Refund policy

Refund policy

Our coffee is roasted and packed to order, so please double-check your format, grind, and bag size before confirming your subscription.

Ordered incorrectly Because each box is prepared specifically for you, we're not able to offer a refund or exchange if an order was placed incorrectly through our website.

Our mistake, damaged, or missing items If we've sent the wrong item, something's missing, or your coffee arrives damaged, email hi@luanacoffee.co.uk with your order number and a photo showing the issue. Once we've confirmed it, we'll send a replacement at no cost. We replace rather than refund for these issues.

Missed or lost deliveries If your delivery hasn't arrived within a reasonable time of the expected date, let us know and we'll look into it with our courier and arrange a replacement.

Cancelling your subscription Cancelling your subscription is handled separately, see our Cancellation policy.

Last updated: 26 October 2026.