Terms & Conditions

Section 01

Orders, Pricing and Payment

These terms apply when you use our website to place an order with Lowe & Leigh. By submitting an order, you confirm that the details you provide are accurate and that you are authorised to use the payment method selected.

Order acceptance

Your order is an offer to buy the items shown at checkout. We send an acknowledgement when it reaches us; that acknowledgement does not itself mean we have accepted the order. The contract begins when we confirm acceptance, normally in a dispatch message.

We may decline or cancel an order if an item is unavailable, a listing contains a clear error, or payment cannot be authorised. If we have taken payment for an order we cannot fulfil, we will arrange a refund to the original payment method.

Product details and availability

We work to keep product descriptions, coffee details and photographs accurate. Coffee is an agricultural product, so crop, roast and seasonal changes can affect availability and the character of a later batch. We will contact you if a material change affects an accepted order rather than silently substituting a different product.

Prices and payment

Prices are displayed in pounds sterling. Any applicable taxes and delivery charges are shown before you confirm payment. The total shown at checkout is the amount we will charge for that order, unless you agree to a change.

Payment is due when you place your order. If a payment is declined or reversed, we may pause fulfilment and contact you to resolve it. Keep your order reference.

Section 02

Delivery and Subscription Terms

We send orders to the UK addresses offered at checkout, including addresses in Carlisle, Cumbria and elsewhere in the UK. The delivery option, charge and current estimate appear before you place the order.

We will contact you if a supply issue affects a scheduled subscription order. We will explain the available options before making a material change to the coffee or price.

Section 03

Cancellations, Returns and Defective Goods

Consumer law may give you a right to cancel an online purchase within 14 days of receiving the goods. Some exceptions apply, including to certain goods that can deteriorate or expire rapidly. Your legal rights are not reduced by this policy.

How to request a return

1. Contact us. Write to our contact page with your order number and the items you want to return. Tell us clearly if you are exercising a legal cancellation right.
2. Wait for return instructions. We will confirm where to send the parcel and explain any return costs that apply. Please pack items securely.
3. Send the goods back. Return items in a condition that allows us to inspect them. You may be responsible for any reduction in value caused by handling beyond what is needed to check their nature and characteristics.
4. Refund review. Once the return or evidence of dispatch is received, we will assess it and process any refund due to the original payment method within the period required by law.

Opened food products and other exclusions

For hygiene and food-safety reasons, we may be unable to accept a change-of-mind return of coffee or other sealed food products once the seal has been broken, where the law allows that exclusion. This does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

Something arrived damaged, incorrect or faulty?

Contact us as soon as you can and include your order reference, a description of the problem and photographs if they help show the issue. We will review the details and tell you the next step. Depending on the circumstances and your legal rights, that may be a replacement, repair or refund.

We handle remedies within the time required by consumer law. A return request does not remove your statutory rights.

Section 04

Gifts, Accounts, Content and Applicable Law

Gift orders can be sent to the delivery address entered at checkout. Check the recipient's address carefully before paying. Any gift-card value, expiry date or redemption conditions will be shown with the gift-card offer.

Using an account

If you create an account, keep your sign-in details private and make sure the information in your account is current. Tell us promptly if you think somebody else has accessed it. You are responsible for activity carried out through your account until you notify us of a security concern.

Our website material

Website text, photographs, product descriptions, branding and other content belong to Lowe & Leigh or the relevant rights holder. You may use the site to choose and buy products. You must not copy or republish site material for commercial use without written permission or another legal basis.

Changes to these terms

We may update these terms by publishing a revised version on this page and changing the date above. A revised version applies to orders placed after it is published. The terms attached to an order we have already accepted continue to apply to that order.

Applicable law

These terms are governed by the law of England and Wales. If you are a consumer living elsewhere in the UK, you keep any mandatory protections available under the law that applies where you live, including any right to bring a claim in your local courts.