Last updated: 19 June 2026
1. Right to cancel — Consumers (14 days)
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If you purchased as a consumer, you have the legal right to cancel within 14 days of receiving the goods, without giving a reason (Consumer Contracts Regulations 2013). Notify us within the 14 days at support@espressocoffeeshop.co.uk, including your order number and the items. You then have 14 days to return the goods, unused and in their original packaging.
2. Return costs
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For consumer cancellations you are responsible for the cost of returning the goods. ECS UK applies a standard return shipping cost based on the product type, deducted from the refund:
- Accessories: £20
- Coffee grinders: £30
- Espresso machines: £40
These amounts reflect the cost of return carriage. No separate restocking fee is charged on consumer cancellations.
3. Diminished value
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We may reduce your refund to reflect any loss in value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
4. Refunds
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We refund within 14 days of receiving the goods (or proof of return), via the original payment method, including the standard outbound delivery cost. Enhanced/express delivery surcharges are not refunded.
5. Faulty or incorrect items
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Your Consumer Rights Act 2015 rights apply: a 30-day right to reject for a full refund, or repair/replacement. For faulty or incorrect items ECS UK bears the return shipping costs and arranges a refund or replacement at no cost to you. Please report as soon as possible with a description and photos. For minor cosmetic issues that do not affect performance, ECS UK may supply replacement parts free of charge.
Transit damage. Any visible damage caused in transit must be reported within 5 calendar days of receipt, with photos, so we can resolve the matter with the carrier. This time limit applies to apparent transit damage only and does not affect your statutory rights for faulty or non-conforming goods.
6. Business customers (B2B)
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Business purchases have no statutory cancellation right. Discretionary returns may be accepted with prior written authorisation (RMA) and may carry a restocking fee of up to 15% of the price.
7. Exclusions
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Exempt from return: perishable goods (e.g. coffee beans), gift cards, custom-made or personalised items, refurbished or demo products, and sealed goods opened for hygiene reasons.
8. Transport damage — insured shipments
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All our shipments are insured. If a product is damaged in transit, the carrier's insurance can be activated provided the damage is reported within 5 calendar days of delivery to support@espressocoffeeshop.co.uk and all of the following are provided:
- a photo of the external packaging (the parcel as received, from all sides, including the damaged areas);
- a photo of the waybill (the shipping label applied to the parcel);
- a photo of the damaged product.
Without this complete documentation the claim cannot be opened with the carrier and, consequently, we will not be able to proceed with replacement or refund for transport damage. On delivery we recommend inspecting the parcel in the courier's presence: if the external packaging is visibly damaged, accept it subject to inspection or refuse the shipment. For consumers, the above does not affect the mandatory rights provided by law: the documentation request serves only to enable the swift handling of the insurance claim.
9. Packaging of returns
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Returned products must be adequately packaged, preferably in the original packaging or in equivalent packaging suitable to protect them during transport. In the event of inadequate packaging, any damage suffered during the return transport is borne by the customer. This applies to all types of return (withdrawal, defect, warranty service).
