Returns and refunds

Consumer cancellation rights

Where you buy from us as a consumer rather than for the purposes of a business, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally give you the right to cancel a distance purchase within 14 days of receiving the goods, and a further period in which to return them. Goods should be returned in the condition in which they were supplied. Certain categories of goods are excluded from those rights.

Business purchases

Statutory cancellation rights under those regulations apply to consumers. They do not automatically apply where goods are bought by a business, whether a sole trader, partnership or limited company, for use in that business. Most of what we sell is commercial equipment purchased for trade use, so please assume your order falls into this category unless you have told us otherwise.

That does not mean business customers are left without recourse. We will always look at a return request on its merits, and your rights in relation to goods that are faulty, not as described or not fit for a purpose made known to us are unaffected. Where we agree to accept a return that we are not legally obliged to accept, we may apply conditions, including a restocking charge and a requirement that the goods are unused and in their original packaging.

Damaged or faulty goods

Inspect your delivery on arrival. If packaging or goods are visibly damaged, note this on the delivery paperwork before signing where you are able to, and tell us as soon as possible with photographs of the damage and the packaging.

If a fault appears later, contact us with your order number, the model and a description of what the machine is doing. Manufacturer warranty cover applies to many products, and in those cases the manufacturer’s own process may be the fastest route to a resolution. We will tell you which applies and help you through it.

Items we are usually unable to accept back

• Coffee beans, milkshake mixes, slush syrups and other consumables once opened, unsealed or used, for hygiene and food safety reasons
• Products made, sourced or configured to your specification
• Goods that have been installed, plumbed in, modified or used beyond what is reasonably necessary to establish their nature and function
• Items returned without their original packaging, accessories or documentation, unless agreed with us in advance
• Goods damaged after delivery through misuse, incorrect installation, inadequate water treatment or failure to follow the manufacturer’s cleaning and maintenance instructions

How to start a return

• Contact us first on 01706 216822 or sales@coffeemachinehq.com with your order number and the reason for the return. Please do not send goods back without speaking to us.
• We will confirm whether the return can be accepted, where to send the goods and any conditions that apply.
• Package the goods securely. Until they reach us, they remain your responsibility, so we recommend a tracked or insured service for anything of value.
• Once the return has been received and inspected, we will process any refund due to the original payment method.

Return carriage costs are your responsibility where you are returning goods because you have changed your mind. Where goods are faulty, incorrectly supplied or not as described, we will cover the cost of return. Nothing in this policy affects your statutory rights.