CANCELLATION, RETURNS AND REFUND POLICY
We aim to ensure you are satisfied with your purchase. If you are not, you may return products in accordance with the policy below.
ONLINE ORDERS
Orders can be placed through our website by adding items to your cart and completing checkout. Promotional offers and multi-buy discounts apply automatically.
Payments are processed securely via Sage Pay (credit/debit cards) or PayPal. We also accept BACS transfers and phone payments through our secure Sage Pay terminal.
Product images are intended for guidance and may differ slightly from the delivered item. If unsure, please contact us.
Coffee Solutions – Simply Great Coffee reserves the right to cancel any order prior to dispatch. In case of pricing or description errors, we will notify you and offer the option to cancel.
STOCK NOTICE
Please note our shop may not always be 100% up to date with current stock levels.
We hold a high level of stock for all the products that we sell, yet stock can sell quickly due to the nature of selling to commercial customers. We always aim to have our shop up to date, and for the vast majority of our sales, If we out of stock of a particular product, then we generally gain further stock in 2-3 working days. If there could be a delay then we will contact you to inform you when to expect delivery, along with an option to cancel the order and receive a full refund if preferred. We recommend call 01223 833661 to check stock availability
DELIVERY
• Standard UK delivery: £9.00 + VAT. Orders over £75: Free delivery.
• Orders placed before 13:00 are dispatched same day for next working day delivery (excluding weekends).
• Delivery outside the UK may incur additional charges and longer lead times.
• Courier delays are beyond our control; we appreciate your patience in such cases.
RETURNS
If you return a product (e.g., due to defects or policy changes), we will inspect it and confirm your refund. Refunds are processed using the original payment method within 30 days.
• Defective items: Full refund including delivery and return costs.
• Change of mind: Customer covers return shipping.
• Under Consumer Contracts Regulations 2013, you may cancel within 14 days of delivery (excluding bespoke/custom orders).
RETURN CONDITIONS:
• Unused
• Original condition and packaging
To arrange a return, email: [email protected].
DAMAGED GOODS
Faulty or damaged items must be returned within 30 days for a full refund or replacement. Report issues promptly.
COFFEE MACHINE ORDERS
All coffee machine sales are business-to-business contracts.
• Warranties are provided by manufacturers unless stated otherwise.
• Coffee Solutions is not obligated to accept returns or issue refunds for unused machines; warranty claims are handled by the manufacturer.
RETURNS & CANCELLATIONS
• Incorrect orders or cancellations incur a restocking fee 15% of order value to cover card handling costs and all associated administration costs. However, this figure could be up to 25% of the order value, subject to the order status, the goods themselves, and any restocking fees charged to us by the manufacturer.
• Goods must be unused and in original packaging.
• Damages must be reported within 24 hours of delivery. Check all items before signing.
Coffee Solutions reserves the right to cancel orders prior to dispatch and to suspend performance due to circumstances beyond our control (e.g., force majeure).
BACK TO BASE WARRANTY
If hardware under warranty develops a fault:
1. Contact T: 01223 833661 or E: [email protected] for troubleshooting.
2. If unresolved, return the item (including all parts/cables) with your name, address, and phone number. Please ensure that the items are securely and safely packed, please remove any water and ingredients from any machines and ensure they remain in an upright position.
Return shipping costs are the customer’s responsibility.
RETURN’S ADDRESS
Coffee Solutions – Simply Great Coffee Unit 3 Rectory Farm, Brewery Road, Pampisford, Cambridge CB22 3EN
