Our 60-day money-back guarantee

We want you to love your coffee. If you don't, tell us within 60 days of your order arriving and we'll give you a full refund. You don't need to send the coffee back. We'd love to hear what didn't work for you, because every reason helps us make better coffee. Sharing one is up to you, and your refund never depends on it.

What's covered:

• Your first order of each Balance Coffee product, so you can try everything risk-free.

• On a subscription, the guarantee covers your first delivery. You can still skip, swap or cancel your subscription at any time.

• The full amount you paid for the coffee, including any delivery charge on that order. Orders placed with a discount code are covered too.

What isn't covered:

• Repeat orders of a product you've already claimed on.

• Subscription deliveries after your first.

• Free gifts, gift cards and accessories. Accessories are covered by the returns section below.

One guarantee claim per product per customer or household.

How to claim

Email support@balancecoffee.co.uk with your order number within 60 days of delivery. We'll confirm by email and refund you to your original payment method within 7 days. Your bank may take a few more days to show it.

Damaged, faulty or wrong items

If anything arrives damaged, faulty or isn't what you ordered, email support@balancecoffee.co.uk within 7 days of delivery with your order number and a photo. We'll send a replacement or give you a full refund, whichever you prefer. You won't need to send any coffee back.

If we sent you the wrong pods or mushroom elixirs, we'll email you a free prepaid label to return the unopened box. We'll send your refund or replacement as soon as the box is back with us.

Changed your mind before opening?

Under UK law you can cancel an order within 14 days of delivery. For coffee, this applies to bags that are still sealed. Once a bag is opened, the 60-day guarantee above covers you instead.

Email support@balancecoffee.co.uk first so we can log your return. We'll email you a free prepaid return label. Send the unopened items back within 14 days of cancelling. We'll refund you within 7 days of receiving them, including the standard delivery charge on the original order. Please don't post anything back before contacting us, as we can't process parcels we weren't expecting.

Accessories such as mugs can be returned the same way within 60 days, unused and in their original packaging.

Exchanges

We can't swap items directly. Return sealed items as above and place a new order for the product you'd prefer.

Subscriptions

You can skip, swap or cancel your subscription at any time from your account or by emailing us. If a renewal charges and you meant to cancel, email us before the order ships and we'll refund it in full. Once an order has shipped, the sections above apply.

Orders outside the UK

The guarantee applies worldwide. We can't refund import duties or taxes charged by your local customs. If you're in the EU, you also have 14 days from delivery to cancel an order of unopened items for any reason.

Your legal rights

This policy is in addition to your statutory rights under the Consumer Rights Act 2015, and it doesn't affect them.

Balance Coffee is a trading name of PureVibe Wellness Ltd, registered in England and Wales, company number 15461410. Questions: support@balancecoffee.co.uk.

Guarantee line for the product page: 60-day money-back guarantee on your first order of each product. No return needed. See terms