Refund policy

I'm not satisfied with my order – can I get a refund?
If you’re not happy with your purchase, please get in touch with us at info@osusf.com and we’ll do our best to make things right. To be eligible for a refund or return, your order must be unused, unopened, and returned in its original packaging.

How long will it take to receive my refund?
Once we’ve received your item, we’ll aim to process your refund within 3–4 working days. Please note, we’re unable to issue a refund until the returned item has reached us.

Can I exchange my order for something else if I’m not happy with it?
Yes! If your order is still unopened and in its original packaging, we’d be happy to arrange an exchange. Just drop us an email at [email] with the reason for the swap and details of what you’d like instead. You’ll need to return the original item at your own cost, but we’ll send the replacement out to you free of charge.

I received something different to what I ordered – what should I do?

If you received the wrong product, please email us at [email]. We’ll arrange to send you the correct order and provide instructions for returning the incorrect item. To be eligible for an exchange, the product must be unused, unopened and in its original packaging. We’ll need to receive the returned item before we can dispatch the replacement.

How long do I have to decide if I want to return my order?
Returns or refund requests must be made within 14 days of receiving your order. This applies to both coffee and equipment.