Refund policy

Last updated: September 16, 2026

This Refund and Return Policy applies to every order placed on frenchpressandco.com. By placing an order you agree to the terms below. Nothing in this policy limits the statutory rights of consumers in the European Union or the United Kingdom (see the section "Your legal rights").

1. 30-day return window

You have 30 days from the delivery date to request a return for a full refund. The delivery date is the date recorded by the carrier's tracking. Return requests sent after this 30-day window will not be accepted.

2. How to request a return (mandatory)

Every return must be approved by our team before anything is shipped back. To request a return:

  1. Email contact@frenchpressandco.com with your order number and the reason for the return.
  2. We will ask you for: five clear photos of each item (front, back, both sides, inside or base), photos of the original packaging (outer box and inner packaging), a short video of each item, and confirmation that the item has not been used.
  3. Once we receive these elements, we review your request within 24 hours on business days and, if approved, send you the return address and a return reference.
  4. Ship the item within 14 days of approval, using a tracked service, and send us the tracking number.

Items shipped without prior approval, to an address other than the one we provide, or after the 14-day shipping deadline will not be accepted and will not be refunded. We cannot retrieve such parcels.

3. Condition of returned items

To qualify for a refund, the item must be:

  • Unused: never brewed with, washed, or filled. No coffee residue, no odour, no scratches, no water marks.
  • Complete: all parts and accessories included (lid, plunger, filters, screens, spoons, inserts, manuals).
  • In its original packaging, with the packaging intact and reusable.
  • Accompanied by your order number inside the parcel.

Every return is inspected on arrival. If an item shows signs of use, is incomplete, or is not in its original packaging, we reserve the right to refuse the refund, or to issue a partial refund reflecting the loss in value of the item. Refused items can be shipped back to you at your expense; if we do not hear from you within 14 days, they are disposed of.

4. Return shipping costs and responsibility

Return shipping costs are entirely at the customer's expense, except in the cases listed in section 5. For international returns, expect roughly 20 to 40 USD depending on the carrier, weight and destination.

  • The parcel travels under your responsibility until it reaches us. We are not responsible for returns that are lost, damaged, delayed or held by customs in transit. Always use a tracked and, if possible, insured service, and keep your proof of posting. If a return goes missing, the claim must be filed by you with your carrier.
  • A refund is only issued once the item has been received and has passed inspection. No refund is issued on the basis of a tracking number alone.
  • Pack the item properly. Damage caused by insufficient packaging on the way back is treated as a used or damaged item (section 3).
  • For international returns, mark the parcel as "returned goods" on the customs form. Any customs duties, taxes or fees charged to us on a return are deducted from your refund.

5. Damaged, defective or incorrect items

Please inspect your order on delivery. If an item arrives damaged, defective, or is not the item you ordered, contact us within 48 hours of delivery with your order number, 3 to 4 clear photos of the issue, a photo of the shipping label, and photos of the packaging. This window lets us open a claim with the carrier; after 48 hours we can no longer file a transit claim.

Once confirmed, we send a replacement or issue a refund within 48 hours. In these cases we cover any return shipping, and no return is required unless we ask for it. We may ask you to keep the item and packaging until the case is closed, or to return the item with a prepaid label we provide.

Wear resulting from normal use, damage caused by misuse, drops, dishwashers, abrasive cleaning products, or thermal shock (boiling water poured into a cold glass carafe, for example) is not covered.

6. Items that cannot be returned

  • Items purchased with a discount of 30% or more (final sale).
  • Items showing any sign of use, or returned incomplete or without their original packaging.
  • Consumables once opened: coffee beans, paper filters, cleaning tablets and similar.
  • Gift cards.
  • Personalised or custom items.

Bundles and sets: items purchased as part of a bundle are refunded at their bundle-allocated price, and the bundle discount is recalculated if only part of the bundle is returned.

7. Refunds

  • Refunds are issued to the original payment method only. We cannot refund to a different card, account or person.
  • Approved refunds are processed within 5 business days after inspection. Your bank or card issuer may take a further 5 to 10 business days to show the amount.
  • Original shipping fees and the Priority Insured Shipping upgrade are non-refundable for change-of-mind returns, except where the law requires otherwise (see section 11).
  • Refunds are made in the currency of the original payment. We are not responsible for exchange-rate differences or fees applied by your bank.
  • If more than 10 business days have passed since your refund was approved and you have not received it, contact us with your order number.

8. Exchanges

We do not process direct exchanges. The fastest way to get a different size, colour or product is to return your item under this policy and place a new order.

9. Order cancellations and address changes

Orders can be cancelled or modified within 2 hours of purchase, as long as they have not yet been processed. Email us with your order number. Once an order has been processed or shipped, it can no longer be cancelled: it must be returned under this policy after delivery. Shipping addresses cannot be changed once the order has shipped.

10. Failed, refused or unclaimed deliveries

  • If a parcel is refused, not collected from the pickup point, or returned to the sender because of an incorrect or incomplete address provided at checkout, the order is treated as a change-of-mind return: the refund, if any, is issued only once the parcel is back with us, minus the original shipping costs and any return or storage fees charged by the carrier.
  • We are not responsible for parcels that are lost or destroyed by the carrier because of an incorrect address provided by the customer.
  • If your parcel shows as delivered but you cannot find it, check with neighbours, your building and the local carrier office first, then contact us within 7 days so we can open an investigation.

11. Your legal rights (European Union and United Kingdom)

If your order is delivered in the European Union or the United Kingdom, you have the legal right to withdraw from your purchase within 14 days of receiving it, without giving a reason. To exercise it, email us within that period; you then have 14 days to send the item back. Our 30-day policy already exceeds this right. In accordance with the law, you bear the direct cost of returning the goods, we may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to inspect the item, and the refund (including the standard delivery cost you paid, if any) is issued within 14 days of receiving the goods or proof that you sent them. Your legal guarantee of conformity (two years in the EU, and your rights under the UK Consumer Rights Act 2015) applies in addition to this policy and is not affected by it.

12. Chargebacks and abuse

Please contact us before opening a dispute with your bank or payment provider: most issues are solved within 24 hours. We keep full records of every order (tracking, delivery confirmation, photos, correspondence) and provide them in any dispute. We reserve the right to refuse returns and future orders from customers with an abusive return pattern, or where fraud, misuse or a breach of this policy is suspected.