Refund policy

Returns & Refund policy

We want you to love every cup. If something isn't right with your order, please get in touch and we'll put it right.

Changed your mind?

If you bought from us online or by phone, you can cancel your order within 14 days of the day you receive it (or, if your order arrives in more than one delivery, the day you receive the last item).

To cancel, email or call us, or use the cancellation form below. Then return the items within 14 days of telling us. Return postage is your responsibility, and we recommend using a tracked service.

Tea, coffee, hot chocolate, chocolate and cakes: these can be returned if they are unopened and in their original, sealed packaging. For hygiene and freshness reasons, we can't accept change-of-mind returns on any food or drink that has been opened after delivery.

Chocolate must be returned unopened and in the condition it was received, having been stored as directed on the packaging. Please pack it carefully to protect it from heat in transit. If a returned item has been damaged by heat or incorrect storage, we may reduce your refund to reflect the loss in value, up to the full price of the item.

Equipment: you're welcome to open equipment and examine it as you would in a shop. Please return it with all its parts and packaging. If it has been handled or used beyond what's needed to check it, we may reduce your refund to reflect any loss in value.

What we'll refund: the price of the items and the standard delivery charge you paid. If you choose a faster or premium delivery option, we'll refund the cost of our standard delivery only.

Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If anything is damaged, faulty or not what you ordered, contact us as soon as possible, ideally within 48 hours, with your order number and a photo. Telling us quickly helps us sort things out faster, but it doesn't limit your legal rights.

We'll send a replacement or give you a full refund, including the original delivery charge. If we require the item to be returned to us, we'll cover the cost of returning it.

Your rights for faulty items include:

• a full refund if you reject faulty goods within 30 days of delivery (for perishable items such as cakes, within the time they could reasonably be expected to last)
• a repair or replacement after that. If a repair or replacement isn't possible or doesn't fix the problem, you can claim a full or partial refund
• for equipment, if a fault appears within six months of delivery, we'll assume it was there when you received it unless we can show otherwise

Missing parcels

Your order is our responsibility until it has been delivered to you, and you can contact us at any time if you're concerned about a delivery. If your order hasn't arrived within 7 working days of the expected delivery date, please contact us and we'll track it down or send a replacement.

Cancelling before dispatch

If you'd like to cancel an order that hasn't been dispatched, contact us as soon as possible and we'll refund you in full, including delivery, within 14 days of you telling us.

Subscribe & Save

You're in control of your Subscribe & Save orders. From your account, you can change your delivery frequency, skip a delivery, pause your subscription or cancel at any time, with no fees. You can also cancel by email or phone.

When you first sign up, you can cancel and return your first order under "Changed your mind?" above. Subscription orders that have already been dispatched are covered by the returns terms above.

Refunds

For change-of-mind returns, we'll refund you within 14 days of receiving the items back. For faulty or incorrect items, we'll refund you within 14 days of agreeing that a refund is due. Refunds are made to your original payment method, and we won't charge you a fee for refunding.

Cancellation form

You don't have to use this form, but if you'd like to, copy the text below into an email or letter and send it to us.

To: Brodie Melrose Drysdale & Co Ltd, Newhailes Industrial Estate, Newhailes Road, Musselburgh, EH21 6SY, Scotland sales@brodies1867.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: Ordered on / received on: Order number: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is sent on paper): Date:

Your statutory rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Contact us

Email sales@brodies1867.co.uk or call 0131 653 4010 (Monday to Friday, 9am to 5pm)