US In-House Returns Policy

We hope you are happy with your purchase. If not, our team will do what we can to make things right.

Eligibility
  • Returns are accepted within 14 days of purchase with proof of receipt.
  • Items must be unused and in their original condition. For coffee, this means bags must be sealed and unopened.
  • Perishable items (pastries, food, and drinks) are non-returnable once sold.
Refunds & Exchanges
  • We are happy to offer an exchange or a refund to the original payment method once the item has been returned and checked.
  • Refunds may take up to 5–10 business days to appear, depending on your bank or card provider.
Faulty or Damaged Products

If a product is faulty, damaged, or not as described, please let our team know as soon as possible. We will provide a full refund or exchange in line with state and federal consumer protection laws.

How to Return
  • Bring the product, along with your receipt, back to the House where you made your purchase.
  • A member of our team will help process your return.
Questions

If you have any questions about a return, please contact us at hello@watchhouse.com.

 

E-commerce Returns Policy

We hope you are happy with your purchase. If not, our team will do what we can to make things right.

  • We accept returns of any faulty equipment or faulty goods purchased from our e-commerce shop at www.watchhouse.com.
  • If you wish to return your item, you must notify us at hello@watchhouse.com within 15 days of delivery. You then have a further 14 days to return the goods.
  • Equipment or merchandise should ideally be returned in its original packaging where possible, deductions may apply if goods are returned in a diminished condition.
  • Whole bean coffee may be returned within 14 days of delivery if it is unopened and in its original sealed bag. Once opened, it is exempt from return unless faulty. Ground to order coffee is non-returnable after purchase.
  • Returns must be sent to the WatchHouse Roastery, 36 Maltby Street, London, SE1 3PA.
  • Non-faulty goods must be returned at your own cost and you must provide evidence of having returned the item.
  • Order cancellations can be sent to hello@watchhouse.com, submitted via our contact form here.

Please note that items purchased online can’t be returned to our shops.