Refund policy

Refund and Returns Policy

Last updated: 26 September 2026

We want you to be happy with your order from Proper Beverages. This policy explains how returns, refunds and damaged or incorrect orders are handled. Nothing in this policy affects your statutory rights.

Returns

For eligible non-food items, you can request a return within 30 days of receiving your order. Items must be unused, in their original condition and, where applicable, in their original packaging.

For coffee and other food products, please contact us before returning anything. We cannot accept opened food products for change-of-mind returns.

To request a return, email contact@properbeverages.co.uk with your order number and the reason for the return. We will confirm whether the return is eligible and provide return instructions. Please do not send items back without contacting us first.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us as soon as possible at contact@properbeverages.co.uk. We may ask for photographs or other information so we can resolve the issue quickly.

If the problem is our responsibility, we will arrange an appropriate replacement, refund or other remedy and will cover reasonable return costs where a return is required.

Change of mind and cancellation

Where UK consumer cancellation rights apply, you may have the right to cancel an eligible order within 14 days of receiving it. Some goods may be excluded from change-of-mind cancellation rights by law.

If you wish to cancel or return an order, contact us at contact@properbeverages.co.uk before sending anything back.

Refunds

Once an eligible return has been received and inspected, we will let you know whether the refund has been approved. Approved refunds will be issued to the original payment method as soon as reasonably possible. Your bank or payment provider may take additional time to show the refund in your account.

Return shipping

If a return is required because an item is damaged, faulty, incorrect or otherwise our responsibility, we will cover reasonable return shipping costs. For eligible change-of-mind returns, return shipping costs are normally the customer's responsibility unless we agree otherwise.

Exchanges

If you would like a different item, please contact us. Depending on the circumstances, the simplest option may be to return the eligible item for a refund and place a new order.

For any return or refund query, email contact@properbeverages.co.uk.