Terms of service

The following Terms and Conditions apply to the use of exhalecoffee.com. By using this site and/or shopping with us you are agreeing to these terms and conditions. Please ensure you read them carefully prior to using this website and/or ordering with us. They set out your rights and obligations and those of Exhale Coffee in relation to this website and its content and exclude and limit our liability to you in the event of loss or damage. 

These Terms and Conditions apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content. 

Any new features or tools which are added to the current website shall also be subject to the Terms and Conditions. You can review the most current version of the Terms and Conditions at any time on this page. 

We reserve the right to change these Terms and Conditions and the content and products on exhalecoffee.com without prior notice. Please ensure you check these Terms regularly. If you use this website after we have made changes you are accepting the new Terms and Conditions of use. 

If you have any queries relating to the Terms and Conditions, please contact our Customer Service team before using and/or placing an order. 

 Terms of Order 

These terms of order in no way affect your statutory rights as a consumer. 

No contract will subsist between you and exhale coffee for the sale by it to you of any product unless and until exhale coffee accepts your order by e-mail confirming that it has dispatched your product. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time exhale coffee sends the e-mail to you (whether or not you receive that e-mail). exhale coffee reserves the right to refuse any order which is deemed to have not been conducted in the correct way or where any foul play may have taken place. exhale coffee also retains the right to not complete any order it wishes to do so providing that the monies have not been taken or a full refund is given. By placing an order and giving credit card details on our secure server you the consumer is bound and contracted to complete the sale unless exhale coffee decides otherwise. 

 Payment Methods 

Exhale coffee accepts payments from most major credit cards (Solo, Switch, Visa, Delta, Mastercard, American Express and Diners Club). All of our transactions are processed through Shopify using a secure encrypted server. Normally payments are processed and confirmed within 24hrs, but could take up to 96hrs to confirm by Shopify. 

 Delivery  

Please see our Shipping Policy

 Cancellation Rights 

You are given the right to cancel as required by the Distance Selling Regulations (to not include beans that are ground to your personal specification). You, the consumer, have the right to cancel your order without giving a reason. The cancellation period in the case of contracts for the supply of goods begins with the day on which the contract is concluded. The cancellation period ends on the expiry of 7 working days, beginning on the day after the day on which the consumer receives the goods. You, the consumer, may be required to return the goods at your own expense. Items must be returned in the condition they were sent and be unopened. Roasted coffee is excluded from these terms. 

 Handling Complaints 

What we handle
We accept complaints (grievances) from any stakeholder — including customers, employees, suppliers, or members of the public — relating to our products, services, conduct, or impact on people or the environment. Complaints can be raised in writing or verbally, and don't need to follow a specific format to be accepted.

How to raise a complaint
Complaints can be sent to hey@exhalecoffee.com.

Our process and timescales

  1. Acknowledgement – We will acknowledge every complaint within 5 working days of receipt.
  2. Assessment – We will review the complaint to understand its nature and scope, and confirm to the complainant how long we expect resolution to take.
  3. Investigation – We will investigate the issues raised, gathering relevant information and, where appropriate, speaking with those involved.
  4. Resolution – We will work with the complainant to agree a fair and proportionate resolution, which may include an explanation, corrective action, a change to our practices, or other appropriate remedy.
  5. Follow-up – We will keep the complainant informed of progress throughout the process and confirm the outcome once resolved.

Protection from retaliation
Anyone who raises a complaint in good faith will not face retaliation, disadvantage, or unfair treatment as a result. This includes protection against dismissal, disciplinary action, exclusion, or any other detrimental treatment connected to raising a concern. Complaints may be raised confidentially, and we will handle personal information in line with our privacy commitments. Any concerns about retaliation should be raised immediately and will be treated with the same seriousness as the original complaint.

 Shipping & Returns 

Please see our shipping policy

 Refund Policy

Please see our refund policy