Terms of service

1. About us

Pollards Coffee is operated by Pollards Wholesale Limited, registered in England and Wales under company number 06725961. Our registered office is Units A, B & C, Tinsley Industrial Estate, Shepcote Lane, Sheffield S9 1DR. For online orders, contact hello@pollards.com or 0114 261 7517, or write to Units A, B & C, Tinsley Industrial Estate, Shepcote Lane, Sheffield S9 1DR.

These terms apply to consumer orders through pollardscoffee.co.uk. For wholesale or business orders, please contact us to agree the appropriate terms.

2. Ordering and payment

Please check your coffee, weight, grind, packaging choice, delivery address and purchase frequency before paying. The checkout shows the total price, delivery charge and payment options. Prices are in pounds sterling and include any applicable VAT.

When you place an order, we send an acknowledgement. We accept your order when we send your dispatch confirmation. If we cannot accept your order, we will tell you and refund any payment taken. We will ask you to agree to any proposed substitute or correction to a pricing error; you may cancel instead.

Changes to our website prices do not change the price of an accepted one-off order.

3. Products and delivery

We aim to describe our products accurately. Coffee and tea are natural products, so appearance may vary. This does not affect your right to receive goods that match their description and meet the standards required by law.

Please read our shipping policy for charges, services and special-area enquiries. Delivery estimates run from dispatch. If your parcel is late or missing, contact us so we can investigate and put matters right. The goods remain our responsibility until you, or someone you nominate, receives them, subject to any exception that applies by law.

4. Returns, cancellation and faulty goods

Our returns and refunds policy explains our 30-day goodwill offer and your statutory rights. For eligible online goods orders, you can tell us you wish to cancel within 14 days after receipt and then have a further 14 days to return the goods. Where an order provides regular deliveries over a defined period, the statutory cancellation period normally runs from receipt of the first delivery.

You pay change-of-mind return postage where we have told you this before purchase. For statutory cancellation of a whole order, we refund standard outward delivery. Any lawful exceptions and deductions are explained in the returns policy. Choosing a standard grind does not automatically make an order bespoke. Your rights when goods are faulty, not as described or otherwise fail to meet legal standards are unaffected.

5. Subscriptions

Your selected subscription and checkout show the charge, delivery frequency and duration. Ongoing subscriptions continue until cancelled. To stop the next scheduled charge, cancel at least 24 hours before it is due. Later cancellations stop future renewals; contact us about an order already charged or being processed. Prepaid six- and twelve-month coffee packages include delivery, end after their final monthly delivery and do not automatically renew. We do not offer voluntary cancellation or refunds for unused months part-way through a prepaid package. This does not affect your statutory cancellation or faulty-goods rights. Please read our purchase options cancellation policy for more details.

6. Using our website

Provide accurate order and account details and keep your sign-in details secure. Do not use the website unlawfully, impersonate others, upload harmful software or interfere with its operation.

You may use our content for personal shopping. Please ask permission before copying it for commercial use. External links have their own terms and privacy notices. We remain responsible for our own obligations to you.

7. Our responsibility

If we breach our agreement or fail to use reasonable care, we are responsible for loss or damage that was reasonably foreseeable. We do not exclude or limit responsibility for death or personal injury caused by negligence, fraud, or anything the law prevents us from excluding. Nothing in these terms removes your statutory consumer rights.

For consumer purchases, we do not accept responsibility for business losses such as lost business profits. Website maintenance or interruptions do not remove our obligations for accepted orders.

8. Privacy, complaints and changes

Our privacy policy explains how we handle personal information. Contact hello@pollards.com or 0114 261 7517 if you have a complaint. Please include your order number and explain what has happened.

Updates to these terms apply to future orders. They do not retrospectively change an accepted order. Any changes to an ongoing subscription must be explained in advance and preserve the customer's legal rights.

9. Law and courts

These terms are governed by the law of England and Wales. Consumers living in Scotland or Northern Ireland also retain the mandatory protections of the law where they live and may bring proceedings in their local courts. If a term is unenforceable, the remaining terms continue to apply.