Terms of service

TERMS AND CONDITIONS OF SALE

The trade and brand name Caretta Coffee is owned by Caretta Coffee Roasters

Please read these Terms and Conditions carefully before using the website carettacoffee.com If you have any questions, please use our contact form to get in touch: hello@carettacoffee.com

You buying our great coffee and us giving you the best service possible are our top priorities. So, please let us know how we are doing and where we can improve.

TERMS OF USE & AGREEMENTS

By visiting our site and/or purchasing something from us, you agree to engage in our “Service” and to be bound by these terms and conditions (“Terms of Service,” “Terms”), including additional terms and policies referenced herein or available by hyperlink.
These Terms of Service apply to all users of the site, including but not limited to browsers, vendors, customers, merchants, and contributors of content.

UNDELIVERED OR MISSING PACKAGE CLAIM POLICY

Our website ensures prompt dispatch of orders through our trusted shipping partners DHL, Royal Mail, Taurus Logistics. Once a package is confirmed delivered by the carrier, responsibility transfers to the recipient of goods.

For missing packages marked “delivered” and signed for by DHL/Royal Mail, the issue should be resolved with the carrier directly.
Tracking details will be provided via email by us and/or our logistics partners.

We strive to assist with communication when possible, but our ability to provide replacements or refunds is limited for items marked as “delivered” by the carrier.

Customer Responsibility:

Ensure accurate delivery information when placing your order.
Address discrepancies in tracking promptly with DHL/Royal Mail.

RETURN POLICY

All purchases are considered final.
Returns or exchanges are accepted only for items:

Damaged in transit.
Incorrectly shipped / wrong items.

Conditions for Returns:

Items must be in original, undamaged packaging to qualify for a refund.
Coffee products cannot be returned due to health and safety regulations.
Return shipping costs, including customs fees if applicable, are the customer’s responsibility unless explicitly agreed otherwise.

Refunds and Exchanges:

Email us within 30 days of the order date to request a refund or exchange.
Photos of damaged or incorrect items must clearly show the issue for evaluation.
Refunds exclude shipping costs unless otherwise agreed.

PRIVACY

We respect your privacy. Personal information is treated as private and confidential and will not be shared with third parties. Your information is secured and encrypted in compliance with PCI Data Security Standards. Full credit card numbers are not stored.

UPDATED TERMS AND CONDITIONS

New features or tools added to the store are subject to these Terms.
We reserve the right to update, modify, or replace parts of these Terms by posting changes on the website. It is the customer’s responsibility to review and stay updated on changes.

PRODUCT INFORMATION

We reserve the right to:

Limit product or service sales to individuals or regions at our discretion.
Change product descriptions or pricing without notice.
Discontinue any product at any time.

Errors or inaccuracies in product details or pricing may lead to order cancellation.

PRICES

All prices include VAT and excise tax unless stated otherwise. Delivery costs are excluded.
We reserve the right to amend pricing or cancel orders due to typographical errors.

DELIVERY

Orders are typically shipped within 4-5 working days, unless stated otherwise.

Customer Responsibility:

Provide accurate and complete shipping details.
Delays due to incomplete or incorrect information are the customer’s liability.

While we strive for prompt delivery, delays may occur due to circumstances beyond our control, such as customs or courier issues.

FREE SHIPPING

When selecting “Free Shipping,” we determine the shipping method, carrier, and timeframe. Delivery methods will prioritize cost-efficiency, and estimated delivery times are indicative only, subject to carrier schedules.

DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

Services are provided “as is” and “as available.”
We do not guarantee uninterrupted, error-free, or timely use of the website or services.
Liability for damages is capped at the lesser of the total order value or £100, including losses due to technical errors or website unavailability.

RIGHT OF CANCELLATION

We reserve the right to:

Refuse or cancel orders for reasons including, but not limited to, limited stock, errors, or fraud concerns.
Issue refunds for cancelled orders.

VAT, IMPORT DUTIES, AND RISK IN CERTAIN COUNTRIES

Prices exclude VAT and import duties unless explicitly stated.

Customer Responsibilities:

Fulfil VAT and import duty obligations in your country.
Ensure compliance with local laws and import regulations.

Refund Terms:

Refunds exclude shipping charges if VAT or duties are unpaid, leading to package returns.
Additional return charges incurred will be borne by the customer.

Shipping Incoterms:

Our standard international shipping Incoterms (outside of the EU) is DAP (Delivered at Place). This means that as the customer, you are responsible for any import duties, taxes, and customs clearance fees upon arrival. Declining the package or refusing to pay the required fees will not result in a refund. Additionally, any extra costs incurred—such as return shipping or resending the package—will be charged to you if the shipment is returned due to non-payment or non-compliance with import regulations.

ORDER PLACEMENT AND COMMUNICATION

By placing an order with Caretta Coffee, you agree that we may contact you via email, phone, or other communication channels regarding your order. This includes, but is not limited to:

Order confirmation and updates
Shipping and delivery information
After-sale service, including product assistance or feedback requests
Notifications about product recalls or important updates related to the purchased items or our company
Updates About Related Products or Services: we may inform you about new products, services, or special offers that may complement your purchase.

After-Sale Service and Notifications:
As part of our commitment to quality and customer satisfaction, we may reach out to provide assistance, answer queries, or share essential product updates. Your contact information will be used in accordance with our Privacy Policy

Opt-Out Option:
If you prefer not to receive non-essential communications, you may opt-out at any time by contacting us at hello@carettacoffee.com. Essential updates, such as order information and product recalls, cannot be opted out of for safety and compliance reasons.

_{INTELLECTUAL PROPERTY AND RIGHTS OF USE}

All content and intellectual property rights contained within this website (carettacoffee.com) , including, but not limited to, registered trade marks, imagery, graphics and editorial content are the property of Caretta Coffee Roasters. You are only permitted to use this material as authorised in writing by us. You agree not to modify, rent, lease, loan, sell , distribute or create works based on Caretta Coffee Roasters products or brand.