Guarantee

If you change you mind and no longer need your Norlo coffee you can send it back to us within 30 days. This means you have 30 days after receiving your item to request a return. We can only accept returns for unopened coffee products that are in the same condition in which they were delivered.

To return your coffee, you can contact us at hello@norlo.co.uk. Please be advised that we are not responsible for the cost of return postage, unless the reason for the return is for defective or unsatisfactory condition on arrival. We will first need to be notified via email of items being sent back to us. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can fix the issue.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you send your coffee back and the coffee refill bag has been opened then sadly we cannot accept the return.