Terms and conditions of Lumen Coffee Roasters

1. Ordering and payment

T-1.1 Order confirmation

An order is accepted when we send the confirmation e-mail, which we send within 1 hour of payment. The e-mail carries an order number in the form LC-1042.

T-1.2 Prices

All prices are in euros and include French VAT. The price charged is the one shown on the product page at the moment the order is placed.

T-1.3 Payment methods

We accept bank cards, a digital wallet and bank transfer online, and cash in the Marseille shop only. Card and wallet payments are charged in full when the order is placed; an order paid by bank transfer is cancelled if the transfer has not arrived after 7 days. Wholesale orders are paid as set out in T-6.4.

T-1.4 Changing or cancelling an order

A one-off order may be changed or cancelled free of charge until 11:00 (Paris time) on its roast day; after that time the coffee is roasted for you and the order ships. Subscription deliveries are not covered by this clause: they can be changed, skipped or cancelled until the cut-off in T-5.3.

2. Roasting and shipping

T-2.1 Roast days

We roast on Mondays and Thursdays and ship within 24 hours of roasting.

T-2.2 Order cut-off

Orders placed before 11:00 (Paris time) on a roast day go out with that day's roast. Orders placed on Friday, Saturday or Sunday ship with Monday's roast.

T-2.3 Delivery in France

Delivery in France is by tracked home delivery in 2 to 3 business days and costs 4.90 €. It is free on orders over 35 €.

T-2.4 Delivery in the European Union

Delivery to other EU countries is by express courier in 3 to 5 business days and costs 8.90 €. It is free on orders over 60 €.

T-2.5 Delivery to the United Kingdom and Switzerland

Delivery to the United Kingdom and Switzerland takes 4 to 7 business days and costs 12.90 €. Any customs duty charged on delivery is paid by the recipient.

T-2.6 Countries we do not deliver to

We do not ship outside Europe.

T-2.7 Tracking

Every order gets a tracking link by e-mail when the label is printed. If the tracking page has not updated for 3 business days, contact us and we open an investigation with the carrier.

3. Lost or damaged parcels

T-3.1 Lost parcels

If a parcel is marked delivered but cannot be found, we reship it at no cost after 5 business days. Please check with neighbours and your building's mail room first.

T-3.2 Damaged parcels

If a bag arrives damaged, send us a photo within 7 days of delivery and we replace it free of charge.

4. Returns and refunds

T-4.1 Opened coffee

Coffee is a fresh food product, so an opened bag cannot be returned or refunded. The only remedies for an opened bag are the replacement of a damaged bag in T-3.2, the replacement in T-4.2 and, when the item was wrong, T-4.4.

T-4.2 Coffee that is not to your taste

If a coffee is not to your taste, tell us within 14 days of delivery and we send a different coffee of equal value for free. This applies 1 time per order, and the first bag does not need to be sent back.

T-4.3 Unopened bags

Unopened, sealed bags can be returned within 14 days of delivery for a full refund of the product price. Return shipping is paid by the customer unless the order was wrong.

T-4.4 Wrong or faulty items

If we sent the wrong coffee or the wrong grind, or if equipment arrived faulty, we pay for the replacement, the return label and the original shipping cost.

T-4.5 Equipment returns

Grinders, kettles and brewers can be returned within 30 days of delivery if they are unused and in their original packaging.

T-4.6 Equipment warranty

Grinders, kettles and brewers carry a 2-year manufacturer warranty, counted from the delivery date.

T-4.7 Refund timing

Refunds go back to the original payment method within 5 business days of our approval, except for gift card purchases, which follow T-4.8.

T-4.8 Gift card purchases

A purchase paid with a gift card is refunded as store credit, never as money.

5. Subscriptions

T-5.1 How a subscription works

A subscriber chooses a coffee or "Roaster's choice", a bag size of 250 g or 1 kg, a grind, and a delivery every 1, 2, 3 or 4 weeks.

T-5.2 Subscriber discount

Subscribers save 12 % on every bag, and shipping of subscription deliveries is free in France.

T-5.3 Pausing or skipping

A subscriber may skip a delivery or pause for up to 3 months from the account page. The cut-off for skipping, pausing, changing or cancelling the next delivery is 23:59 (Paris time) on the day before its roast date.

T-5.4 Changing coffee

The coffee, bag size, grind or rhythm can be changed at any time. A change made before the cut-off in T-5.3 applies to the next delivery.

T-5.5 Cancelling a subscription

A subscription can be cancelled from the account page at any time, with no minimum commitment and no cancellation fee. A cancellation made after the cut-off in T-5.3 takes effect after the next delivery, which still ships and is charged.

T-5.6 Gift subscriptions

Gift subscriptions run for 3, 6 or 12 months and are paid up front. They do not renew automatically.

6. Wholesale accounts

T-6.1 Who can open a wholesale account

Wholesale accounts are open to businesses only (cafés, restaurants, offices, shops) that give a valid company registration number. We answer every application within 2 business days.

T-6.2 Minimum wholesale order

The minimum wholesale order is 5 kg of coffee, supplied in 1 kg bags.

T-6.3 Wholesale prices

Wholesale customers pay 25 % less than the shop price on coffee and 10 % less on equipment. Subscriber discounts and promotional codes do not apply to wholesale orders.

T-6.4 Wholesale payment terms

The first wholesale order is paid in advance. Later orders are invoiced and payable by bank transfer within 30 days of the invoice date.

T-6.5 Late payment

When an invoice is unpaid after 30 days, deliveries are paused until it is settled and a fixed recovery fee of 40 € is added per unpaid invoice.

7. Appointments

T-7.1 Private tasting session

A private tasting session lasts 45 minutes, is free of charge and is open to anyone. Sessions take place at the Marseille roastery from Tuesday to Friday and start on the hour, from 10:00 to 16:00.

T-7.2 Barista training

Barista training lasts 120 minutes, costs 50 € per person and is open to anyone. It takes place on Saturdays only, with sessions starting at 10:00, 12:00 and 14:00.

T-7.3 Wholesale consultation

A wholesale consultation lasts 60 minutes and is for business customers only: a person booking on behalf of a company, café, restaurant or office may book it, and private customers may not. Consultations take place from Monday to Thursday and start on the hour, from 09:00 to 17:00.

T-7.4 Minimum notice

An appointment must be booked at least 24 hours before it starts.

T-7.5 How far ahead

An appointment cannot be booked more than 30 days ahead.

T-7.6 One active booking

A customer, identified by e-mail address, may hold 1 active booking at a time. A new appointment can be booked once the current one has taken place or has been cancelled.

T-7.7 Cancelling an appointment

An appointment can be cancelled free of charge up to 24 hours before it starts. Later than that it can no longer be cancelled online.

T-7.8 Rescheduling

An appointment can be moved to another time 2 times at most, and only up to 24 hours before it starts. The new time must follow the booking rules of T-7.4, T-7.5 and T-7.9.

T-7.9 Closed dates

No appointment takes place on 11 November 2026, 24 December 2026, 25 December 2026, 26 December 2026 or 1 January 2027.

T-7.10 Booking details and reference

A booking needs the customer's name and a valid e-mail address. Each booking receives a reference made of 3 letters and 4 digits, which is required to move or cancel it.

8. Privacy

T-8.1 Data we keep

We keep your name, addresses, e-mail address, order history and bookings, and use them only to process orders, appointments and support requests.

T-8.2 How long we keep it

A customer account is deleted 3 years after its last order. Invoices are kept for 10 years, as French law requires.

T-8.3 Your rights

You may ask to see, correct or delete your data by writing to hello@lumen-coffee.example. We answer within 30 days; invoices stay on file for the period stated in T-8.2.

T-8.4 No resale of data

We never sell or rent customer data. It is shared only with our carriers and payment providers, and only as far as an order requires.

T-8.5 Chat conversations

Conversations with our chat assistant are kept for 12 months and then deleted.

9. Liability

T-9.1 Limit of liability

Our liability for an order is limited to the amount paid for that order.

T-9.2 Events outside our control

We are not liable for delays caused by strikes, weather or carrier failures. If such a delay exceeds 30 days, the customer may cancel the order for a full refund, even after the time limit of T-1.4.

T-9.3 Governing law

These terms are governed by French law, and disputes are heard by the courts of Marseille.

10. Contact and complaints

T-10.1 E-mail

Write to hello@lumen-coffee.example. We reply to questions within 1 business day; wholesale applications, data requests and complaints follow the time limits of T-6.1, T-8.3 and T-10.3.

T-10.2 Telephone

Call +33 1 99 00 12 34 from Monday to Friday, 09:00 to 17:00 (Paris time).

T-10.3 Complaints

A written complaint is answered within 10 business days. If it is still unresolved after 60 days, the customer may refer it to a consumer mediator free of charge.