Returns & Refund Policy - United Kingdom

Pro Coffee Machine (Operated by Ultra Retail Ltd) is committed to clear and fair return practices for all customers in accordance with UK Consumer Contracts Regulations and relevant EU legislation.

1. Consumer Orders (B2C – Home Machines)

  • You may cancel or return your order within 14 days of delivery for unused items in their original condition and packaging.
  • Customised, made to order, or special order machines may be exempt.
  • Returned items with signs of use may incur a deduction for any loss in value resulting from handling beyond inspection.
  • Return shipping costs are the responsibility of the customer unless the item is faulty.

How to Start a Return:

  1. Contact us at info@procoffeemachine.com within 14 days of receiving your item.
  2. Send the item back within 14 days of contacting us using a tracked service.
  3. Once received and inspected, refunds will be processed within 14 days.

2. Business Orders (B2B – Commercial Machines)

  • The 14 day cooling off period does not apply to business orders.
  • All B2B sales are final unless the item is faulty or damaged on arrival.
  • Returns for non-faulty machines may be accepted on a case by case basis with prior written approval, possible restocking fees, and shipping costs.
  • A restocking fee of 20% of the product price will apply to all approved non-faulty returns to cover inspection, handling, and repackaging costs.

3. Non-Returnable Items

  • Used or installed machines.
  • Items returned without original packaging or proof of purchase.
  • Made to order or bespoke/custom machines.
  • Sale or discount items.
  • Perishable or hygiene sensitive items once removed from original packaging.

4. Damages & Faults

  • Inspect your order upon arrival.
  • Contact us immediately if the item is defective, damaged or incorrect so that we can evaluate and resolve the issue.

5. Refunds & Exchanges

  • Exchanges are not offered. To receive a different item, return your original order for a refund and place a new order.
  • Once your return is received and approved, refunds are made to the original payment method within 10 business days. Processing time by your bank or credit card company may vary.
  • All refunds are inclusive of VAT where applicable.
  • If more than 15 business days have passed since approval, contact info@procoffeemachine.com.

Support:

Monday–Friday | 09:00–17:00 | Phone: 0208 264 0263 | Email: info@procoffeemachine.com