Refund policy

Consumable Goods

Due to the nature of the goods we sell, we only replace or refund if the coffee is faulty or damaged. Our customer service team will assess the issue with each order on a case by case basis.

To start a replacement or refund, you can contact us at info@zilvacoffee.co.uk, this must be done within 3 days of receiving your order, for us to be able to investigate. Please send photos and an explanation of any issues on your first contact for us to complete a quick investigation.

Items sent back to us without first requesting a return will not be accepted.

Non Consumable Goods

We aim to provide excellent customer service and flexibility. Most eligible items can be returned within 30 days of receipt. 

All returns must be processed through written email. We will then issue a returns authorisation

Damages and issues

Please inspect your order upon reception and contact us immediately, within 3 days, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, customised items or gift cards.

 

Refunds

We will notify you once we’ve received and inspected your email, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@zilvacoffee.co.uk.

 

Trade Customers

Trade customers are subject to additional or amended terms due to the B2B nature of the relationship.

Returns: Consumer rights do not apply to business-to-business trade accounts, we unfortunately cannot accept and returns of machines once they have been installed. Prior to installation we may, subject to approval, accept the return back minus a 20% restocking fee. Any customised machines will not be accepted back under any circumstances.

Warranty: Machines items carry the manufacturer’s standard warranty. Please contact us for specific details before purchase.

 

These terms and conditions reflect the current policies of Auros Coffee Ltd T/A Zilva Coffee Co. We reserve the right to update them at any time.