Returns, Refunds and Guarantees
If you feel like your item wasn't as described, is faulty, or needs to be returned to us you can do so. Please follow the Request Return link below.
Returns Address: 31 Market Place, Ringwood, BH24 1AN
Please note: We cannot accept returns of used items, consumables, or perishable goods including coffee.
We offer a 30 day returns policy from the date of delivery or being available for collection. The product must be unused, in original packaging and in saleable condition. We aim to refund you within 5 working days of receipt of the returned item although it may take your bank longer to process the refund. We will refund you by the means of the original payment. It is your responsibility to get the item back to us in good condition and it is your responsibility until we receive it. Due to this please ensure you pack your item well and get a proof of postage. Please note this policy excludes coffee. You can find our full delivery and returns policy here.
Please Request a Return on this link and await confirmation from us.
The product must be unused, in original packaging and in saleable condition. We aim to refund you within 5 wokring days of receipt of the returned item although it may take your bank longer to process the refund. We will refund you by the means of the original payment. It is your responsibility to get the item back to us in good condition and it is your responsibility until we receive it. Due to this please ensure you pack your item well and get a proof of postage.
As our customers require prompt shipment we process all orders immediately, even outside of our office hours (Mon-Fri 9am to 5pm). This means we are unable to stop your order shipping so please take care when ordering. We are more than happy to accept the item back as an unwanted item as long as it meets our returns policy. It is your responsibility to pay for the return shipping cost. If you have placed your order in office hours, please call 01202 619 500 and we will try to prevent the item shipping from our warehouse. It is not possible to action cancellation requests by email as they are time sensitive.
If your item is faulty we would be happy to process a replacement if the item was purchased from baristaandco.com. You can do this by requesting a return in Your Account. If we require the item back we will contact you, if not we will simply send a new item. Please check it is within our guarantee period and covered by our guarantee. If it is not we are unable to offer a return or replacement. PLEASE NOTE: if the item was purchased from a retail partner they are responsible for the return and you should contact them.
Unfortauntely as we did not take payment for the goods and the contract is between the purchaser and the retailer we are unable to process. You should refer to the returns policy of the retailer it was purchased from.
Absolutely, we want to ensure you get the right product. Once we receive the item back unused, in original packaging and saleable condition we can arrange a full refund. We will then send a link to the item(s) you require so you can make payment for that item, we will not charge delivery for the second order as long as the value is over £20. It is your responsibility to get the exchange back to us so please do pack well and get a postage receipt. We cannot offer exchanges on coffee. Request Exchange.
Unfortunately we are not able to accept refunds or exchanges for items that have been used or the original packaging has been damaged. If we suspect the item has been used or can see it has been used we will not process a refund and the item will be sent back to you at your cost or you can arrange collection.
Our standard manufacturers guarantee is 1 year however many of our products have an extended guarantee and you can find this on the product page. You can find what is covered by our Guarantee here.
Like all manufacturers of glass we are unable to offer a guarantee on glass due to the very nature of the material. If you receive a new product and the glass is broken we will replace this for you as long as the damage is reported within 5 working days of receipt as shown on your tracking information. Most glass products will last for many years however we would also suggest buying a replacement when buying a product as it is common for breakages to occur and this will reduce your shipping costs if this does happen. If you sign up for our newsletter you get a 10% discount on spares (excluding grinder burrs). You can find this on the bottom right of every page and your follow up email will include a discount code.
You can find details of our guarantee policy here. This includes the items and incidents that are covered and omitted.