Refund policy

We can only accept returns on stock items of merch and equipment, provided they have not been opened or damaged. The cost for the return is your responsibility and shipping costs for the original order will be deducted from any refund; please ensure you have proof of shipping from whichever carrier you choose, without this, we cannot guarantee a solution. Return queries on these products must be raised within 28 days of delivery (tracked through our carrier).
Please be aware that “Pre-Order” items are made-to-order (“MTO”) and are non-refundable; a credit note may be offered for items that you no longer require if the query is raised within 7 days of ordering. Please see our terms of service for more information on MTO items.

Coffee returns:

Due to its perishable nature, we cannot accept the return of any coffee. We are pretty confident that you will enjoy our beans, but if you are unhappy with your product, please reach out so we can try and remedy the problem with either a replacement or a refund. Coffee queries like this must be raised within 7 days of delivery (tracked through our carrier).

Equipment and coffee brewing returns:

Returns must be authorised. Please email stating the SKU, quantity and reason for your return. to hello@highgrade.coffee

Please note that return postage must be covered by the customer and we advise to use a trackable shipping service.

All returned Goods must be unused, in the same condition and original packaging, as received by the customer. 

Any returns will be subject to a return fee which will be deducted from your credit / refund:

We are a small business and take pride in what we do.

We do what we can to ensure you enjoy your shopping experience with us, but if you do have any issues, we would prefer to remedy the situation with either a credit note or a replacement if the product is faulty. Please get in touch: hello@highgrade.coffee and we’ll do our best to make sure you’re happy.