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Returns and refunds policy

Coffee is a fresh food product, so opened bags cannot be returned. We still want you to love every cup, and this policy explains what we do when you do not.

Not happy with a coffee?

If a coffee is not to your taste, tell us within 14 days of delivery. We will send a different one of equal value for free, one time per order. There is no need to send the first bag back.

Return unopened bags for a refund

Unopened, sealed bags can be returned within 14 days of delivery for a full refund of the product price. Postage back to us is paid by the customer unless the order was wrong.

Wrong or faulty items

If we sent the wrong bag, the wrong grind, or equipment arrived faulty, we cover everything: the replacement, the prepaid label and the original shipping cost.

Equipment returns and warranty

Grinders, kettles and brewers from our brewing gear range can be sent back unused in their original packaging within 30 days. They carry a 2-year manufacturer warranty.

When will I get my money back?

Refunds go back to the original payment method within 5 business days of our approval. Gift card purchases are refunded as store credit.

How to send something back

Write to hello@lumen-coffee.example with your order number, which looks like LC-1042, and tell us what you would like to send back. We answer within 1 business day with the address and, when we pay the postage, a prepaid label.

Parcel lost or damaged on the way? That is covered on the shipping and delivery page. The binding rules are section 4 of the terms and conditions; for anything else, contact us.