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Frequently asked questions

How do I pack my coffee machine for return properly?

To ensure that your appliance is not damaged during return shipping, it’s important that you pack the item properly.

If the item is brand new and the box has only been opened in order to check the item, please pack the machine like it was packed when you received it. If you cannot remember how it’s been packed exactly, follow the steps below:

1. Cover the machine with bubble wrap or the bag provided.

2. Cover all sides with safety foam.

3. Make sure all accessories/user manuals are included.

4. Place the machine and its accessories in the box.

5. Add safety foam or any protective layer on top.

6. Take a photo of the inside of the box while it’s still open, then close the box.

7. Seal the box and place it in an outer box.

All items, components, manuals and packing materials must be returned in their original packaging. The item to be returned must be unused and of marketable appearance (labels intact, etc.). The item must not have been installed or combined with other goods (e.g., water, coffee, etc.) after delivery in a way that renders the two inseparable.

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What’s the return policy for refurbished coffee machines?

The standard return policy is applied: unused items can be returned within 14 days if they can be returned in the original packaging.

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What is your return policy?

If you are not totally satisfied with your purchase, you can return it within 14 calendar days after delivery if the item meets the conditions:

  1. The returned item must be in its original package (this does not apply in the case of a faulty product returned);
  2. Items must be not damaged by the buyer;
  3. Item must be unused, of marketable appearance (undamaged labels, security pellicle etc.).
  4. The item cannot be installed or combined with other goods (e.g. water, coffee, etc.) after delivery so that they become inseparable;
  5. The returned item must have the same parts as it did when received by the buyer;
  6. When returning an item, it is necessary to provide, photos of the packed item inside / outside, and a written request for the return of goods;
  7. Safe packaging of the return is the responsibility of the client. If the parcel gets damaged in transit due to poor packaging, the costs incurred will have to be covered by the client.

Important: after 14 days returns are not accepted unless the products are approved as faulty. If the item is suspected as faulty, but after a service check-up, a fault is not detected, the buyer is charged for shipping to the service and back.

In order to start the return process, please complete the return form. If you have any additional questions, please contact us at [email protected] or +441202029699.

Responsibility

Returned items are customer responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way! As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate them (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.

*The seller has the right to not accept returned goods if the buyer fails to comply with the procedure for returning the goods, which is determined in this article.

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How to pack an item for a warranty return?

Please make sure the device is clean, and dry, the water and bean containers are empty, and the device is packed as securely as possible in the original packaging. Safe packaging is the responsibility of the client. If the parcel gets damaged in transit due to poor packaging, the client is responsible for the cost. If you do not have the original packaging, please pack the device in a different box with safety materials inside so that the machine is stable and cannot shift within the box.

More packing tips:

  • Choose a box strong enough to hold the contents. That means it shouldn’t have tears, rips, bends, or other damage. Worn cartons can break down under heavy weight.
  • Choose a box larger than the item you’re shipping. Select and use proper cushioning materials to ensure the safety of the item. Place a thick layer of safety materials, like bubble wrap, at the bottom of the box.
  • Wedge foam peanuts or similar safety materials into the space around it. Before closing, add a layer of padding on top. The contents should not directly touch the inside of the shipping box.
  • Use packing tape rather than masking tape. Reinforce the bottom of the box as well as any seams.
  • Keep in mind that the box will be moved during transit so the item should not have space to shift inside the box.
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When will I receive my refund?

Once the product has been returned to us and inspected, we’ll transfer the paid amount to you within 14 working days. We’ll need your bank account number, name, and order number. It’s important that the money for the returned goods is transferred to the bank account specified by you. There’s no possibility of refunding the money in cash.

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What’s the return policy for refurbished coffee machines?

The standard return policy is applied: unused items can be returned within 14 days if they can be returned in the original packaging.

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I returned my order. How do I know if my parcel has reached you?

Once your order has been delivered to the warehouse, it will be inspected by our quality specialists. After we have confirmed that the item is in mint condition, we will process your refund.

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What goods can be returned?

All items can be returned. Non-faulty goods can be accepted only under the following conditions:

1. The returned item must be delivered in the original packaging;

2. The items mustn’t be damaged by the buyer;

3. The items must be unused and of marketable appearance (undamaged labels, security tag, etc.);

4. The returned item must contain all the components included in it when received by the buyer;

5. When returning an item, it’s necessary to provide the document of acquisition and a written request for the return of goods (this condition doesn’t apply in the case of faulty products being returned).

You can fill out the return form here.
You can fill in the exchange form here.

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How much will the return cost?

For unused products, returns from the UK initiated within 14 days from purchase cost £9.90. If you are returning an item from outside the UK, you will need to pay all required shipping costs.

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Do you accept returns?

We offer a 14-day return policy. Keep in mind though that the item you wish to return must be in mint/unused condition. You can examine the goods as you would in a shop, but to obtain a full refund, you mustn’t start using them, install them or combine goods with other goods so that they become inseparable.

You’ll receive a refund once the product has arrived back at our warehouse and we’ve assessed its condition (it must be delivered in the original packaging, with all components and accessories included). If you’d like to request a refund, please contact us at [email protected] or +441202029699.

Once you’ve received confirmation from our customer support representative, the item/s you wish to return should be sent to Coffee Friend within 7 days. Please note that the shipping costs incurred during the delivery of your parcel won’t be included in the refund.

In the unlikely event of an item being returned to us in unsuitable condition, we may reduce the amount refundable for the damaged items.

Please contact us to arrange transportation for the return. Reach out at [email protected] or +44 1202 029 699.

  • You can fill out the return form here.
  • You can fill in the exchange form here.

 

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