Refund policy

Neighbours Notes – Returns & Refunds 
Last updated: 18 February 2026

Neighbours Notes is a trading style of Oatley Coffee Ltd.
Returns address: 39 Priory Road, Hampton, TW12 2NS, United Kingdom
Contact: info@oatleycoffee.com | 020 4621 6001
Customer service hours: Monday–Friday 9:00am–6:00pm
Response time target: within 2 business days

A) Returns & Refunds

1) Before you return anything

Please contact us first at info@oatleycoffee.com with:

  • your order number,

  • the item(s) you want to return,

  • and photos (if damaged/faulty/incorrect).

We’ll confirm next steps and, where applicable, return instructions.

2) Change-of-mind returns (online orders)

If you are a consumer buying online, you generally have a 14-day right to cancel from the day after you receive your order, subject to legal exceptions.

To cancel, email us within 14 days of delivery. You then must return the goods within 14 days of telling us you’re cancelling.

3) Items that can’t usually be returned (common exceptions)

Change-of-mind returns may not apply (or may be limited) for:

  • goods that are sealed for hygiene/health protection and have been unsealed;

  • items that deteriorate or expire quickly;

  • made-to-order or personalised items (where applicable);

  • services already performed (where applicable).

4) Condition of returns

Returned items must be:

  • unused,

  • in resaleable condition,

  • and ideally in original packaging.

We may reduce refunds where value is diminished due to handling beyond what’s necessary to inspect the goods.

5) Faulty, damaged or incorrect items

If your item is faulty, damaged, or incorrect, contact us as soon as possible with photos. Where appropriate, we will offer a replacement, repair, or refund in line with your statutory rights.

6) Return shipping costs

  • Change-of-mind returns: you are responsible for return shipping costs. We do not reimburse return postage for change-of-mind returns.

  • Faulty/damaged/incorrect items: if the return is accepted as our fault, we will confirm the process and may cover reasonable return costs (or arrange collection) depending on circumstances.

7) Alcohol returns

Unless faulty/damaged/incorrect:

  • alcohol can only be returned if it is unopened, sealed, untampered, and in resaleable condition.

  • we do not accept returns of alcohol that has been opened or partially consumed, except where required by law.

8) Refund timing

Approved refunds are typically processed back to the original payment method after we receive and inspect the returned goods (or once a claim is accepted for damaged/faulty items).