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Refund and Return Policy

 To keep our orders at their freshest, we have coffees being distributed to you from different areas in the UK. Despite this, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If anything is faulty or incorrect, don’t hesitate to get in touch so that we can resolve it for you. 

You’ll also need the receipt or proof of purchase, which you can email to us using the below email. 

To start a return, you can contact us at info@atcoffee.co.uk. We’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@atcoffee.co.uk.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refunds through card payments usually take between 2-5 days, but can take up to 14 days to be returned to your bank account. Refunds with PayPal are usually processed in less than 5 days, but as in PayPal’s policy these can take up to 30 days in some circumstances.

 

International Customers

The costs of returns from overseas will be covered in full by the customer, unless any damage is made to the products before delivery. If the package is damaged, All Things Coffee will take accountability for the cost of the return of goods. Damage to the products must be proven before any costs will be covered.

 

Commercial Customers:

All Things Coffee (ATC)

1. Faulty on Arrival (DOA)

  • Must be reported within 24 hours of delivery, with photo/video evidence of the fault and packaging condition.
  • Confirmed Dead on Arrival (DOA) faults will be repaired or replaced at no cost.

2. Fault Claims Outside the DOA Window

  • Customer must provide evidence (photos, video, error codes, service records).
  • Where evidence doesn’t conclusively confirm a manufacturing fault, or suggests possible accidental or deliberate damage, no refund or replacement will be issued.
  • Before any replacement is agreed, ATC, the manufacturer, or the primary UK distributor (as applicable) has the right to inspect the machine.
  • In these cases, an engineer callout can be arranged at a quoted price (agreed before work begins). If the engineer confirms a genuine manufacturing fault, the callout charge is waived/refunded.
  • No replacements are offered on the basis of downtime — only repair, in line with the terms above.

3. Warranty

  • The warranty itself is provided by the equipment’s manufacturer or primary UK distributor, not by ATC directly. ATC facilitates and coordinates all warranty claims on the customer’s behalf.
  • Parts only, for 12 months from delivery, covering manufacturing defects.
  • Excludes wear and consumable items, including but not limited to: gaskets, o-rings, seals, filters, burrs, shower screens, and group head gaskets.
  • Excludes damage or faults caused by limescale build-up, scaling, or inadequate water filtration. Full machine servicing and maintenance plans are available to all customers at a discounted rate to help prevent this.
  • Excludes labour beyond the DOA period.

4. Installation

  • Warranty is valid only where installation and commissioning are carried out by ATC or an engineer approved by ATC, the manufacturer, or the primary UK distributor.
  • Warranty is void if the customer arranges their own installation.

5. Return Logistics

  • ATC covers return shipping costs for confirmed faulty equipment.
  • Customer is responsible for packaging returned equipment securely; ATC is not liable for damage caused by inadequate packaging during transit.
  • Where equipment is returned and found not to be faulty (at any point in the process), the customer is responsible for return shipping costs.

6. Finance/Lease Equipment

  • Same fault-handling process applies.
  • Ownership sits with the finance provider until the agreement is settled; the customer remains liable for ongoing payments to the finance company regardless of any dispute with ATC, and any refund/replacement is coordinated with the finance partner, alongside the manufacturer or primary UK distributor where the warranty is held.

7. Legal Basis

  • These terms operate alongside, and do not exclude, the customer’s statutory rights under the Sale of Goods Act 1979.

8. Acceptance

  • These terms are available on our website and referenced in our Facebook/Meta terms for leads originating there, and are attached to all deal-finalisation emails. By proceeding with an order, the customer confirms they have read, understood, and agreed to these terms in full.

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