We want every customer to be pleased with any purchase they have made in any of our shops and on our internet website. Should you wish to return anything bought from us, we shall consider refund or exchanging a product provided it is in fully re-saleable condition. Returns should be made within a reasonable time (usually 16 days) and in original, undamaged packaging.* Please see below for exceptions to this policy.

If the product has been used or if the product returned is not in a fully re-saleable condition or the packaging is damaged or the parts are missing, we reserve the right to refuse a refund on the item, or deduct up to 40% of the original selling price from the refund amount. This does not affect your statutory rights.

Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:

• The original account no longer exists
• The original account details have expired
• The order has been placed exclusively with gift vouchers
• The recipient requires a credit

Coffee Machines and Electrical Appliances

After 16 days of purchase, the guarantee given with the product is a repairing guarantee. This can be activated by contacting the official repair agent for the brand of product purchased. For re-conditioned machines purchased from our shops the machines will be repaired under warranty by Caffe Shop Ltd. The guarantee for reconditioned machines sold by Caffe Shop Ltd is usually 12 months from the date of purchase. The guarantee does not cover any damage or fault as result of scale or customer mis-use. If this is found to be the case, a charge for the repair will be made.

Products we are unable to refund or exchange

We are unable to offer a refund or exchange on personalised, made-to measure/order or perishable goods (such as food, drinks) unless they are faulty: * For reasons of hygiene, safety and copyright, we may not be able to refund or exchange certain products unless they are faulty.

Delivery charges

We will refund your original delivery charge when a product is faulty or damaged. We do not charge for returns except for unwanted purchases or large electrical appliances.

Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. We will refund the standard delivery charge on orders under £30 if they are returned to us within 7 days of receipt. If an order under £30 is returned to us after 7 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect.

Cancellation of made-to-order products

Should you wish to cancel your made-to-order or made-to-measure product for any reason, it is unlikely that we could sell it to another customer at full selling price. We will charge a cancellation fee of 20% of the full selling price. In respect of these products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.*

*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.