Returns Policy
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Your Satisfaction Matters
At Capybara Coffee, we want every sip—and every shopping experience—to be a great one. If something’s not right, we’ll do our best to make it right. Below, you’ll find all the information you need about our returns and refunds process, including timeframes, instructions, and what to expect.
Our Returns Promise
We offer a 28-day return window for refunds or exchanges on items that are unopened, unused, and in their original packaging.
If your item becomes faulty within 170 days of purchase due to a manufacturing issue, you can return it to us free of charge for a replacement or refund. Just return the item securely packaged, and we’ll take care of the rest.
How to Return an Item
Complete the returns form (available by emailing us at info@capybaracoffee.shop).
Package the item safely, including all original packaging, inserts, and instructions.
Use our free UK returns service (details will be provided in the returns form).
Keep your proof of postage until your return has been processed.
If you do not use our free returns service, we cannot refund the cost of postage.
International Customers
Unfortunately, we are unable to reimburse return postage for international orders unless the item is faulty. Please contact us before sending your return so we can advise on the best process for your location.
Returning an Unused Item
Make sure your product is:
Unopened, unused, and in its original condition
In its original packaging with all leaflets and instructions intact
Returned with your refund or exchange request clearly stated
Once we receive your item, we’ll process your return and notify you via email. If there are any issues (e.g., missing packaging or signs of use), we’ll be in touch to resolve them.
Returning a Faulty Item
If you believe your item is faulty:
Contact us first at info@capybaracoffee.shop or call us on (+44) 7593-850945
Let us know the issue and include photos if possible
Ensure all packaging, inserts, manuals, and accessories are returned with the product
If the item has been used, please clean it thoroughly before sending it back
Once received, we will inspect the item. If found to be faulty, we’ll issue a refund or replacement. If no fault is found, the item will be returned to you at your own cost.
Important Hygiene Notes
Due to health and safety policies, we cannot accept returns of perishable goods (e.g., opened coffee or tea) unless they are faulty. We also do not accept returns of gift cards or items where the hygiene seal or packaging has been removed, unless faulty.
Refunds Timeline
Refunds are processed as soon as we receive and approve your return
You will be notified once your refund is issued
It can take up to 5 working days to appear in your bank account, depending on your payment provider
All refunds are issued via the original payment method