Refund & Returns Policy

At The Coffee Machine Exchange, we sell a range of new, used, refurbished and reconditioned coffee machines and equipment.

Our returns policy differs depending on whether you are purchasing as a consumer or as a business/trade customer.

Business & Trade Customers

Business and trade customers do not have the consumer 14-day cooling-off or cancellation right.

Used, refurbished and reconditioned machines purchased by a business are therefore not eligible for change-of-mind returns, exchanges or refunds.

This includes situations where the customer: changes their mind; orders the wrong machine; no longer requires the machine; decides the machine is not suitable for their intended use; or does not like the cosmetic condition where this is consistent with the stated condition or grade.

Any faults, damage, missing parts or limitations disclosed before purchase will not normally constitute grounds for return or refund.

However, nothing in this policy removes any statutory rights or remedies that cannot legally be excluded. If you believe a machine is faulty, materially different from its description or otherwise gives rise to a legal claim, please contact us so that we can investigate.

Business purchases may also be subject to our Business (Trade) Terms of Sale.

Consumer Customers

If you are purchasing as a consumer, you have statutory rights under UK consumer law.

For eligible online purchases, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to applicable exceptions.

If you exercise this right, you must notify us within the applicable cancellation period and return the goods to us.

Returning Goods

Unless the goods are faulty, damaged or not as described, the customer is responsible for the cost of returning goods where the statutory cancellation right is being exercised.

Goods should be returned securely packaged and in a condition that allows us to inspect them.

You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functionality.

For large or specialist equipment, please contact us before arranging a return so that we can provide the appropriate return instructions.

Refunds

Once returned goods have been received and inspected, we will process any refund due within 14 days, unless otherwise agreed or a different period is required by law.

Refunds will normally be made using the original payment method.

Where applicable, we may withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.

Original standard delivery charges may be refundable where required by law. Any additional delivery charge resulting from the customer choosing a more expensive delivery service will not necessarily be refundable.

Faulty, Damaged or Incorrect Goods

If your goods arrive damaged, faulty or materially different from their description, please contact us as soon as possible at:

info@coffee-machine-exchange.co.uk

Please provide your order number and photographs or other relevant information where possible.

We will investigate the issue and provide an appropriate remedy in accordance with your statutory rights.

Returns Address

Returns should not be sent to us without prior authorisation.

Please contact:

info@coffee-machine-exchange.co.uk

for return instructions before sending any goods back.

The customer is responsible for ensuring that returned goods are adequately packaged and protected during transit unless we have agreed otherwise.

We cannot accept responsibility for goods lost or damaged during a return arranged by the customer where the customer has chosen the return method.

Important

Nothing in this Refund & Returns Policy affects or limits any statutory rights that cannot legally be excluded or restricted.

If you have any questions about a return or refund, please contact us at info@coffee-machine-exchange.co.uk.

The Coffee Machine Exchange
Brew HQ
Plymouth Road
Liskeard
PL14 3PG
United Kingdom