Refund policy
Last updated: 8 September 2026
This policy applies to products purchased from London Coffee Cups Limited through www.londoncoffeecups.com. It distinguishes customers buying for personal or household use (“Consumers”) from customers buying wholly or mainly for business purposes (“Business Customers”).
1. Faulty, damaged, incorrect or misdescribed products
Please email hello@londoncoffeecups.com promptly with:
- your order number;
- a description of the problem;
- the quantity affected; and
- photographs of the product, packaging, label or damage where reasonably possible.
Keep the products and packaging while we investigate. We may ask for batch information or arrange collection.
If products are faulty, damaged in transit, incorrect or not as described, we will provide the remedy required by law. Depending on the circumstances, this may be a replacement, repair, price reduction or refund. We will pay reasonable return or collection costs for a confirmed fault or fulfilment error.
Nothing in this policy reduces a Consumer’s statutory rights.
2. Consumer change-of-mind cancellation
Consumers who buy online will usually have 14 days after delivery to tell us that they wish to cancel, without giving a reason. If an order is delivered in separate instalments, the period normally runs from delivery of the last item.
Email hello@londoncoffeecups.com with a clear cancellation statement before the 14-day period expires. You may use the model form at the end of this policy, but you do not have to.
After notifying us, return the products within a further 14 days. Contact us before sending anything so that we can confirm the correct returns address and instructions. The registered office is not necessarily the returns warehouse.
3. Exceptions to Consumer cancellation rights
The statutory change-of-mind right does not apply in certain cases, including:
- products made to your specifications or clearly personalised; and
- sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed, where the legal exception applies.
Opening an outer delivery carton does not automatically remove cancellation rights. Any hygiene exception will be applied only where the product was supplied sealed, the seal has been broken and the legal conditions are met.
These exceptions do not affect rights where products are faulty, damaged, unsafe, incorrect or misdescribed.
4. Condition of change-of-mind returns
Please keep products unused, complete and, where possible, in their original packaging. You may inspect a product in the same way you reasonably could in a shop.
We may reduce a Consumer refund only where handling beyond what is reasonably necessary has reduced the value of the products.
5. Return costs
For a Consumer change-of-mind return, the Consumer pays the direct cost of returning the products unless we agree otherwise. Use suitable protective packaging and obtain proof of postage. We are not responsible for avoidable damage caused by inadequate return packaging.
We pay reasonable return or collection costs where products are confirmed to be faulty, damaged in transit, incorrect or misdescribed.
6. Refund timing and method
For a valid Consumer cancellation, we will refund the product price and any standard outbound delivery charge paid. Standard delivery is currently free, so there will normally be no outbound delivery charge to refund.
We will make the refund without undue delay and no later than 14 days after we receive the returned products or, if earlier, 14 days after you provide evidence that they were sent back. We may withhold the refund until we receive the products or evidence of return.
Refunds are made to the original payment method unless expressly agreed otherwise. Banks and payment providers may take additional time to display the credit.
7. Exchanges
If you want a different product, the simplest process is normally to return the eligible item and place a new order. We may agree a direct exchange where stock and delivery arrangements allow.
8. Business Customer returns
Business Customers do not have the statutory Consumer change-of-mind cancellation right.
A Business Customer may ask us to accept an unused, unopened, complete and resaleable product, but a return is not authorised unless we agree in writing. Any return arrangements and costs will be confirmed in writing before the return is accepted. Products sent without authorisation may be refused.
This section does not affect a Consumer’s statutory cancellation rights or remedies for products that are faulty, damaged in transit, incorrect or not as described.
9. Bespoke and personalised products
Bespoke or custom-printed products cannot normally be returned because of a change of mind once production has started or where they are made to an approved specification. If bespoke products are faulty or do not materially match the approved specification, contact us promptly so that we can investigate and provide the appropriate remedy.
10. Model Consumer cancellation form
Complete and send this only if you wish to cancel a Consumer contract:
To: London Coffee Cups Limited, Unit 25, 12 Horn Lane, London, England, SE10 0RT
Email: hello@londoncoffeecups.comI give notice that I cancel my contract of sale for the following goods:
[describe the goods]Order number:
Ordered on / received on:
Consumer name:
Consumer address:
Signature (only if sent on paper):
Date:
11. Contact
London Coffee Cups Limited
Company number: 15758931
Registered in England and Wales
Registered office: Unit 25, 12 Horn Lane, London, England, SE10 0RT
Email: hello@londoncoffeecups.com