Terms of sale

Last updated: 20 October 2026

These terms apply when you buy from Highs & Lows Coffee. Please read them before you order. If anything is unclear, email hello@rokadenterprise.ltd and we'll explain. These terms don't affect your legal rights as a consumer.

1. Who we are

Highs & Lows Coffee is a trading name of Rokad Enterprise Ltd, a company registered in England and Wales (company number 17483893). Our registered office is 12 The Hayfield, Blackburn, BB2 7BP. You can contact us at hello@rokadenterprise.ltd, and we aim to reply within two working days.

2. Our coffee

• Our core range (Highs, Lows and Decaf) is freshly roasted by Skylark, a non-profit speciality roaster in Brighton. We pack it into 250g bags and post it to you.
• We also roast some coffees ourselves, in small batches. These are labelled "Small batch" on our website and are roasted to order.
• The coffee in each roast (Highs, Lows and Decaf) changes from time to time, depending on what's in season. Our website shows the current coffee and its tasting notes.
• Our bags contain only coffee. Decaf coffee is very low in caffeine but not completely caffeine-free.
• Roasted coffee tastes best within a few weeks of roasting. Keep it sealed, somewhere cool and dark, and use it by the date on the bag.

3. Prices and payment

• Prices are shown on our website in pounds sterling and include any VAT that applies. Coffee prices include UK postage. Merch has a UK delivery charge of £3.99, which is free on merch orders of £50 or more; the delivery charge is shown before you pay.
• Payments are taken securely by Stripe. We never see or store your card details.
• Your order is accepted, and a contract is formed, when your payment succeeds and Stripe emails you a receipt.
• If we make an obvious pricing mistake, we'll contact you before posting anything and give you the choice of paying the correct price or cancelling for a full refund.

4. Subscriptions (pay each delivery)

• A subscription is ongoing. We charge your card every 2 or 4 weeks (whichever you chose), and post your coffee after each payment.
• You can cancel at any time. There's no minimum term and no cancellation fee. Use the "Manage my subscription" link on our website, or email us. Cancel at least one day before your next payment date to avoid being charged for the next delivery.
• If you'd like to skip a delivery, switch roast or change your grind, email us before your next payment date.
• If we need to change the price of your subscription, we'll email you at least 30 days before the new price applies, so you have time to cancel if you'd like.
• If a payment fails, Stripe will try again. If it keeps failing, your subscription may be cancelled.

5. Pay-ahead plans

• With a pay-ahead plan, you pay once, upfront, for a set number of deliveries (shown at checkout) and get a discount: 5% for 3 months, 7.5% for 6 months and 10% for 12 months.
• Pay-ahead plans don't renew automatically. We'll email you before your last delivery in case you'd like to renew.
• If you cancel within 14 days of ordering, you get a full refund, minus the full price of any bags already posted.
• If you cancel after 14 days, we'll refund the deliveries you haven't received yet. We'll take off the discount you received on the deliveries already sent, so you pay the normal price for those.

6. Gifts

• When buying a gift, enter the recipient's name and address at checkout. Your receipt is emailed to you, not them.
• We'll print your gift message on a card in the first parcel. We may decline to print a message that's offensive or inappropriate, and we'll tell you if we do.
• Make sure you have the recipient's permission to send them coffee, or are confident they'd welcome it. We use their name and address only to deliver the gift (see our privacy notice).
• Gift subscriptions are paid upfront and work like pay-ahead plans (section 5). The person who paid can ask for a refund.

7. Christmas pre-orders and shop orders

• Christmas pre-orders are paid for when you order and posted between 1 and 12 December. The last order date is shown on our website.
• We post in time for Royal Mail's recommended Christmas posting dates, but we can't control delays within Royal Mail.
• One-off bags (bought without a subscription) and other shop items are usually posted within 3 working days. Small-batch coffee is roasted to order and usually posted within 5 working days.

8. Pay it forward and the Ventures fund

• Paying it forward: when you pay for a bag (or three months of bags), we post that coffee to a person living with bipolar disorder who has asked us for it. We pass bags on in the order requests arrive.
• The Ventures fund: money you give to the fund is used for Highs & Lows Ventures, which provides micro-grants and mentorship to young people living with bipolar disorder who are starting their own businesses.
• These payments go to Rokad Enterprise Ltd. Highs & Lows Ventures is not a registered charity, so these payments are not charitable donations and Gift Aid doesn't apply.
• We'll never tell you who received your coffee, and we won't share your details with them. If you add a note or your name for the card, we'll read it before including it.
• If you change your mind within 14 days, email us and we'll refund any amount that hasn't yet been passed on.
• Asking for a bag: requests are free and you don't need to prove anything. We send bags while there's money in the pot, and can't guarantee when a bag will be available. Please ask only for yourself.

9. Delivery

• We deliver to UK addresses only, by Royal Mail. Our bags are designed to fit through a standard letterbox.
• Please check your delivery address at checkout. If a parcel goes to the wrong address because of a mistake in the address you gave, we may not be able to replace it free of charge.
• If your parcel hasn't arrived within 10 working days of posting, email us. We'll send a replacement or give you a refund.

10. Your right to cancel (the 14-day "cooling-off" period)

• Under UK law, you can cancel an online order within 14 days, starting the day after you receive your coffee (or, for subscriptions and pay-ahead plans, the day after you order).
• To cancel, email hello@rokadenterprise.ltd with your name and order details.
• For a single order, you can return unopened bags in their original condition. You pay the return postage unless the item was faulty or wrong. We'll refund you within 14 days of receiving the return.
• Opened bags of coffee can't be returned for hygiene reasons, unless they're faulty.

11. If something goes wrong

• If your coffee arrives damaged, is faulty or isn't what you ordered, email us within 30 days (photos help). We'll replace it or refund you. This is in addition to your rights under the Consumer Rights Act 2015.
• We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We're not responsible for loss that wasn't foreseeable, or for business losses.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited by law.
• We're not responsible for delays caused by events outside our control (such as postal strikes or severe weather). If this happens, we'll let you know and you can cancel for a refund of anything not delivered.

12. Other important terms

• We may update these terms from time to time. The version on our website when you order applies to that order. For subscriptions, we'll email you about any important changes.
• If a court decides part of these terms isn't valid, the rest still applies.
• These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.
• If you have a complaint, please email us first. We'll do our best to put things right.