We want every customer to feel confident when purchasing from Espresso Direct. This policy explains how returns work from the moment you receive your order through to inspection and refund.
Our policy has two sections:
- Domestic (Home Use) Orders
- Commercial (B2B) Orders
Please read the section relevant to your purchase.
1. Domestic Orders (Home Use Customers)
Domestic purchases are covered under the Consumer Contracts Regulations (CCR). This gives you 14 days from delivery to notify us if you wish to cancel your order.
Below is how the domestic returns process works, step by step.
Step 1 — Check Your Order Upon Delivery
Please inspect your items as soon as they arrive.
Any damage, defects or issues should be reported within 48 hours of delivery where possible. Prompt reporting helps us resolve issues quickly and ensures we can raise claims with couriers or suppliers.
Delayed reporting may make it more difficult to assess or resolve problems.
Step 2 — Decide If You Want to Return the Item
To be eligible for a domestic change of mind return, the item must:
- Be unused, uninstalled and in resaleable condition
- Be returned in its original packaging
- Not have been filled, powered on, tested or used in any way
- Still be within the 14 day cancellation window
Under CCR, you may inspect the item as you would in a shop, but any signs of use or installation will result in the return being declined or a deduction applied.
Step 3 — Inform Us You Want to Return the Item
To start a return:
- Email returns@espressodirect.co.uk
- Provide your name, order number and reason for return
- Include photos where relevant
You must notify us within 14 days of receiving your order.
We will then confirm:
- Whether the item is eligible
- The correct return address (Espresso Direct or partner warehouse)
- Instructions for packaging and sending the item securely
Step 4 — Send the Item Back
Once your return is approved:
- You have 14 days to send the item back
- Return shipping costs are your responsibility unless the item is faulty or incorrect
- Items must be packaged securely in their original packaging
- We strongly recommend using a tracked and insured service
Step 5 — Inspection on Arrival
All returned items are inspected when they arrive at our facility or partner warehouse.
A return will be rejected and sent back to you if:
- The item shows any signs of use, installation or testing
- Original packaging or accessories are missing
- The item arrives damaged due to insufficient packaging
- The product is not in resaleable condition
Step 6 — Refund Issued
If your item passes inspection:
- Refunds are issued to your original payment method
- Processing time is typically 5–10 business days
- Refunds will always be issued no later than 14 days from the date we receive the returned item
Banks may take additional time to process funds.
Exchanges (Domestic Orders)
If you wish to exchange a product for a different model or variant, exchanges are handled in the same way as a standard return.
- Notify us within 14 days of delivery
- Return the item unused and in resaleable condition
- Follow the return process described above
Once the returned item passes inspection, we will either:
- Ship the replacement item, or
- Issue a refund so you can place a new order
Exchanges cannot be processed for used, opened or installed items.
Items Not Eligible for Domestic Return
The following items cannot be returned unless damaged or incorrect:
- Items showing any signs of use or installation
- Items returned without original packaging
- Custom, made to order or special order products
- Coffee beans, consumables and food items (final sale unless damaged or incorrect)
Faulty Domestic Items
If you believe your item has a fault:
- Contact us immediately
- Provide your order number and photos or videos showing the issue
Under the Consumer Rights Act 2015, faults reported within 6 months may qualify for repair, replacement or refund if confirmed as a genuine manufacturing defect.
Damage caused by incorrect installation, misuse, limescale or lack of maintenance is not covered.
Incorrect or Damaged Domestic Items
If your order arrives damaged or incorrect:
- Contact us within 48 hours where possible
- Provide clear photos of the issue
- We will arrange a replacement, repair or collection at no cost to you
2. Commercial Orders (B2B Customers)
Commercial espresso equipment is supplied on a business to business basis. These purchases are governed by the Sale of Goods Act 1979, and consumer cooling off rights do not apply.
Acceptance of Goods (Commercial Orders)
When receiving delivery:
- Inspect items carefully before signing
- If visible damage is present, do not sign for the delivery
- If damage is discovered after signing, contact us immediately with photos
Once signed for in good condition, goods are considered accepted, except where a manufacturing defect is later confirmed. Responsibility for loss or damage after acceptance rests with the customer.
Commercial Returns Policy
For commercial (B2B) purchases:
- All sales are final
- Returns are not accepted, except when:
- The wrong item is delivered
- The product arrives damaged
- A manufacturing defect is confirmed under warranty
Suitability of equipment is the responsibility of the purchasing business.
Exchanges (Commercial Orders)
Commercial orders cannot be exchanged unless:
- The wrong item was delivered, or
- The item arrives damaged and cannot be repaired
Commercial Warranty
Commercial machines include a manufacturer or supplier warranty. To maintain warranty support:
- Machines must be installed by a qualified engineer
- Products must be used according to manufacturer instructions
- Regular servicing, descaling and maintenance must be carried out
To confirm warranty coverage for a specific product, please refer to its product page. Damage caused by incorrect installation, misuse or lack of maintenance may not be covered.
Custom and Special Order Commercial Machines
Custom built, branded or made to order machines are non cancellable and non returnable, except where a manufacturing defect is confirmed.
How to Start Any Return (Domestic or Commercial)
Please contact us before sending any item back so that we can confirm eligibility and provide the correct return instructions.
Email: returns@espressodirect.co.uk
Phone: 0191 359 2069
Include:
- Order number
- Description of the issue
- Photos or videos (if applicable)
We will confirm the correct return address and next steps.
Contact Us
If you have any questions about returns, suitability, delivery or warranty coverage, we are here to help.
Email: info@espressodirect.co.uk
Phone: 0191 359 2069
Business Hours:
Mon–Thu: 8:00am – 5:00pm
Fri: 8:00am – 2:30pm
Sat–Sun: Closed