Returns & Refund Policy

UK and EU Consumer/Home Machine Orders (Business to Consumer – B2C)

As a buyer in the UK or EU, you can cancel or return your order within 14 days of delivery, following the rules of the Consumer Contracts Regulations (UK) and relevant EU legislation.

Please note that this policy covers unused items in their original condition and packaging. Customised, made-to-order, or special-order machines may be exempt.

Important Note

  • Machines must be unused and in their original condition.
  • Returned items with signs of any use may not be eligible for a full refund.
  • The customer is responsible for return shipping costs unless the item is deemed to be faulty.

To start a return, contact us at info@procoffeemachine.com within 14 days of receiving your item. Please send back the item within 14 days of contacting us and consider using a tracked service.

Once we receive and inspect the item and any signs of use have been ruled out, a refund will be processed. We’ll provide you with a return shipping label. Return shipping and restocking expenses (up to 20% of the product cost) will be deducted. Once the item is received, your refund will be processed.

Business/Commercial Machine Orders (Business to Business – B2B)

If you are buying for a business or organisation, the 14-day cooling-off period does not apply. All B2B sales are final unless the item is faulty or damaged upon arrival.

We recommend that business customers contact us before ordering to ensure product compatibility. In some cases we can accept returns for non-faulty machines with possible restocking fees and shipping costs. Approval in writing is required before returning.

Non-Returnable Items

  • Machines that have already been used or installed
  • Items returned without original packaging or without a receipt or proof of purchase
  • Made-to-order or bespoke/custom made machines
  • Sale or discount items
  • Perishable or hygiene-sensitive items once removed from original packaging

Damages and Faults

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds and Exchanges

We do not offer exchanges on products under any circumstance. If you would like a different item, you must return your original order in its original packaging (in accordance with our returns policy) for a refund and then place a new order.

We will notify you once we’ve received and inspected your return, and let you know whether the refund was accepted and approved for a refund.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return or exchange, please contact us at info@procoffeemachine.com.