Legal

Refund & Returns Policy

Last updated: 28 July 2026

This Refund & Returns Policy applies to all purchases of Wellaray Coffee made through The Norwell Review (operated by Norwell Media Ltd). It sets out your rights and the process for returns and refunds.

1. Your Right to Cancel (14-Day Cooling-Off Period)

You have the right to cancel your order within 14 calendar days from the day after you receive your goods. This is your statutory right under the Consumer Contracts Regulations 2013 and applies to distance-selling contracts (including telephone and online orders).

To exercise this right you must notify us of your decision to cancel before the 14-day period expires. You may do this by:

• Emailing us at info@enerbackliving.world with your name, order reference, delivery address and a clear statement that you wish to cancel;
• Calling us on +44 20 7946 0112 (Monday-Friday, 09:00-17:00 GMT);
• Writing to us at: Norwell Media Ltd, 14 Camberwell Road, London, SE5 0EE.

2. Conditions for Return

To be eligible for a full refund, returned products must meet the following conditions:

• Products must be sealed and unused - in their original, unopened packaging.
• Products that have been opened cannot be returned for hygiene and food safety reasons, unless the product is defective or not as described.
• The return must be initiated within the 14-calendar-day window from the date of receipt.

If a product is returned in a condition that suggests it has been opened, used or damaged by the customer, we reserve the right to make a deduction from the refund to reflect any reduction in value.

3. Return Process - Step by Step

1. Notify us: Contact us within 14 calendar days of receipt using one of the methods above to confirm your wish to cancel and return.
2. Receive return instructions: We will confirm the return address and any packaging requirements within 2 working days of receiving your cancellation notice.
3. Send the product back: You must return the goods within 14 calendar days of notifying us of your cancellation. We recommend using a tracked postal service and retaining your proof of postage.
4. Refund issued: Once we receive and inspect the returned goods, we will process your refund within 14 calendar days of receiving the return. The refund will be made to the same payment method used for your original order.

4. Return Postage Costs

Unless the product is faulty, not as described, or there was an error on our part:

• The cost of return postage is borne by the customer under the Consumer Contracts Regulations 2013 when the right of cancellation is exercised.
• We will always cover the cost of return postage for defective or incorrect products.

5. Refund Amount

For valid cancellations within the 14-day window:

• You will receive a full refund of the purchase price including any standard delivery charge paid at the time of order.
• If you chose an express or enhanced delivery option, we refund only the cost of standard delivery - not the premium portion.
• The refund is processed to your original payment method.

6. Defective or Incorrect Products

If you receive a product that is defective, damaged in transit, or materially different from what was described, you have additional rights under the Consumer Rights Act 2015, including the right to:

• a full refund within 30 days of purchase;
• a replacement or repair after 30 days, subject to inspection.

Please contact us immediately at info@enerbackliving.world if your order arrives damaged. Please retain the packaging and photograph any damage before contacting us.

7. Exclusions

The right to cancel does not apply to:

• Products that have been opened or used (for hygiene reasons, under Reg. 28(3) of the Consumer Contracts Regulations 2013);
• Orders cancelled after the 14-calendar-day window has expired (except where the product is faulty).

8. Contact for Returns

Your statutory rights under UK consumer law are not affected by this policy. For independent advice on your consumer rights, you may contact the Citizens Advice consumer helpline on 0808 223 1133 or visit citizensadvice.org.uk.