Return and Refund Policy for Level Ground Co

Last Updated: 8 October 2026

Thank you for shopping at LevelGroundCo.com. We aim to ensure you are completely satisfied with your purchase. This Return and Refund Policy outlines your rights under the UK Consumer Contracts Regulations 2013 and our process for returns and refunds for purchases made through our Shopify store.

1. Your Right to Cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items without giving a reason. This cooling-off period applies to all non-perishable items purchased online. To exercise this right:

• Notify us within 14 days from the day you receive your order.
• Return the items within 14 days of notifying us, in accordance with Section 2 below.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

• Unopened and Unused: Coffee products must be unopened, in their original packaging, and in the same condition as when received.
• Timeframe: You must notify us of your intent to return within 14 days of delivery, and the items must be returned within 14 days of your notification.
• Proof of Purchase: A receipt or proof of purchase (e.g., order confirmation email or Shopify order number) is required.
• Non-Perishable Items: Only non-perishable items (e.g., unopened coffee bags) are eligible for return. Perishable items, such as brewed coffee or opened packages, are not eligible due to health and safety regulations.

3. Refund Process

• Requesting a Return: Contact our customer service team at roastery@levelgroundco.com within 14 days of delivery to initiate a return. Please include your Shopify order number and a brief explanation of the reason for the return (if applicable).
• Return Postage: You are responsible for return postage costs unless the item was received damaged, defective, or incorrect, in which case we will provide a prepaid return postage label. For cancellations under the Consumer Contracts Regulations, you bear the cost of returning the goods unless otherwise agreed.
• Inspection: Once we receive and inspect the returned item, we will notify you via email about the approval or rejection of your refund.
• Refund Issuance: If approved, your refund will be processed within 7-10 working days to the original payment method used via Shopify Payments or your chosen payment gateway. Original postage costs are non-refundable unless the return is due to our error.

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us at roastery@levelgroundco.com within 7 days of delivery. Include your Shopify order number and photos of the issue. We will:

• Provide a prepaid return postage label (if applicable).
• Offer a replacement or full refund, including postage costs, at your discretion.

5. Subscription Cancellations

For subscription-based coffee deliveries managed through Shopify:

• You may cancel your subscription at any time through your account on levelgroundco.com or by contacting roastery@levelgroundco.com.
• Cancellations take effect for the next billing cycle. No refunds will be issued for partial subscription periods already paid.
• If a subscription shipment is returned unopened, a refund may be issued for that shipment, subject to the conditions in Section 2.

6. Non-Returnable Items

The following items are non-returnable:

• Opened or used coffee products.
• Gift cards or promotional items.
• Items marked as "final sale" at the time of purchase.

7. Refunds for Delivery Delays

If your order is significantly delayed due to an issue on our end (e.g., processing errors), please contact us. We may offer a refund or store credit via Shopify at our discretion, depending on the circumstances.

8. Contact Us

For questions or to initiate a return, please reach out to:

• Email: roastery@levelgroundco.com
• Phone: 07398 501125 (Available Monday–Friday, 9:00 AM–5:00 PM)
• Postal Address: Level Ground Co, 24, 25 & 26 The Wynd, Letchworth Garden City, Hertfordshire SG6 3EN, United Kingdom

We reserve the right to update this Return and Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. You can find this policy in the footer of our Shopify store or at checkout.