Refund & Returns Policy
Last updated: 21 July 2026 - Version 1.0
Summary: You have the right to return your order within 14 calendar days of receipt, no questions asked, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This Refund and Returns Policy applies to purchases of Wellaray Coffee made through https://purefresh.world/, operated by Stonebridge Nutrition Ltd. It is governed by UK consumer protection law and the equivalent EU Directive 2011/83/EU (Consumer Rights Directive) for customers in the EU.
1. Your Right to Cancel (Cooling-Off Period)
As a consumer purchasing goods online, you have the right to cancel your order without giving any reason within 14 calendar days from the day you (or a person you nominate) receive the goods. This is your statutory "cooling-off" period.
To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement (e.g. by email or post) before the 14-day period expires. You can use the model cancellation form below, but it is not obligatory.
Contact us at:
Email: info@purefresh.world
Post: Stonebridge Nutrition Ltd, 12 Clerkenwell Road, London EC1M 5PA, UK
Model Cancellation Form
Email: info@purefresh.world
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:
[Description of goods / order number]
Ordered on: [date] / Received on: [date]
Name of consumer(s):
Address of consumer(s):
Signature (if paper form): Date:
2. Returning the Goods
After notifying us of your cancellation, you must return the goods to us without undue delay and no later than 14 calendar days from the day you informed us of your cancellation.
- Return postage costs are your responsibility unless the goods are faulty or misdescribed.
- Please use a tracked or signed-for delivery service, as we cannot accept liability for items lost in transit.
- Goods should be returned in their original packaging where possible, unused and in a resaleable condition.
- For hygiene and food safety reasons, we are unable to accept returns of sachets that have been opened or partially used, unless the product is faulty.
3. Refunds
Once we receive your return and verify its condition, we will issue a full refund of the product price paid, including the original standard delivery charge if applicable, within 14 calendar days of receiving the returned goods (or of receiving evidence of return, whichever is earlier).
| Refund scenario | Amount refunded | Timeline |
|---|---|---|
| Cancelled within 14 days - goods returned unused | Full product price + original standard delivery | Within 14 days of receiving return |
| Faulty or misdescribed goods | Full product price + original delivery + return postage costs | Within 14 days of our accepting the claim |
| Cancelled within 14 days - opened/used sachets (non-faulty) | We may deduct for diminished value; at our reasonable discretion | Within 14 days of receiving return |
Refunds will be made using the same payment method used for the original purchase, unless you have expressly agreed otherwise.
4. Faulty, Damaged or Misdescribed Goods
If your Wellaray Coffee arrives damaged, faulty or not as described, you have additional rights under the Consumer Rights Act 2015, including the right to a full refund if you notify us within 30 days of receipt, or a repair or replacement if notified later. Please contact us as soon as possible with a description and, where possible, photographic evidence.
5. Exclusions
The right to cancel does not apply to:
- Goods that have been clearly personalised at your request.
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery - this applies to opened sachets where there is no defect.
6. Late or Missing Refunds
If you have not received your refund within the stated period, please check your bank account and contact your payment provider, as processing times can vary. If you have done this and still have not received your refund, please contact us at info@purefresh.world.
7. Contact for Returns
Email: info@purefresh.world
Post: Stonebridge Nutrition Ltd, 12 Clerkenwell Road, London EC1M 5PA, UK
Please mark your parcel clearly: RETURN - [Your Order Reference]
8. Governing Law
This Refund Policy is governed by the laws of England and Wales. For EU consumers, Directive 2011/83/EU (Consumer Rights Directive) provides equivalent protections in your country of residence.