At Ruby Alba, we want every order to arrive exactly as it should — fresh, carefully packed and ready to become part of your daily ritual.

As coffee is a fresh food product, our returns policy is designed to protect product quality, customer safety and your statutory rights.

Change of Mind Returns

If you change your mind, you may return unopened coffee within 14 days of delivery, provided it is:

• sealed and unopened
• unused
• in its original packaging
• in a resaleable condition

To request a return, please contact us within 14 days of receiving your order. Once your return has been approved, the item must be sent back to us within a further 14 days.

Please note that we are unable to accept returns of opened coffee unless the product is faulty, damaged or incorrect. This is because coffee is a consumable food product and, once opened, cannot be resold.

Return postage for change-of-mind returns is the responsibility of the customer.

Opened Coffee

For quality, hygiene and safety reasons, we cannot accept returns of opened coffee unless there is an issue with the product.

This includes coffee that has been opened, used, partially used or removed from its original sealed packaging.

Faulty, Damaged or Incorrect Orders

If your order arrives damaged, you receive the wrong item, or there is a fault with your product, please contact us as soon as possible.

Please include:

• your order number
• a brief description of the issue
• photographs of the item, packaging and delivery box where relevant

Once reviewed, we will arrange a suitable resolution, which may include a replacement, refund or store credit.

Where the item is faulty, damaged or incorrect, Ruby Alba will cover the reasonable cost of putting things right.

Flavour Preference

Coffee is personal, and every roast has its own character.

We cannot offer refunds or exchanges simply because a flavour profile is not to your personal taste, provided the product matches its description and has arrived in good condition.

If you are unsure which coffee is right for you, we recommend starting with a 250g bag before ordering a larger size.

Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved.

Approved refunds will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Original delivery charges may not be refunded for change-of-mind returns unless required by law.

How to Start a Return

To request a return, please contact us at:

orders@rubyalba.co.uk

Please include your order number and the reason for your return so we can help as quickly as possible.

Your Statutory Rights

Nothing in this policy affects your statutory rights.

UK customers who buy online usually have cancellation rights, but certain goods may be excluded, including perishable items and sealed goods that are not suitable for return once opened for health or hygiene reasons. Goods must also be as described, fit for purpose and of satisfactory quality under the Consumer Rights Act 2015.