Triple Co Roast – Website Terms and Conditions

Last updated: 5 August 2024

1. About us

These terms and conditions (the Terms) apply when you use www.triplecoroast.com (the Website) or buy goods from us through the Website.

The Website is operated by Triple Co Roast Ltd (Triple Co, we, us or our), a company registered in England and Wales under company number 10247672. Our registered office and trading address is:

Unit 12, Montpelier Central
Station Road
Bristol
BS6 5EE
United Kingdom

You can contact us at orders@triplecoroast.com or on 0117 990 2794.

2. Scope of these Terms

These Terms apply to retail orders placed through the Website, including one-off purchases, coffee subscriptions, merchandise and equipment.

Wholesale coffee supply, equipment rental or leasing, servicing, training and other business services may be governed by a separate written quotation, agreement or set of trade terms. If there is any conflict, the separately agreed written terms will take priority for that service or transaction.

Nothing in these Terms affects any rights you have under consumer law which cannot lawfully be excluded or limited.

3. Using the Website

You may use the Website only for lawful purposes. You must not misuse the Website, attempt to gain unauthorised access to it, introduce malicious code, interfere with its operation, or use its content or ordering systems fraudulently.

We may suspend or withdraw access to all or part of the Website where reasonably necessary for maintenance, security, legal or operational reasons. We do not guarantee that the Website will always be available or free from errors.

4. Products and product information

We take reasonable care to describe and display our products accurately. Images are illustrative and colours, packaging, crop characteristics and appearance may vary. Coffee is an agricultural product and natural variations may occur between crops and batches. Tasting notes describe the flavours we identify and are not a guarantee that every customer will experience the coffee in the same way.

You are responsible for selecting the correct product, quantity and grind. Coffee ground to a grind option selected by you cannot usually be exchanged merely because it is unsuitable for your brewing equipment, unless we supplied a different grind from the one ordered.

Product availability is subject to change. We may substitute packaging, but we will not make a material substitution to the product itself without your agreement. If a product becomes unavailable, we may contact you to offer an alternative or cancel and refund the affected item.

5. Coffee freshness and roast dates

Unless a product page expressly states otherwise, coffee may be supplied with a roast date up to eight weeks before the date of dispatch. We consider coffee roasted within the previous eight weeks to be fresh and suitable for sale, provided it has been stored and packaged appropriately.

A roast date falling within this eight-week period will not, by itself, mean that the coffee is faulty, stale, misdescribed or eligible for a refund. This does not affect your rights where the coffee is damaged, unsafe, not as described, or otherwise not of satisfactory quality.

For best results, follow any storage and use guidance on the packaging. Once opened, store coffee sealed in a cool, dry place away from direct sunlight and strong odours.

6. Orders and formation of the contract

By placing an order, you are offering to buy the products in your basket on these Terms. You must ensure that the information in your order, including your email address and delivery address, is complete and accurate.

An order acknowledgement confirms that we have received your order; it does not necessarily mean that we have accepted it. A contract is formed when we send you confirmation that the order has been accepted or when we dispatch the products, whichever happens first.

We may refuse or cancel an order before dispatch where, for example:

• a product is unavailable;
• payment is not authorised;
• there is an obvious pricing or product-description error;
• we reasonably suspect fraud, misuse or unlawful activity;
• delivery to the address supplied is not possible; or
• quantity limits or other conditions shown on the Website have not been met.

If we cancel after taking payment, we will refund the amount paid for the cancelled item or order.

7. Prices and payment

Prices are those shown on the Website when you place your order and include VAT where applicable. Delivery charges and any other applicable costs will be shown before you complete checkout.

Promotional prices, discount codes and free-delivery offers are subject to any conditions displayed with the offer. Unless we state otherwise, only one discount code may be used per order. We may withdraw a promotion at any time, but this will not affect orders already accepted.

You must use a payment method that you are authorised to use. Payment may be taken when the order is placed or in accordance with the payment schedule shown for a subscription or other recurring purchase.

If a price is clearly incorrect and the error could reasonably have been recognised as a mistake, we do not have to supply the product at the incorrect price. We will contact you and give you the choice of paying the correct price or cancelling for a full refund.

8. Delivery

Available delivery methods, charges and estimates are shown at checkout. Delivery dates are estimates unless we expressly agree a guaranteed date. We will deliver without undue delay and, for consumer orders, no later than 30 days after the contract is made unless another period has been agreed with you.

We are not responsible for a delay caused by an event outside our reasonable control, but we will take reasonable steps to minimise the effect of the delay and will tell you if a significant delay is expected. Your legal rights, including any right to cancel because of late delivery, are not affected.

Delivery is complete when the order is delivered to the address you gave us, to a person identified by you, or to a safe place or collection point selected or authorised by you or the carrier in accordance with your delivery instructions. Risk in the products passes to you on delivery. Ownership passes once we have received payment in full.

You are responsible for providing a complete and accurate delivery address. If an order is returned or must be resent because you supplied an incorrect or incomplete address, failed to collect it, or refused delivery without a lawful reason, we may charge the reasonable cost of redelivery. This does not apply where the failure was caused by us or the carrier.

Please inspect your delivery promptly. If an item is missing, damaged or incorrect, contact us as soon as reasonably possible, ideally within 48 hours, with your order number and photographs where helpful. The 48-hour request helps us investigate with the carrier and does not limit your legal rights.

9. Coffee subscriptions

The price, quantity and delivery frequency of a subscription will be shown before you subscribe. Unless described as a fixed-term or prepaid gift subscription, subscriptions continue on a recurring basis and payment is taken automatically at the frequency selected until the subscription is cancelled.

By starting a recurring subscription, you authorise us and our payment provider to charge the payment method saved to your account for each recurring order. If payment fails, we may retry the payment and may pause or cancel the subscription.

You may reschedule, skip, pause or cancel an ongoing subscription at any time through the subscription-management facility on the Website or by contacting orders@triplecoroast.com. A change or cancellation must be completed before the next recurring order has been processed. Once an order has been processed or dispatched, it will be treated as an individual order and the cancellation and returns provisions below will apply to it.

If we propose a material change to the subscription price, product or frequency, we will give you reasonable advance notice and explain when the change will take effect. You may cancel before the change takes effect. We may make non-material changes, including changes required by law or minor packaging changes, without advance notice.

Cancelling a subscription stops future renewals. It does not automatically cancel or refund an order that has already been processed, and it does not affect any separate right you may have to cancel or return that order.

Prepaid and gift subscriptions end after the period or number of deliveries stated at checkout unless they are expressly described as renewing automatically.

10. Your right to cancel an online order

If you are a consumer, you will usually have the right to change your mind and cancel an online order from the time the contract is formed until 14 days after the day the goods are delivered. If an order is delivered in separate instalments, the period runs from the day after the final instalment is delivered.

To cancel, you must give us a clear statement of your decision by emailing orders@triplecoroast.com, using our contact form, or sending the model cancellation form at the end of these Terms. Please include your name, order number, delivery address and the products you wish to return.

You must send the products back within 14 days after telling us that you wish to cancel. Unless the products are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning them. We recommend using a tracked service and retaining proof of postage because the products remain your responsibility until received by us.

Returns should be sent to:

Triple Co Roast Ltd – Returns
Unit 12, Montpelier Central
Station Road
Bristol
BS6 5EE
United Kingdom

You may examine products only as you reasonably could in a shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the products.

The change-of-mind cancellation right does not apply where a statutory exception applies. In particular, we do not accept change-of-mind returns of:

• goods made to your specification or clearly personalised; or
• sealed goods which are not suitable for return for health-protection or hygiene reasons once the seal has been broken, which may include opened bags of coffee, other opened consumable products or certain cleaning products.

Your rights remain unaffected if any such product is faulty, unsafe, damaged or not as described.

11. Refunds for change-of-mind cancellations

For a valid change-of-mind cancellation, we will refund the price paid for the returned products and the cost of our least expensive standard delivery method, if you paid a delivery charge. We do not have to refund any extra amount paid for express, timed or enhanced delivery.

We may withhold the refund until we receive the products or you provide evidence that you have returned them, whichever occurs first. We will make the refund without undue delay and no later than 14 days after that point, using the original payment method unless we agree otherwise. We will not charge a refund fee.

12. Faulty, damaged, unsafe or misdescribed products

We are under a legal duty to supply products that are as described, fit for purpose and of satisfactory quality. If a product is faulty, damaged on arrival, unsafe, incorrect or not as described, please contact orders@triplecoroast.com with your order number and details of the issue.

We may ask you to provide photographs or other reasonable evidence and may require the product to be returned so that we can inspect it. Please do not dispose of the product unless we tell you to. Where a return is reasonably required because the product is faulty, damaged, incorrect or not as described, we will provide a return method or reimburse reasonable return costs. You will not be required to bear those return costs.

Depending on the circumstances and your legal rights, we will offer an appropriate remedy, which may be a refund, replacement, repair or price reduction. Nothing in these Terms limits your statutory rights.

13. Returns generally

Except where it would be unreasonable or the law provides otherwise, a refund or replacement is conditional on the affected product being returned to us or otherwise made available for inspection. This helps us verify the order, investigate quality or delivery issues and prevent misuse.

For change-of-mind returns, the customer pays the return cost. For products that are faulty, damaged, incorrect or not as described, we pay or reimburse reasonable return costs as set out above.

Please return products with their original packaging where reasonably possible and include your order number. The absence of original packaging does not remove any legal right you may have, although a deduction may be made for diminished value in a change-of-mind return where legally permitted.

14. Gift cards and promotional credit

Gift cards and promotional credit may be subject to additional conditions shown when issued. They cannot be exchanged for cash, resold or used to buy another gift card unless required by law. We are not responsible for a gift card used without permission after it has been delivered to the email or address supplied by the purchaser, unless this resulted from our failure to use reasonable care.

15. Intellectual property

The Website and its content, including our branding, trade marks, photographs, graphics, product copy and page design, are owned by or licensed to us and are protected by intellectual-property laws. You may view and print Website content for your personal, non-commercial use. You must not copy, reproduce, republish, sell, exploit or use it commercially without our prior written permission.

16. Reviews and other content submitted by you

If you submit a review, photograph or other content, you confirm that it is truthful, lawful, your own work or used with permission, and does not infringe anyone else’s rights. You give us a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content for operating and promoting our business. You retain ownership of your content.

We may remove submitted content where we reasonably believe it is unlawful, abusive, misleading, irrelevant or infringes another person’s rights. We will not prevent or remove a genuine review merely because it is negative.

17. Our responsibility to consumers

We are responsible for losses you suffer that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. A loss is foreseeable if it is obvious that it will happen or, when the contract was made, both you and we knew it might happen.

We supply retail products for domestic and private use. If you use them for commercial, business or resale purposes, we are not responsible under these consumer Terms for loss of profit, loss of business, business interruption or loss of business opportunity.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of your statutory rights.

18. Business customers buying through the Website

If you are buying wholly or mainly for purposes relating to your trade, business, craft or profession, you are a business customer and consumer cancellation rights do not apply. Any separate written trade agreement takes priority over these Terms.

To the fullest extent permitted by law, all terms implied into a contract with a business customer are excluded. Our total liability to a business customer arising from a Website order will not exceed the total price paid for the products giving rise to the claim. We will not be liable to a business customer for indirect or consequential loss, loss of profit, revenue, business, contracts, goodwill, anticipated savings or opportunity. These limitations do not apply to liability which cannot lawfully be limited or excluded.

19. Events outside our control

We are not responsible for delay or failure caused by circumstances outside our reasonable control. These may include severe weather, fire, flood, epidemic, transport or postal disruption, industrial action, utility or network failure, supplier failure, government action or import and export disruption. We will take reasonable steps to reduce the effect and resume performance. If the delay is substantial, you may have the right to cancel and receive a refund for products not supplied.

20. Personal information

We use personal information in accordance with our Privacy Policy. Please read that policy for information about how we collect, use and protect personal information and about your rights.

21. Changes to these Terms

We may update these Terms from time to time, including to reflect changes in law, our products or the operation of the Website. The Terms in force when you place an order will apply to that order. Any change to an ongoing subscription will apply only after reasonable notice where the change materially affects you.

22. Other important terms

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.

If we delay enforcing a right, we may still enforce it later. A waiver is effective only if given in writing and applies only to the specific circumstances for which it is given.

The contract is between you and us. No other person has a right to enforce it, except where the law provides otherwise.

23. Governing law and disputes

These Terms and any dispute or claim arising from them are governed by English law.

If you are a consumer resident in another part of the United Kingdom, you retain the benefit of any mandatory protections under the law of that part of the United Kingdom and may bring proceedings in the courts where you live. Otherwise, the courts of England and Wales will have jurisdiction.

Please contact us first at orders@triplecoroast.com so that we can try to resolve any complaint directly.

24. Model cancellation form

Complete and return this form only if you wish to cancel a contract under your statutory cancellation rights.

To: Triple Co Roast Ltd, Unit 12, Montpelier Central, Station Road, Bristol, BS6 5EE, United Kingdom
Email: orders@triplecoroast.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Ordered on/received on:

Name of customer(s):

Address of customer(s):

Order number:

Signature of customer(s) (only if this form is submitted on paper):

Date: