Refund policy

We do not accept returns on opened products. Coffee is a fresh, perishable product, so once it’s been opened, it’s yours to enjoy.

How returns work

All returns must be requested by email. Please email us at divein@truestartcoffee.com with:

  • Subject line: RETURN

  • Your name and order number

  • The reason for the return (see valid reasons below)

We’ll review your request and come back with next steps if your return is approved.

Got the wrong order?
If what you received isn’t what you ordered, please let us know within 14 days.
We’ll sort a replacement or refund once we’ve received the items back.

Something off?
If there’s an issue with your product, please contact us within 14 days of delivery. 

Arrived damaged?
If your order turns up looking worse for wear, please let us know within 14 days.
(If you can, flag it with the courier on delivery too.)
We’ll take it from there once the item is returned.

Who pays for returns?

  • If the item is incorrect or damaged, we’ll make it right.

  • For anything else, return shipping is your responsibility.


We strongly recommend using a tracked or signed-for service to avoid any lost packages!

If you have any questions about our returns policy, please email our lovely Customer Experience team at divein@truestartcoffee.com and they’ll be more than happy to help 💛