Returns & Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible and include your order number.

We’ll make every effort to stop the order. If it has already entered dispatch, you may need to return it in accordance with the policy below.

You may tell us that you wish to cancel an eligible online purchase within 14 days of receiving it. You then have a further 14 days in which to return the item.

Coffee and other food products must remain sealed, unused and in their original condition. For food-safety and hygiene reasons, we cannot accept a change-of-mind return once a product’s seal has been broken. This does not affect your rights if the product is faulty, damaged or not as described.

To arrange a return, email contact@astericoffee.com before sending anything back. We’ll provide the correct return address and instructions.

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it. We recommend using a tracked service, as returned goods remain your responsibility until they reach us.

Please contact us promptly if your order:

• Arrives damaged
• Contains an incorrect item
• Is faulty or not as described
• Appears to have been compromised in transit

Include your order number and, where possible, clear photographs of the parcel, packaging and affected product. Please retain the packaging until we have resolved the matter.

Depending on the circumstances, we’ll arrange an appropriate replacement or refund. We will cover reasonable return costs where goods are faulty, damaged or supplied incorrectly.

Approved refunds will be issued to the original payment method without undue delay and ordinarily within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back.

Where an eligible order is cancelled in full, we’ll also refund the cost of our standard delivery service. Any additional amount paid for an enhanced or express service is not normally refundable.

CoffeeBank keeps the money you deposit separate from the promotional CoffeeInterest added by Asteri.

If an order paid through CoffeeBank is cancelled or refunded, your account will, as far as reasonably possible, be returned to the position it was in immediately before that transaction. Any customer-deposited funds and CoffeeInterest used for the purchase will be restored to their respective balances. Any amount paid by card or another external payment method will be refunded to the original payment method.

If reversing a transaction affects purchases made afterwards, those transactions may be recalculated in the order in which they occurred. If this produces a negative CoffeeInterest balance, the corresponding amount may be deducted from the customer-deposited balance to return the CoffeeInterest balance to zero before any cash withdrawal is made.

CoffeeInterest is promotional coffee credit. It is not customer-deposited money and cannot be withdrawn or refunded as cash.

You may cancel your CoffeeBank membership at any time. Cancellation will stop future monthly deposits.

When cancelling, you may choose either to:

• Withdraw the remaining money you deposited; or
• Leave your balance in your Asteri account to spend later.

If you withdraw your customer-deposited balance, all remaining CoffeeInterest will be removed before the refund is processed. The refundable amount will therefore consist only of money you paid into CoffeeBank, less any of those funds already spent or otherwise properly deducted.

If you cancel future CoffeeBank deposits but leave your money in your account, your remaining customer-deposited funds and CoffeeInterest will stay available for use, subject to the CoffeeBank Terms.

You may also request a withdrawal without cancelling CoffeeBank. Where you do so, the CoffeeInterest associated with the amount withdrawn will be removed. The detailed calculation will be shown or confirmed before the withdrawal is completed.

Approved withdrawals will be returned to the original payment method where possible. We may need to carry out reasonable account and payment checks before processing a withdrawal.

Asteri Collective membership, CoffeeBank and Asteri Ritual can all be managed or ended through your account. Ending them stops future payments but does not automatically refund a membership period, a deposit already taken, or a Ritual delivery that has already been paid for or is in preparation.

This does not affect any cancellation or refund rights provided by law.

CoffeeInterest remains available while your CoffeeBank account is active. If your account becomes inactive, we may expire unused CoffeeInterest or close the account, but we will give you reasonable notice before doing so.

Money you have deposited into CoffeeBank does not expire and will not be forfeited merely because your account has been inactive. You may request the return of your remaining customer-deposited balance, subject to any necessary account and payment checks.

For these purposes, a CoffeeBank account is considered inactive when no deposits have been made and the balance has not been used toward a purchase for 24 consecutive months.

Customer-deposited CoffeeBank money does not expire or become forfeited solely because the account is inactive. Separate rules apply to promotional CoffeeInterest, as explained in the CoffeeBank Terms.

Nothing in this policy limits your rights under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

For help, contact contact@astericoffee.com and include your order number where applicable.