Refund policy

At Black Eye Coffee Roasters, we want you to enjoy every cup. If something is wrong with your order, please contact us so we can help.

Cancelling before dispatch

You may cancel an order before dispatch for a full refund. Please contact us as soon as possible with your order number. Starting roasting or packing does not by itself remove this option. If your order has already been dispatched, the return and withdrawal process below applies.

Change-of-mind returns and withdrawal

Tell us that you wish to withdraw within 14 calendar days after delivery. Where goods from one order arrive separately, this period starts after the last item is delivered. You do not need to give a reason. After notifying us, send the goods back within a further 14 calendar days.

We accept unopened coffee with its original seal intact. For opened coffee, the change-of-mind right does not apply where the goods are unsuitable for return for health protection or hygiene reasons and the applicable legal exception is met. This does not affect complaints about faulty, damaged or incorrect goods. Coffee is not excluded simply because it is roasted to order.

Equipment and accessories

The unopened-coffee condition does not apply to equipment and accessories. You may inspect these goods as you would in a shop. You may be responsible for a reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Please return all included parts and, where possible, the original packaging.

How to request a return

Email socialcoffeeblackeyespecialist@gmail.com or call +356 99110396 with your name, order number or other proof of purchase, the items concerned and a clear statement that you wish to cancel or withdraw. A reason is optional for a change-of-mind return. Contact us for return instructions; your statutory withdrawal does not depend on our approval or the use of a particular form.

Return address: Black Eye Coffee Roasters, 90 Triq it-Tramuntana, Felice Flt, Il-Mellieħa MHL 1127, Malta.

Return costs

You pay the direct return postage for a change-of-mind return. We do not charge a restocking fee. We cover necessary return costs for faulty, damaged or incorrect goods; contact us so we can arrange the return.

Faulty, damaged or incorrect goods

Please contact us promptly with your order details and, where possible, photographs. For visible damage or an incorrect delivery, contacting us within 48 hours helps us investigate quickly, but this is a request, not a deadline that removes your legal rights. We will assess the problem and arrange the appropriate remedy, such as replacement or refund, in accordance with your statutory rights and at no necessary return cost to you. Opening a coffee bag does not remove your right to raise a quality complaint.

Refunds

For a withdrawal, we refund without undue delay and within 14 calendar days of being informed of your decision. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.

When you withdraw from the whole order, the refund includes the original standard delivery charge. Any extra amount paid for a more expensive delivery option is not refundable under the statutory withdrawal right. For a cancellation before dispatch, we refund the full amount paid for the cancelled order.

Refunds use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. Your bank or payment provider may take additional processing time to display the credit.

Your rights

This policy does not limit mandatory consumer rights, including rights relating to goods that are faulty or not as described. Contact us if you are unsure which process applies to your order.