwise.
