Returns & Refund Policy

SipSisters Limited

At SipSisters, we source exceptional Colombian coffee and ensure it is expertly roasted, carefully packed and delivered fresh to your door.

Because of this, our returns policy works a little differently to a standard retailer — but we still want you to be completely happy with your order, and we'll always put it right if something's gone wrong.

 

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1. Change of Mind

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it if you simply change your mind.

To qualify for a change-of-mind refund:

• The coffee must be unopened, unused, and in its original sealed packaging — for hygiene and freshness reasons, we can't accept opened bags back into stock.

• Please contact us at bigsis@sipsisters.co.uk within 14 days of delivery to let us know you'd like to return your order.

• You'll be responsible for the cost of posting the item back to us.

• Once we receive and check the returned goods, we'll refund the product cost to your original payment method within 14 days.

• Original delivery charges will only be refunded where required by law or where the item is faulty, damaged or supplied incorrectly.

As coffee is a perishable, consumable product, we're unable to accept the return of any bag that has been opened, brewed from, or is not in a resaleable condition — this doesn't affect your rights below if something is wrong with your order.

 

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2. Damaged, Faulty, or Incorrect Orders

If your order arrives damaged, faulty, or isn't what you ordered, we'll always put it right.

Please contact us as soon as possible after receiving your order at bigsis@sipsisters.co.uk, with your order number and a photo of the issue where possible.

• We'll work with you to resolve the issue promptly and, where appropriate, provide a replacement, refund or other suitable remedy in accordance with your statutory rights.

• We may ask you to send the item back to us; if so, we'll cover the cost of return postage or arrange collection.

• Refunds are issued to your original payment method, usually within 14 days of the issue being resolved.

 

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3. How to Start a Return

1. Email bigsis@sipsisters.co.uk with your order number and the reason for your return.

2. We'll confirm whether your return is eligible and give you a return address and any reference details.

3. Please don't send items back to us before we've confirmed your return — items sent without prior agreement may not be accepted.

4. We recommend using a tracked postal service, as we can't take responsibility for returns lost in transit.

 

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4. Refunds

• Approved refunds are issued automatically to your original payment method.

• Please allow up to 14 working days for the refund to appear, as banks and card providers can take a few days to process it on their end.

• We'll always email you to confirm once a return has been received and a refund has been issued.

 

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5. Non-Returnable Items

For hygiene and quality reasons, we're unable to accept returns on:

• Opened or used bags of coffee, unless faulty, damaged, or incorrect

• Gift cards

 

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6. Subscriptions

If you're on a SipSisters coffee subscription, you can pause, skip, or cancel future deliveries at any time from your account before your next scheduled payment and dispatch date. Deliveries already roasted and dispatched are treated as individual orders and follow the policy above.

 

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7. Contact Us

If anything about your order isn't quite right, we'd rather hear about it than have you settle for a bag you're not happy with.

 

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

 

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8. Our Promise

At SipSisters, we believe exceptional coffee should be matched by exceptional service. If something isn't quite right, we'll do everything we reasonably can to put it right quickly, fairly, and with as little fuss as possible.