Below is an overview of things that you might like to know when you are shopping on our site. Within our Terms & Conditions you will find specific details relating to all areas of your transaction with us and should there be a conflict between this summary and the Terms & Conditions, the latter will always apply.
Pricing
Prices shown on our website lead with the VAT exclusive price and show the inclusive price in smaller text. This is because many of our customers are purchasing for a business where VAT can be reclaimed. Coffee is not subject to VAT. If you require a VAT receipt please get in touch.
Pack Sizes
Coffee packs are in the main 450g. This is larger than many retail packs which are usually 200g or 250g packs. Pura Decaf is supplied as a 250g pack as we find customers use this less frequently, so the smaller pack size ensures freshness.
Keeping Your Coffee Fresh
Your coffee will reward you if you ensure that having opened a bag you fold it and seal to keep the air out. It should then be stored in a cool cupboard away from light and moisture.
Delivery
We aim to deliver:
- Coffee within 3-5 days
- Traditional machines and Piccino grinder within 1-2 weeks (longer for special colours)
- Bean-to-cup machines, other grinders and accessories within 3-5 days
When you place your order with us you will receive an order confirmation by email confirming we have received it. We will be in touch on the next working day to confirm acceptance of your order, the delivery status and to make specific delivery arrangements where necessary.
If your order is time critical, then feel free to get in touch prior to placing your order, so we can plan to meet your requirements.
Delivery Charges
If your order comes to more than £20 ex vat your delivery is free.
£20 ex vat or less and there is a delivery charge. This is specified on our website at the time of your placing an order.
Returns
We hope you will be happy with your goods. In the event of a problem, here’s what you need to do. It is important you refer to our Terms & Conditions for full details.
In the unlikely event of receiving a faulty, damaged or incorrect item, you must advise us within seven days of receipt and we will issue a credit or a replacement. If this is the case please accept our apologies.
If you are not satisfied with any of our products (excluding coffee and other food or perishable items), or they are not as you expected on receipt of delivery, you may return them in perfect resaleable condition and complete packaging, for a full credit excluding carriage. This applies only within the UK mainland.
You must notify us that you wish to return the goods within 14 days of receiving them. You will need to return the goods within 14 days of notifying us. We will process your refund within 14 days of receiving the goods back.
Returns, other than in the case of faulty, damaged or incorrect items, are returned at your own expense. It is your responsibility to pack them in order that they reach us in the same condition as you received them. At our discretion no credit will be issued, or a repacking charge levied, should there be a failure to return goods in perfect resaleable condition.
Coffee will deteriorate over time and of course is a consumable. For this reason, we are unable to accept returns other than in very specific cases such as faulty goods or an error on our behalf.
In any event, prior to making a return please contact us by email at direct@roastandground.co.uk, by phone on 020 8397 8676, or via our contact form on this website. We are unable to accept returns unless we have been notified in advance and we have provided you with the necessary returns’ documentation.
Warranties
Equipment is covered by the manufacturer’s warranty. In some cases, a machine warranty only covers a specific volume of drinks or may vary depending on how equipment is being used. This in the main is to prevent a machine being used for commercial activity, such as in a café, when it hasn’t been designed for this purpose. Where there are specific warranty volume or situation restrictions, we have highlighted some of these in the Frequently Asked Questions for each machine.
In any event it is the responsibility of the buyer to ensure that the machine they are purchasing is fit for the intended purpose and in line with the guidance given on the website. Overuse could invalidate your warranty, so it is important to use equipment for which it was designed. If you are in any doubt please contact us for advice before purchasing.
Coffee Machine Maintenance
Coffee machines will require descaling and cleaning in line with the manufacturers instructions and using the recommended products. When you receive your machine please follow the manufacturers’ instructions as in some extreme cases lack of maintenance can lead to the warranty becoming invalid. Good maintenance will help machine reliability and drinks will often taste better.
We love talking coffee. Please do get in touch on the chat, by email direct@roastandground.co.uk or by phone 020 8397 8676 (during working hours).
E&OE November 2020