E-commerce Returns Policy

We accept returns of any equipment or faulty goods purchased from our e-shop. Equipment or merchandise must be returned unused in its original packaging to WatchHouse Roastery, 36 Maltby Street, London, SE1 3PA. Returns must be made within 14 days of purchase. While we want you to be completely happy with your order, as coffee is a consumable product we’ll only replace or refund coffee if it’s faulty or damaged. This is subject to assessment by our Roastery team and Head of Coffee, as and when applicable. Get in touch via hello@watchhouse.com for any queries regarding your coffee delivery.

Please find your rights here. Please note that items purchased online can’t be returned to our shops.

UK 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 working days to appear, depending on your bank.
Faulty or Damaged Products
  • If a product is faulty, damaged, or not as described, you are entitled to a full refund or exchange under the Consumer Rights Act 2015. Please let our team know as soon as possible.
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