1. Something not right?

If your order arrives damaged, defective, incomplete, different from what you ordered, or affected by an error on our part, please contact hello@romacafe.uk as soon as possible.

Please include:

• your order number;

• a brief description of the issue; and

• where relevant, clear photographs of the product, packaging and any damage.

Each request is reviewed individually. Refund or replacement eligibility will be determined following a reasonable assessment of the circumstances and any supporting information provided.

We may ask for additional information or evidence where reasonably necessary to understand and assess the issue.

Where we identify a product fault, damage, fulfilment error or another valid basis for a refund, replacement or other remedy, we will arrange an appropriate resolution.

Where, following our reasonable assessment, we are unable to identify a fault, damage, fulfilment error or other applicable basis for a refund or replacement, we may decline the request.

This does not affect any statutory rights you may have, including your rights in relation to faulty goods.

​

2. Changing your mind

If you purchase from Roma Cafe online as a consumer, you will generally have a legal right to cancel your order without giving a reason.

For most eligible goods, you have 14 days from the day after you receive the goods to tell us that you wish to cancel. UK distance-selling rules provide this cooling-off period for most online purchases. 

The easiest way to cancel is to email:

hello@romacafe.uk

Please include your order number.

You may also exercise a statutory cancellation right by making another clear statement informing us of your decision to cancel.

Before your order has been dispatched

If you change your mind before dispatch, contact us as soon as possible.

Where we are able to stop the order before it leaves us, we will arrange the appropriate cancellation and refund.

If the order has already entered dispatch or cannot reasonably be stopped, you may need to receive and return it in accordance with this policy.

​

If your order has already been delivered

For a change-of-mind return, the product should be returned in an appropriate condition, taking into account the type of product.

Where applicable, it should be:

• complete;

• with its original packaging;

• with any accessories or instructions supplied; and

• handled only as reasonably necessary to inspect it.

Please take reasonable care of products while they are in your possession.

Customers are entitled to inspect ordinary goods in broadly the same way they could in a shop. If an item is used or handled beyond what is reasonably necessary and this reduces its value, we may make an appropriate deduction from the refund where the law permits. 

Where a specific statutory exception to the right to cancel applies, we may rely on that exception.

​

3. Coffee and other consumable products

For change-of-mind returns involving coffee, we ask that the coffee remains:

• unopened;

• unused; and

• in its original packaging.

This allows us to maintain appropriate quality, traceability and food-handling standards.

If coffee has been opened or used, we will assess the circumstances of the return, including the condition of the product and any reduction in its value.

Where permitted by law, we may make an appropriate deduction from the refund to reflect diminished value or may decline a non-statutory goodwill return.

Opening a product does not remove any separate rights you may have if the coffee is faulty, unsafe, damaged, incorrect or not as described.

​

4. Prefer a different blend?

Changed your mind about the coffee you chose?

Where possible, we may offer an exchange for another Roma Cafe blend as a goodwill option, subject to availability.

To qualify for a change-of-blend exchange, the original coffee must normally be:

• unopened;

• unused;

• in its original packaging; and

• in a condition suitable for resale.

All goodwill exchanges are subject to stock availability and our assessment of the returned product.

If your chosen replacement is priced differently, we will let you know before completing the exchange and either collect or refund the difference as appropriate.

Where an exchange is simply because you have changed your preference, you will normally be responsible for:

• the cost of returning the original product; and

• any applicable delivery charge for sending the replacement.

This goodwill exchange service is separate from your statutory rights.

​

5. Return postage

Where you return an otherwise satisfactory product because you have changed your mind, you will be responsible for the direct cost of returning it to us, unless we agree otherwise.

You should use an appropriate delivery service and we recommend retaining proof of postage.

Where an item is faulty, damaged, incorrect or affected by an error for which Roma Cafe is responsible, we will cover reasonable return costs or arrange another appropriate solution.

We will not require you to pay reasonable return costs that the law requires us to bear.

​

6. Refunds

Where a refund is due under your statutory rights or otherwise approved under this policy, it will normally be returned using the same payment method used for the original transaction, unless another method is expressly agreed.

For a valid change-of-mind cancellation, once you have informed us that you are cancelling, you should return the goods within 14 days.

Where goods must be returned, we will provide any refund due within 14 days of receiving the goods back, or within 14 days of receiving satisfactory evidence that they have been returned, if that happens earlier. 

Where required by law, we will also refund the cost of our least expensive standard delivery option.

If you chose a more expensive delivery service, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service. 

Once Roma Cafe has processed a refund, the time taken for funds to appear in your account may depend on your bank or payment provider.

​

7. Faulty or defective products

Your rights when something is faulty are separate from your change-of-mind rights.

Goods supplied by Roma Cafe must meet the standards required by law, including being:

• of satisfactory quality;

• fit for their intended purpose; and

• as described.

If a product does not meet these requirements, you may have statutory rights to a refund, repair, replacement, price reduction or another remedy depending on the circumstances.

For many goods, consumers have a short-term right to reject faulty goods within 30 days. Further rights may continue beyond that period. 

For products such as food that are reasonably expected to have a shorter useful life, the practical period in which particular rights can be exercised may reflect the nature and expected lifespan of the product.

If you believe something is faulty, please contact us promptly so we can investigate.

Nothing in this policy limits your statutory rights.

​

8. Lost, delayed or damaged deliveries

Delivery times may occasionally be affected by circumstances outside our reasonable control.

If your order is:

• significantly delayed;

• lost in transit;

• marked as delivered but cannot reasonably be located; or

• delivered with obvious transit damage,

please contact hello@romacafe.uk with your order number.

We will review the circumstances and, where appropriate, investigate the delivery with the relevant carrier.

We may ask you to assist with reasonable information required for a courier investigation.

A tracking status alone will not necessarily determine the outcome of a claim. We will consider the available delivery information and the individual circumstances.

Where a parcel has genuinely been lost or damaged before responsibility for the goods has passed to you, we will arrange an appropriate resolution in accordance with your rights.

For normal consumer orders where we arrange the carrier, the risk generally remains with Roma Cafe until the goods come into your physical possession, or that of a person you have identified to receive them. 

​

9. Incorrect delivery details and failed delivery

Please check your delivery details carefully before completing your order.

If you notice an incorrect or incomplete address before your order has been dispatched, contact us as quickly as possible.

We will try to update the address, but we cannot guarantee that changes will be possible once fulfilment has begun.

After an order has been dispatched, we cannot guarantee that its destination can be changed.

Where an order cannot be delivered because:

• incorrect or incomplete delivery information was supplied by the customer;

• the customer failed to collect an order where collection was reasonably required; or

• repeated reasonable delivery attempts were unsuccessful due to circumstances attributable to the customer,

additional delivery charges may apply if the order needs to be sent again.

Any refund, redelivery or additional charge will be assessed according to the individual circumstances.

This does not affect your rights where the delivery problem was caused by Roma Cafe or a carrier acting on our behalf.

​

10. Brewing equipment

For change-of-mind returns involving brewing equipment, the product should be returned:

• unused beyond what is reasonably necessary to inspect it;

• complete;

• with all accessories and instructions supplied;

• in its original packaging where reasonably possible; and

• in a condition suitable for resale.

Opening a box simply to inspect an item does not automatically make it ineligible for return.

However, if equipment has been used or handled beyond what would reasonably be necessary to establish its nature, characteristics or functioning and this reduces its value, we may make a reasonable deduction from the refund where permitted by law. 

For example, there is a difference between inspecting a brewer and extensively using it to prepare coffee before deciding you no longer want it.

If brewing equipment is faulty, damaged, unsafe or not as described, your statutory rights remain unaffected.

​

11. Bundles and sets

Where products are sold together as a bundle or set, a change-of-mind return should normally include all items originally supplied as part of that bundle if you are seeking a full refund for the bundle.

If only one part of a bundle is faulty, damaged or incorrect, contact us before returning anything.

We will assess the issue and advise you on the appropriate resolution.

Where part of a bundle has been opened, used, damaged, retained or is otherwise not returned, this may affect the amount refundable where permitted by law.

Nothing in this section limits your rights where a product is faulty or otherwise fails to meet statutory requirements.

​

12. Proof of purchase

We may request reasonable evidence that the product was purchased directly from Roma Cafe before processing a refund, exchange or replacement.

Suitable evidence may include:

• your Roma Cafe order number;

• order confirmation;

• receipt;

• payment confirmation; or

• another reasonable form of proof of purchase.

For orders made through romacafe.uk, your order number will normally be sufficient for us to locate the transaction.

​

13. Sale, promotional and discounted products

Products purchased in a sale or promotion have the same statutory rights as products purchased at full price. 

A genuine faulty-product claim will therefore not be rejected simply because the product was discounted.

Any additional goodwill benefits offered by Roma Cafe — such as discretionary blend exchanges — may have separate promotional conditions where these are clearly communicated.

​

14. How to make a return

Please contact us before sending an item back.

Email:

hello@romacafe.uk

Please include:

• your order number;

• the item concerned; and

• the reason you are contacting us.

Where a return is required, we will provide the appropriate return instructions and, where applicable, the correct return address.

Please do not send returns to our registered office unless we specifically instruct you to do so.

Sending an item to an unauthorised address may delay the handling of your return.

We recommend obtaining and keeping proof of postage until your return has been resolved.

​

15. Our approach to returns

We want to deal with genuine problems quickly and fairly.

At the same time, Roma Cafe reserves the right to reasonably investigate return, refund, replacement and delivery claims before providing a remedy where the circumstances require it.

We may decline a goodwill or discretionary request where:

• the requirements of this policy have not been met;

• there is insufficient evidence to substantiate the claim;

• we reasonably determine that there is no fault or error attributable to Roma Cafe;

• a product has been misused or damaged after delivery;

• a request is fraudulent, abusive or otherwise not genuine; or

• there is no contractual, statutory or goodwill basis for providing the requested remedy.

We may also take reasonable steps to prevent misuse of our returns process.

This discretion does not apply where the customer has a statutory right to the requested remedy.

That distinction is important: we will protect Roma Cafe against unsupported or abusive claims while honouring genuine consumer rights.

​

16. Model Cancellation Form

You do not have to use this form. You may cancel by any clear statement that validly communicates your decision to cancel.

If you would like to use the model form, complete the following and send it to us.

To:
Roma Cafe Group Ltd
66 Paul Street
London
England
EC2A 4NA

Email: hello@romacafe.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Goods: ______________________________

Order number: _______________________

Ordered on: _________________________

Received on: ________________________

Name of customer: ___________________

Address of customer: ________________

Signature: __________________________
(only required if this form is sent on paper)

Date: _______________________________

The statutory regulations provide a model cancellation form for consumers who have a right to cancel; customers do not have to use the form so long as they make their decision to cancel clear. 

​

17. Contact Roma Cafe

Questions about a return, refund, replacement or cancellation can be sent to:

Roma Cafe Group Ltd
Email: hello@romacafe.uk

Registered in England and Wales
Company number: 17318898

Registered office:
66 Paul Street
London
England
EC2A 4NA

Good coffee should be uncomplicated. Customer service should be too.

Roma Cafe