For trade orders placed on www.redber-wholesale.co.uk
This page explains how we dispatch and deliver trade orders, what to do if something arrives damaged, and when we accept returns. It forms part of our Trade Terms & Conditions. Our Refund Policy sets out how refunds are handled.
Roasting and dispatch
All Redber coffee is roasted to order. We roast Monday to Saturday and dispatch Monday to Friday. Orders received before 16:00 are normally roasted and dispatched the same working day; orders received later, or during busy periods, may take an additional working day. Consumables, equipment and other stocked goods are dispatched within 1–2 working days.
Bulk and pallet orders (12 kg and above per line, or 100 kg and above per order) are scheduled with you by phone or email before dispatch.
Because coffee is roasted fresh for each order, next-day delivery is not guaranteed.
Delivery services and charges
Delivery is charged by weight and destination and the exact cost is shown at checkout before you pay. Orders that qualify for free UK mainland delivery are flagged at checkout; the current threshold is shown in the site header. All delivery charges include VAT.
- Standard tracked parcel delivery (UK mainland): most orders arrive within 1–2 working days of dispatch; coffee is roasted to order so next-day delivery is not guaranteed
- Pallet delivery (kerbside, tail-lift): for bulk coffee, vending ingredients and machines; the delivery day is booked with you in advance and access requirements confirmed
- Northern Ireland, Scottish Highlands and Islands, Isle of Man, Isles of Scilly and Channel Islands: a surcharge may apply depending on weight and destination; where a quoted rate is needed the trade team confirms it before anything ships
We do not deliver to PO Boxes or BFPO addresses. We do not currently ship trade orders outside the United Kingdom; contact the trade team if you need an export quotation.
Unusually large or heavy orders may attract an additional charge. Where that applies we will contact you to agree it before dispatch.
Collection
Trade orders can be collected from Unit 2, Merrow Depot Industrial Park, Merrow Lane, Guildford GU4 7BQ, Monday to Friday 08:00 to 16:30, once you have received a "ready for collection" email. Please bring your order number.
Tracking
You will receive a dispatch email with tracking details. We use DPD, DHL, Royal Mail and Amazon Shipping for parcels and a pallet network for larger consignments. Tracking can take a few hours to activate after dispatch. If the email has not arrived, check your junk folder before contacting us.
Equipment deliveries and installation
Commercial machines are delivered on a pallet to the kerbside unless installation has been arranged. Please make sure the site can accept a pallet delivery and that there is a clear route to the installation point. Where installation is included or purchased, we will agree a date with you; the site must have a suitable power supply, water supply and drainage in place before that date. We do not carry out plumbing or electrical work.
Checking your delivery
Please check every consignment on arrival. If there is visible damage, sign for it as "damaged"; if you cannot check it at the door, sign as "unexamined". Report any damage, shortage or incorrect item to contact@redber-wholesale.co.uk within 48 hours of delivery, quoting your order number and attaching photographs of the goods and packaging. We will replace, credit or refund as appropriate. Claims made outside this window may not be accepted, because we are unable to recover the loss from the carrier.
Returns — business customers
This site sells to business customers, and the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 do not apply to business-to-business sales. There is no cooling-off period and no right to return goods because you have changed your mind or over-ordered.
We do not accept returns unless we have agreed the return in writing before the goods are sent back. We will not accept a return where:
- the goods are roasted or ground coffee, or any other perishable or short-shelf-life product
- the goods were roasted, blended, ground or packed to a specification for your order, including white-label products
- the packaging has been opened, damaged or tampered with
- the goods have been used, installed, plumbed in or commissioned
- more than 14 days have passed since delivery
Where we agree to take back unopened, non-perishable stock, the goods must reach us in resaleable condition, carriage paid by you, and a restocking charge of 20% of the ex-VAT price will be deducted from the credit. Goods returned without prior written authorisation will not be accepted and may be returned to you at your cost.
Faulty or misdescribed goods
Nothing above limits your rights under the Sale of Goods Act 1979. If goods are of unsatisfactory quality, unfit for purpose or materially not as described, you may reject them for a refund or ask for a repair or replacement. Tell us in writing within a reasonable time of the fault becoming apparent, quote your order number, include photographs, and allow us to inspect the goods before a remedy is agreed. Equipment faults are handled under the manufacturer's commercial warranty in the first instance; contact us and we will arrange it.
If you are a consumer
If you bought from this site as a private individual rather than for a business, your statutory rights as a consumer are not affected by anything on this page. Please contact us and we will deal with your order under our retail policies.
How to request a return
Email contact@redber-wholesale.co.uk before sending anything back, with your order number, the items concerned and the reason. We aim to respond within one working day.
