Refund policy

Last updated: 25 September 2026

This policy applies to UK orders from The Nairobi Coffee and Tea Company Limited (company number 00399998), trading as Nairobi Coffee & Tea Co. Your statutory consumer rights are not affected.

Changing your mind

For eligible online purchases, you may cancel without giving a reason by telling us within 14 days after you receive your goods. If an order is delivered in separate parts, the cancellation period ends 14 days after you receive the last part. After telling us, send the goods back within a further 14 days.

Email sales@nairobi-coffee.co.uk, call 01923 234561, or write to the address below. Please include your name, order number if available, and the items you wish to return. A clear statement that you wish to cancel is sufficient; our agreement or a return authorisation is not a condition of exercising your statutory right to cancel.

For a change-of-mind return, you pay the direct cost of returning the goods. Please pack them securely and keep evidence of posting. Handle the goods only as necessary to establish their nature, characteristics and functioning. We may make a deduction permitted by law for loss of value caused by handling beyond this. Please keep food packaging sealed where possible, but this does not remove any statutory rights.

Cancellation rights have legal exceptions, including goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. These exceptions apply only where the particular product meets the legal criteria; we do not treat all coffee or food as automatically excluded. Your rights concerning faulty, damaged or misdescribed goods remain.

Return address

The Nairobi Coffee and Tea Company Limited
Returns
1a Shakespeare Street
Watford
Hertfordshire
WD24 5RY
United Kingdom

Refunds after cancellation

We will refund you using the original payment method, unless you expressly agree otherwise, without a refund fee. We will make the refund within 14 days after we receive the returned goods or you provide evidence that you have sent them back, whichever is earlier. If no goods were supplied, we will refund within 14 days after you tell us you are cancelling.

When you cancel a whole order, we also refund the cost of our least expensive standard delivery option available for that order. If you chose a more expensive service, such as next-day delivery, the additional delivery cost is not refundable for a change-of-mind cancellation. Any lawful deduction for diminished value will be explained.

Faulty, damaged, incorrect or misdescribed goods

Contact us promptly if there is a problem with your order. Please provide your order details and explain the issue; photographs may help us resolve it but do not replace your legal rights. We will arrange an appropriate remedy under UK consumer law and cover reasonable return costs where goods are faulty, damaged, incorrect or not as described. Please contact us so we can arrange the return method.

In general, you have a short-term right to reject faulty goods within 30 days, subject to the rules applicable to the goods. Other rights to repair, replacement, a price reduction or a refund may apply afterwards. This policy does not limit those rights, and sale items have the same statutory protection.

Subscriptions

You can cancel future subscription renewals at any time without a cancellation fee. Cancel before the next scheduled payment through your customer account, or contact us for help. Cancelling future renewals does not automatically cancel or refund an order already processed. This returns policy and your statutory rights apply to those orders. Read our subscription cancellation policy for details.

Optional cancellation form

You may use the wording below by email or post, but you do not have to use this form:

To The Nairobi Coffee and Tea Company Limited, 1a Shakespeare Street, Watford, Hertfordshire WD24 5RY, United Kingdom; sales@nairobi-coffee.co.uk.
I give notice that I cancel my contract for the following goods:
Ordered on / received on:
Order number (if available):
Customer name:
Customer address:
Date:
Signature (only if sent on paper):