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Refund policy
REFUND & RETURNS POLICY
Last Updated: 26 June 2026
At ELEVEN, we take great pride in the quality and freshness of our coffee. If there is an issue with your order, please contact us and we will do our best to resolve it quickly.
RETURNS
As our products are food items, we cannot accept returns of any coffee products that have been opened, used or consumed.
If your coffee arrives damaged, defective, incorrect, or there is an issue with your order, please contact us within 14 days of delivery at:
Please include your order number and, where applicable, photographs of the issue so we can investigate and resolve the matter as quickly as possible.
RETURN REQUESTS
To request a return, refund or replacement, please contact us at contact@drinkeleven.co.uk.
Return instructions and the appropriate return address will be provided if a return is required.
Items returned without prior authorisation may not be accepted.
DAMAGED, INCORRECT OR FAULTY ITEMS
Please inspect your order upon arrival.
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible so we can assess the issue and arrange a suitable resolution.
REFUNDS
Where a refund is approved, it will be issued to the original payment method used when placing the order.
Refunds are typically processed within 10 business days of approval, although your bank or card provider may take additional time to complete the transaction.
EXCHANGES
Due to the nature of our products, we do not offer direct exchanges.
If there is an issue with your order, please contact us and we will advise on the most appropriate resolution.
NON-RETURNABLE ITEMS
The following items cannot be returned:
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Opened coffee products
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Used coffee products
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Gift cards
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Sale or clearance items
YOUR STATUTORY RIGHTS
Nothing in this policy affects your statutory rights under UK consumer law.
CONTACT US
For any questions regarding returns, refunds or damaged products, please contact:
ELEVEN is a trading name of DRINKELEVEN LTD.
DRINKELEVEN LTD
Office 1532
60 Tottenham Court Road
Fitzrovia
London
W1T 2EW
United Kingdom
Company Number: 17299722