This policy applies to coffee and espresso equipment and accessories purchased from Cafe & Carry. Nothing in this policy affects your statutory rights.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer in the UK you may cancel your order within 14 days of the day you, or someone you nominate, receive the goods. You do not need to give a reason.

To cancel, tell us in writing before the 14 days expire at support@cafeandcarry.com. You may use the cancellation form at the end of this policy, but you are not required to. We will confirm receipt and provide the return address.

After telling us, you have a further 14 days to send the goods back.

You are welcome to examine the goods as you would in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any loss in value.

Refunds under the right to cancel

We will refund the price you paid, together with the standard outbound delivery charge, within 14 days of receiving the goods back, or of you providing proof of postage, whichever is sooner. Refunds are issued to your original payment method.

We do not charge any restocking, administration or handling fee on a statutory cancellation.

You pay the cost of returning the goods to us, unless the goods are faulty, damaged, or not what you ordered.

Our 30-day returns promise

In addition to your statutory rights, we voluntarily accept change-of-mind returns for up to 30 days from delivery, provided the item is in resaleable condition with all accessories and manuals included. For returns in days 15 to 30 you pay return postage and we refund the item price. This is a goodwill policy and does not affect your legal rights.

Faulty, damaged or incorrect items

If an item arrives damaged, is faulty, or is not what you ordered:

• Within 30 days of delivery you have the short-term right to reject the goods for a full refund.
• After 30 days, and within six months, we will repair or replace the item. Where repair or replacement is not possible, you are entitled to a refund.
• Your rights under the Consumer Rights Act 2015 last up to six years in England, Wales and Northern Ireland, and five years in Scotland.

We pay all postage costs on faulty, damaged or incorrect items. Please email support@cafeandcarry.com with your order number, and photographs of the item and its packaging where you can. Photographs help us resolve things faster but are not a condition of your rights.

Manufacturer warranty

Espresso machines and coffee equipment sold by Cafe & Carry carry the manufacturer's warranty for the model concerned. Contact us at support@cafeandcarry.com and we will help you open a claim and provide proof of purchase. Any manufacturer warranty is in addition to, and does not replace, your legal rights against us as the retailer.

Items excluded from the right to cancel

The following are excluded by law:

• Gift cards
• Sealed consumables, such as coffee beans and cleaning products, once the seal has been broken, for hygiene reasons
• Items made to your specification or clearly personalised

Sale and clearance items are not excluded. Your cancellation and refund rights apply in full to discounted goods.

Cancelling before dispatch

Email support@cafeandcarry.com as soon as possible. If your order has not yet been dispatched we will cancel it and refund you in full.

Model cancellation form

To Cafe & Carry, support@cafeandcarry.com:

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on: ______________
Order number: ______________
Name: ______________
Address: ______________
Date: ______________

Complaints

If you are unhappy with how we have handled a return, email support@cafeandcarry.com. If we cannot resolve matters between us, you may contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Nothing in this policy affects your statutory rights.