Refund/Returns/Delivery Policy

We want you to be happy with your purchase. Below is our policy for returns, exchanges, and faulty items.

Note: This policy applies to domestic (home-use) purchases only.
Commercial equipment orders and B2B (Business to Business) sales are not covered by this policy. See “Commercial Orders” section below for full details on our commercial policy. 

This policy for domestic (home-use) purchases adheres to the Consumer Rights Act 2015.


30-Day Return Policy (Domestic Orders Only)


You have 30 days after receiving your item to request a return.

To be eligible for a return:

  • Your item must be completely unused, in its original packaging, and in the same condition you received it.
  • Any item that has been installed, filled, plugged in, or used in any way is not eligible.
  • You must provide your receipt or proof of purchase.
  • If you have received a different product to what you have ordered you will be entitled to a full refund or exchange (customer’s choice).
  • You must tell us within the first 14 days of receiving your item to initiate a return, then you have an additional 14 days to return the item.

To initiate a return:

  • Email Returns@primecoffeesuppliers.co.uk with your order details.
  • Once approved, we’ll send you:
    • A return shipping label (if applicable)
    • The return address and clear instructions for sending the item back

Please do not send any items back without contacting us first. Unauthorised returns will not be accepted.

Not applicable for commercial orders. See commercial policy below.


Got Questions?

Feel free to reach out any time, we’re here to help:
Returns@primecoffeesuppliers.co.uk 


Refunds

  • Once your return is received and inspected, we’ll confirm whether your refund is approved.
  • If approved, refunds will be issued to your original payment method within 10 business days.
  • Your bank may take extra time to process the refund.
  • If you haven’t received your refund after 15 business days, contact us at the email above.

Not applicable for commercial orders. See commercial policy below.


Exchanges

We accept exchanges if:

  • The item is unopened, unused, and in original packaging.
  • The item has been purchased from us originally.
  • You have received a different item to what you have ordered, and this is unused, in its original packaging.

The fastest method is to return the item and place a new order. Alternatively, email us and we’ll assist with your exchange (please allow a few days for processing).

Not applicable for commercial orders. See commercial policy below.


Damaged or Incorrect Items

Please inspect your order upon delivery.
If it's damaged, defective, or incorrect:

  • Contact us immediately so we can make it right.
  • We will review and work with you to arrange the appropriate solution. 

Not applicable for commercial orders. See commercial policy below.


Exceptions / Non-Returnable Items

We do not accept returns for:

  • Products that have been used or damaged after delivery
  • Products damaged by misuse, scale build-up, or accident
  • Items not returned in original packaging
  • Custom, made-to-order, or special order items, unless faulty
  • Parts fall under their own manufacturer’s warranty, contact us for details
  • Domestic products used for commercial purposes (this falls under the terms of a commercial product)
  • Domestic Items where the returns request wasn’t initiated within the first 14 days. This adheres to the EU 14 day cooling off period.

Please refer to any instructions included with your goods/equipment to ensure correct use and operation.

Not applicable for commercial orders. See commercial policy below.


EU 14-Day Cooling-Off Period

If you’re located in the EU, you’re entitled to cancel or return your order within 14 days.

To qualify:

  • Item must be unused, with tags, and in original packaging
  • You’ll need your receipt or proof of purchase

All returned items will undergo an inspection upon receipt to ensure they comply with our Returns Policy. Once your return has been approved, we will process your refund, minus the non-refundable return shipping fee, back to your original method of payment. Please allow up to 5–7 business days after we receive your item for inspection and refund issuance.

Not applicable for commercial orders. See commercial policy below.


Order Confirmation & Pre-Authorisation

When placing an order:

  • Your payment method will be pre-authorised, not charged immediately.
  • We first confirm product availability with the supplier.
    • If available, payment is processed and your order is dispatched.
    • If not available, we void the pre-authorisation and contact you with options to: pre-order the item (we will charge your card the full amount and wait for stock arrival), cancel the order with a full refund or place it at another time.

Pre-Orders

You may cancel pre-orders any time before shipment by emailing: Support@primecoffeesuppliers.co.uk
(Please allow 5 days before the dispatch date.)

If the item has shipped, our normal returns policy or EU cooling-off period applies (domestic orders only).


6-Month Faulty Item Guarantee (Domestic Orders Only)

Under UK consumer law, if a product develops a fault within 6 months, you may be eligible for a repair, replacement, or refund.

To qualify:

  • The fault must be due to manufacturer defect
  • This does not include misuse, limescale, or accidental damage

Applies to domestic-use products only. Commercial products follow manufacturer warranty terms.



Unsolicited Goods & Services (Unsolicited Goods and Services Act 1971)

Under this Act, any goods sent to a consumer without prior contact are deemed unsolicited, and the consumer is under no obligation to pay. However, this protection does not apply if any of the following are true:

 

  1. Prior Contact
    You’ve contacted Prime Coffee Suppliers about equipment or goods before receipt.
  2. Cancelled Order Sent in Error
    You placed an order that was later cancelled, but we shipped it anyway.
    We may require the return of the item at our expense.
    If you choose to keep it, we reserve the right to bill and collect payment.

  3. Unexpected Subsequent Delivery
    You previously ordered from us, and an additional or duplicate item arrives later without a new order.

  4. Duplicate Item
    You received more than one of the same items you ordered.
    We may collect the extra item or, if you wish to keep it, charge you for it.

  5. Substitute or Incorrect Item
    You received the wrong or a substitute product.
    Please notify us immediately; we will arrange a collection at our cost.
    You may choose to return it or, if you prefer to keep it, pay the full retail price.

  6. Existing Customer with Unwanted Item
    If you have had any previous dealings with Prime Coffee Suppliers and receive an unwanted item:
    You may return it at our expense, or
    You may keep it but must pay the full retail price.


To report any of the above or arrange a collection, please contact us at returns@primecoffeesuppliers.com. We will cover all reasonable postage or courier costs for approved returns.



Commercial Orders (B2B Sales)

⚠️ Please read carefully if you’re purchasing for a business or purchasing a commercial item as a home consumer.

Commercial equipment (e.g., espresso machines, grinders) is sold under B2B Terms and is not covered under the above returns policy for Domestic / Home users. Any B2B (Business to Business) or Commercial sales are covered by the Sale of Goods Act 1979, which states any goods sold are covered by the warranty stated on the specific product page and in our Return Policy. Our B2B policy states:

  • Once delivered and signed for, commercial items are considered accepted and non-returnable. Even if the item develops an immediate fault. Any ongoing maintenance is at the responsibility of the accepting business/customer, unless a service plan is provided with the machine.
  • Customers are responsible for confirming product suitability before purchase. Including dimensions, power requirements, weight and any other suitability factor not stated here.
  • Every commercial machine adheres to a specific warranty and service plan that is product specific, please see the specific product page for the item you are after for accurate details.
  • A service plan or qualified technician will be needed in order to maintain the health and function of your machine/ equipment. Most equipment is sold as PARTS ONLY warranty which covers the breakage of a part if it’s deemed a manufacturing defect/fault. If your machine comes with a service plan then you are covered for the first 12 months. Please see our service plans page here.
  • All of our equipment New or Used is tested before being sent out, this will be done at the factory of origin or at our workshops based in the UK and Italy. They will be deemed of satisfactory quality and fit for purpose before being shipped.

If unsure, please contact us prior to ordering. We are here to help and support you to find the right machine for your business/ needs.

Restocking Fees:
Some suppliers charge restocking fees on returns, even if unused.
We’ll inform you of any such fees before processing your return.

Special Orders:
Custom, made-to-order, or non-stock items cannot be returned unless faulty.

For warranty info, see product details or reach out for clarification - Support@primecoffeesuppliers.co.uk 

If you have any questions about this policy or need help with a return or warranty claim, don’t hesitate to reach out at: Returns@primecoffeesuppliers.co.uk

 

Delivery Info

We operate a next day delivery service for any orders around the UK for most of our products and brands. This can be fulfilled if placed before 1pm and the product is in stock. We cannot always guarantee next day delivery, due to operational and weather issues that can be out of our control. Details about the delivery for each item will be listed on the product page for each product. If you have any concerns or questions about your delivery or believe it is lost of missing you can use the 'Track your order' feature in the footer of the home page, alternatively you can contact us at: Support@primecoffeesuppliers.co.uk

Standard lead times for handling and delivery are 2-3 days. If the item is bespoke or hand built this can be up to 28 days for delivery from date of placing the order.

*All Commercial Deliveries are Curb side only, please make sure you have someone on hand to help you carry the equipment inside. Drivers do not have insurance to enter a home or premises.

Order Confirmation:

As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

UK Order Delivery:

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 2-3 working days, unless stated differently on the product page. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at Support@primecoffeesuppliers.co.uk so that we can help.

We offer free delivery on all orders on our store. Including Scotland, Ireland and the channel islands.

Standard Lead Times Per Brand:

Lead Time per brand:

Bravilor – 2-3 days handling and delivery time. Installation times are 1-3 weeks max. Next day delivery is available if placed before 12pm and the item is in stock.

Rex Royal – 3-4 weeks delivery and installation time. As they are hand built to order.

UNIC, Mahlkonig, La Spaziale, Puqpress, Anfim Milano, Heycafe, Ditting Swiss – 2-3 days handling and delivery time. Lead time for installation is 7 days. Next day delivery is available if placed before 12pm and the item is in stock.

CREM –  2-3 days handling and delivery time. Lead time for installation is 7 days. Next day delivery is available if placed before 12pm and the item is in stock.

Rancilio – 2-3 days handling and delivery time. Lead time for installation is 7 days. Next day delivery is available if placed before 12pm and the item is in stock.

Fracino – 10 working days lead time (as hand built to order). Custom Bespoke Designs take 2 weeks.  Installation will be booked with you to determine a time.

Mont 58 – 2- 3 days lead and delivery time.

La Marzocco - Standard lead time for La Marzocco is 7-10 days for delivery.