UPDATED 23/03/2020 - We do everything we can to meet the delivery times specified, but due to high demarnd at this time you may experience a delay in reciving your order - this should be no more than 24 hours outside the specified delivery times.
Online Internet customers Term and Conditions can be found directly below - Last Updated: 23/05/18 holesale Customers Terms and Conditions can be found below under the title - Wholesale Customers Terms and Conditions
These Terms and Conditions apply to all transactions on this site and are for internet customers. Please read them carefully. They do not affect your statutory rights.
We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the site (see date above).
You will have an opportunity to check and correct any input errors in your order up until you click the Submit Order button.
After you submit an order we will give you an Order Reference Number and details of the products you have ordered. We will send the same details to you in a confirmation e-mail. Please note that this e-mail is an acknowledgement, not acceptance of your order.
When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks with Experian Limited or other agencies. In particular, we may pass your details to Experian for them to check against certain public and private databases. Experian may keep a record to use in future security checks. This helps to protect you and us against fraudulent transactions.
We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.
Prices and Payment
All prices and charges on this site are in UK pounds. They include any VAT payable (most coffee products are currently excluded from UK VAT), but exclude delivery charges, if applicable.
The total cost of your order will be the price of the products you order plus the applicable delivery charge. All these will be set out clearly in your Shopping Basket before you submit your order.
Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative.
Customer Voucher Code Offers ("Voucher Codes")
Where you use a valid promotional code we have issued in conjunction with your purchase, the following additional terms and conditions apply:
Voucher Codes will only be available on order values over the amount stated in the offer. - Voucher Codes are only valid until the date published. - Voucher Codes are ONLY redeemable for purchases made on this website (coffeereal.co.uk) - Only one Voucher Code may be used per customer per transaction. - We reserve the right to end any Voucher Codes at any time including prior to the advertised end date without notice.
IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, occasionally, an error can occur. If we discover an error in the price or description of a product you have ordered, we may cancel your order at any time up to the point we send the product(s) to you. We will contact you where we become aware of an error and ask you whether you wish to continue with your order at the correct price or cancel it. If we do cancel your order you will receive a full refund of any charges paid in advance.
We accept payment by Mastercard, Visa, Paypal and Worldpay which is deducted when we process your order.
Where We Deliver
Delivery must be to an address in the United Kingdom. Smaller orders will be sent via Royal Mail; larger orders may be sent by courier and will require a signature. Please make sure you keep the receipts which will accompany your order.
We make every effort to keep our delivery charges as low as possible. The most economical amount of coffee to order in one go is seven bags which currently costs £2.72 Roayl Mail 2nd Class. Once an order goes over seven bags it will automatically go out via UKMail overnight / next day. Whenever applicable, the total cost and details of delivery charges will be explained in full at the basket page.
IMPORTANT: We do everything we can to meet the delivery times specified. However, occasionally delivery times may be affected by factors beyond our control (e.g. problems obtaining authorisation for your payment or failures with the delivery Company) and therefore they cannot be guaranteed. We will inform you if we become aware of an unexpected delay.
Missing, Damaged or Incorrect Orders
We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products or in the unlikely event that a product arrives damaged, please contact us via the email address within the 'contact us' section of the website.
Foreign Objects in Coffee Beans
It is rare that we have foreign objects left in our coffee at the retail bagging stage as our coffee goes through a number of powerful magnets to pull metal that may be in the raw coffee before it is roasted and we run post roast de-stoner technology that take out 99% of any small stones etc.
The de-stoners work by calibrated vacuum to the average weight of a bean and anything heavier such as a stone is filtered off and left behind.
Coffee is an agricultural product and while we do our very best to filter out some do get through our processing. So we ask you to please check your coffee beans before putting into a grinder. The best way to do this is to empty the coffee beans onto a paper plate and look through, then when happy just fold the plate and either tip back into our bag or straight in to your grinder hopper.
If you do find an unwanted object please bring it to our notice.
Change of Mind Cancellations
You can cancel your purchase at any time either before or up to 7 working days* following the day you receive the goods by emailing us at the address shown in the 'contact us' section of the website.
Your product must be complete and in 'as new' condition e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. It must not have been used. It should be returned with the original box and packing you received with it. Any 'Free Gifts' received with the product must also be returned.
If you follow the steps above you will receive a full refund of the product price and any delivery charge paid.
We cannot cancel your purchase when:
The seal has been broken on any products, or the goods were a special order to your specification. Ground coffee is view as a special order.
To qualify for a refund or exchange the product must be:
In otherwise "as new" condition; and complete with any free gifts offered with it and, if possible, the original box and packaging. This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.
We and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.
You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.
coffeereal.co.uk takes security very seriously; when shopping with us you can rest assured that we use the highest industry-standard processes and procedures to ensure your credit card details are absolutely secure and cannot be viewed by any external parties. We will never share any confidential details with anyone else.
All transactions are encrypted using 128-bit Secure Socket Layer technology.
These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.
Items sold on this website are intended for normal domestic and consumer use and are not intended for resale or commercial use. We reserve the right to refuse access to this website, to remove or edit content, or to refuse or cancel orders at our discretion. If we cancel an order, it will be without charge to you, and we will reimburse any payment made by you.
Additional terms and conditions may apply for prize competitions, pre-release orders and our added value services and offers. If so, you will be alerted to them at the relevant juncture.
These terms and conditions only cover the coffeereal.co.uk website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply.
Coffee Real Ltd – The Elephant House - Graylands Est. - Langhurst Wood Road - Langhurst - Horsham - West Sussex - RH12 4QD - United Kingdom
Wholesale customers Terms and Conditions - Last Updated: 16.05.15
These Terms and Conditions apply to wholesale Customers that have a credit account or otherwise. These term and conditions are the same as those sent to you in hard copy when opening an account or at the start of trading. When changes are made you will be notified in writing.
Please read these carefully as placing an order is deemed as acceptance of our Terms and Conditions. Coffee Real Ltd reserve the right to decline orders. No other terms or conditions may be imposed or form part of the contract.
Where possible orders should be placed by email (all email orders will be confirmed by return, if no reply received please contact us). This format reduces the potential for errors and helps us process orders more efficiently. Alternatively sales staff are available to take your order 9:30-16:30 Monday to Friday.
Orders must be placed by 2pm to guarantee next day delivery. Our carrier pick-up time is 14:30 - It is ideal when placing an order to supply Customer Code, Product Codes & Quantities.
Please note it is important that customers provide the above information to ensure that all orders are processed accurately – omission of the above when ordering may lead to rejection of credit claims.
Minimum order is £100 to obtain free delivery.
All deliveries are subject to Coffee Real Ltd minimum order. Areas out of our normal delivery routes may require a higher minimum order – we will inform you of this when you first contact us. All quoted minimums are exclusive of VAT.
All coffee ordered is roasted to order – we hold no stock and therefore is deemed to be a special order specifically roasted for the ordering Customer. Coffee is roasted to order to maintain the freshness of the product and in most cases is customer specific.
Where non coffee items are concerned we will endeavour to supply customers with all stock ordered from us however we cannot guarantee that all items will be in stock for every order. Items that are out of stock will be communicated to the customer and substitutes offered where possible. We are unable to deliver out of stock items as a follow on at a later date. If required we would ask customers to re-order out of stock products as part of their next order.
Special orders are products which we do not hold in stock. Once an order has been placed it cannot be cancelled and customers are required to take delivery of the goods. Special orders cannot be returned.
Additions to orders can be placed up to 13:30pm the day prior to delivery. Please note additions to orders which require to be boxed up for carriers must be received by 13:30pm.
Customer specific product lists are available to all customers. These include the product codes and descriptions for all products that have been ordered in the past 3 months.
Online ordering is available to all customers, just email firstname.lastname@example.org or through your account managers email address.
Please place order at least 24 hours prior to collection. Minimum order £100.
All deliveries are made by our house carrier UKMail. Delivery of such goods from this point onwards is by contract between the carrier and customer.
Deliveries are made throughout the day from 7am - 5.30pm. We are unable to accommodate any restrictions within this period. Specific delivery times or guaranteed delivery at the same time every week cannot be provided. It is the customers’ responsibility when placing an order to inform Coffee Real Ltd if opening hours do not coincide with our delivery times.
Deliveries are made to the first point of access to the premises – delivery any further than this is at the driver’s discretion.
Where our carrier is unable to complete a delivery due to premises not being open/accessible at the required time there will be a second attempt the next day – if delivery still cannot be made a 10% of the order value surcharge will be made on the third attempt.
Unless otherwise agreed is by BACS Payment, all invoices should be paid when due which is 30 days net. Credit notes issued can only be redeemed against subsequent invoices. We understand and will exercise our statutory right to claim interest and compensation for debt recovery under the late payment legislation if we are not paid according to our payment terms.
Please note we do not have the facilities to accept credit/debit card payments over the phone.
The title to goods does not pass to the customer until payment has been received in full by Coffee Real Ltd.
Cheques returned due to insufficient funds with be subject to a £10 charge.
Returns and Credits
Please check invoices / and delivery notes carefully, as customers are required to sign for their goods, and this signature acknowledges receipt of all items in good order unless otherwise specified.
Returns & credit claims for product categorised outside of special orders must be made to our sales team within 2 days of delivery. All returns and credit claims must be identified by an invoice number. A 30% handling charge will be made on items returned if they have been incorrectly ordered by the customer. Goods should be returned within 7 days. Goods returned out with this time or that have been removed from their original packaging, been re-packed or on which the packaging has been written on or damaged may not be refunded or may be refunded at a reduced rate.
Errors & Omissions
In the event that an item has been incorrectly despatched or omitted from an order, Coffee Real Ltd will issue a credit where appropriate, our sales team must be notified within 2 days of delivery. Follow on deliveries that do not meet with our full Terms & Conditions are not possible.