Refund policy
Our Commitment
We want every hand‑brew, espresso shot, or batch of filter coffee to start with equipment in flawless condition. Because of that, we accept returns and issue refunds only when the goods you receive are damaged, faulty.
This policy operates alongside all mandatory EU consumer‑protection laws.
Return Window & Refund Timing
- Notify us within 14 days of receiving your order if the product is damaged or faulty.
- Once we authorise the return, ship the item back using the prepaid label we provide (no courier pick‑ups).
- Refunds are issued within 14 days after we receive the returned item and are processed via your original payment method.
Customer Responsibility for Shipping Details
- You are fully responsible for entering a complete and accurate delivery address, phone number, and e‑mail at checkout.
- burrandbean.com is not liable for parcels lost, delayed, or delivered to an incorrect location due to inaccurate details supplied by the customer.
- No refund or replacement will be provided if an order cannot be delivered or is delivered to a wrong address because of incorrect information entered at the time of purchase.
- If the carrier returns such a parcel to us, we will contact you, you may request re‑shipment at your own expense.
How to Start a Return
- Email info@burrandbean.com with:
- Your order number
- Clear photos of the defect or discrepancy
- We will reply with a prepaid return label and instructions.
- Pack the item securely, ideally in its original outer carton and drop it off at the carrier point indicated on the label.
Exceptions & Practicalities
- Hygiene‑sensitive parts (e.g. burr sets) must be unused and sealed to be eligible, unless they arrived damaged or incorrect.
- Consumables (e.g. cleaning tablets) are not returnable once opened.
- Business customers (B2B) – Our returns policy applies only to consumer purchases; business sales are handled case‑by‑case.