Refund policy

 

COMMERCIAL RETURNS & WARRANTY POLICY

1. Applicability

This policy applies exclusively to business-to-business (B2B) transactions within the United Kingdom. The buyer acknowledges that they are purchasing goods for commercial use. Consequently, statutory cancellation rights available to individual consumers, such as those under the Consumer Contracts Regulations, do not apply to these transactions.

2. Non-Faulty Returns

Returns of non-faulty equipment are granted only at the sole discretion of The Coffee Lobby Ltd.

The buyer must request a return in writing via contact@thecoffeelobby.co.uk within 14 calendar days of delivery. To be eligible for a return, the equipment must be unused, in original resalable condition, and must not have been installed or plumbed into any water or electrical system. Any equipment that has been installed or used to brew coffee will be deemed used and will not be accepted for return.

NOTE: No returns will be accepted without a written Return Merchandise Authorisation (RMA) number provided by The Coffee Lobby Ltd.

3. Restocking Fees and Delivery

All authorised returns of non-faulty equipment are subject to a 25% restocking fee to cover technical inspection, testing, and repackaging. The buyer is solely responsible for arranging and paying for all transport, insurance, and freight costs to return the equipment to our UK premises. All risk of loss or damage during transit remains with the buyer; accordingly, we strongly recommend the use of a specialised machinery courier. All authorised returns must be delivered to: The Coffee Lobby Ltd, Unit 7 Space-2-Work, Furnax Lane, Warminster, Wiltshire, BA12 8GL.

4. Faulty or Damaged Equipment

In accordance with the Sale of Goods Act 1979, we warrant that the goods delivered will be of satisfactory quality and fit for purpose. Any transit damage must be noted on the delivery note and reported to contact@thecoffeelobby.co.uk within 48 hours of receipt. For confirmed manufacturing defects, The Coffee Lobby Ltd reserves the right to repair the equipment at our own cost, replace the equipment with an identical model, or issue a refund if repair or replacement is not commercially viable. We will cover the cost of return shipping for equipment confirmed to be faulty upon arrival.

5. Installation and Misuse Exclusion

This policy does not cover faults resulting from incorrect installation, such as the failure to use required water filtration, connecting the machine to an incompatible power supply, or lack of proper maintenance. If a machine is returned as faulty but is found to have been damaged by improper installation or misuse, it will be treated as a non-faulty return subject to the restocking fee or returned to the buyer at their expense.

6. Refund Process

Refunds will be processed only after a full technical inspection by our engineers to verify the condition of the machine. Approved refunds, minus any applicable restocking fees, will be issued to the original payment method within 14 business days of receipt