Returns Policy

CANCELLATION, RETURNS AND REFUND POLICY

We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us in accordance with the returns policy described in this section.

Online orders

To place an order simply add the desired items to the shopping cart and proceed through the checkout process; any promotional offers or multi-buy discounts will be applied automatically.

We are able to take payment for orders through our website using secure payment gateways that offer verified and safe ordering, such as Sage Pay for credit and debit card payments, Paypal.

Where necessary we are also able to receive payment for orders via BACS transfer or payment over the phone via our secure Sage Pay terminal. Please do not hesitate to contact us if you have any issues with the ordering process on our website.

Please note it is possible product images on our website differ from the final product delivered. This is rarely the case and we always aim to ensure product images are accurate, yet some images may be for illustrative purposes therefore if you are unsure, simply give us a call.

Please note Coffee Solutions – Simply Great Coffee reserves the right to cancel any order until the dispatch of goods for any reason we see fit; should this happen we will contact you immediately and offer an explanation if desired.

Considering the nature of listing products and prices on e-commerce platforms, there is the possibility an error may cause a product price/description to be incorrect. In this case we shall be under no obligation to honour an incorrect price. In this instance, we will inform you of the error, a correction of the price/description, and the option for a cancellation if you no longer wish to proceed with the order due to such an error.

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 Information

Standard delivery to any UK address is £8.50 +VAT and any orders over £50.00 are free of delivery charges.

Please note delivery to addresses outside of the UK may be subject to extra shipping charges and take longer than our standard next working day delivery timescale.

Orders placed before 13:00 are dispatched the same working day via APC and will be with you the next working day (excluding weekends). For example; an order placed on Friday before 13:00 will arrive on the following Monday. Orders placed after 13:00 on Friday will be received on the following Tuesday.

Our delivery partners will send you an hourly delivery slot on the day of delivery if you provide your mobile number when you order, they will send you a text message with this information.

Please note we cannot 100% guarantee items will be delivered ‘the next working day’; if your order was dispatched before 2 pm using the APC Next Working Day delivery option and does not arrive with you on the expected date, then this is usually due to a courier error and unfortunately out of our hands. No courier is perfect and we ask that you are patient and co-operate with our orders team with respect as we try to sort out any delivery delays due to the courier’s error.

Returns

When you return a product to us , (for instance, because you notified us in accordance with the paragraph below ‘Our right to vary these terms and conditions’, that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the product is defective), we will examine the returned product and will notify you of your refund.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we received your cancellation or the day we confirmed to you via e-mail that you were entitled to a refund for the delivery of the defective product.

Products returned by you because they are not of satisfactory quality will be refunded in full, including a refund of any delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

The Customer will be liable for the cost of the return carriage if the products are returned by you because you have decided against the purchase once you have received the goods.

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel the contract between you and us within 14 days of delivery without giving a reason unless the product is a custom order/ bespoke order.

To be eligible for a return, your item(s) must be:

Unused
In the same condition that you received it
In its original packaging.

To process a return simply email info@simplygreatcoffee.co.uk and we will be more than happy to help.

Damaged Goods

If an order received is faulty or damaged then you have 30 days to return the item(s)

You will be given a full refund for any faulty goods received, however, we will endeavor to provide you with a replacement should it be your wish.

Please return the item(s) to us as soon as possible to ensure a speedy process.

Should you have any issues with the information provided please contact us.

TERMS OF SALE FOR COFFEE MACHINE ORDERS

Coffee Solutions Simply Great Coffee supplies commercial equipment and services to commercial customers, and all sales are considered a business-to-business contract.

Purchasing a coffee machine from us means you agree to the terms of sale set out in this document (also available to read on our website).

Unless otherwise stated, any warranty is the manufacturer’s warranty that is valid through Coffee Solutions – Simply Great Coffee as an Authorised UK Dealer for all the brands on our website.

All warranties provided with equipment are operated and controlled by the manufacturer of the purchased machine unless otherwise stated.

Coffee Solutions is, therefore, not obligated to offer refunds or accept returns even if items are unused, as the manufacturer makes decisions on any warranty claims.

If you have any questions concerning these terms and conditions, then please get in touch with us.

Coffee Machine Returns & Cancellations

Any machine incorrectly ordered by the customer or goods that a customer wishes to return/cancel will incur an industry-standard restocking/cancellation fee. In this instance, the customer is liable for the cost of the return carriage.

Goods can only be returned if unused and in the original packaging.

Coffee Solutions – Simply Great Coffee reserves the right to constitute a minimum of 15% of the original 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.

Notification of any goods that need to be returned or any damages must be reported within the first 24 hours after delivery. Only items signed for as damaged will be eligible for return. Please, therefore, check all deliveries thoroughly before signing for them to ensure all products are satisfactory before accepting delivery.

Coffee Solutions – Simply Great Coffee reserves the right to cancel any order until the dispatch of goods for any reason we see fit; should this happen, we will contact you immediately and offer an explanation.

We reserve the right to suspend or terminate the performance of this Agreement where delivery or supply of the Goods and/or performance of this Agreement is affected by reasons out of our reasonable control, such as force majeure, an act of God, adverse weather and government intervention, sanction, or legislation.

Right to cancel

The cancellation period will end after 14 days starting the day after you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the Product you ordered. Where you order multiple Products in one order or a Product is delivered in separate parts, lots or pieces, the cancellation period will end after 14 days starting the day after you or a third party acting on your behalf (excluding the company that delivers the Product to you) takes physical possession of the last Product, part, lot or piece that makes up your order.

To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). The easiest way to do this is to contact our Customer Services team.

Should you wish to return any products then we will seek to provide you with a refund when you return the goods to us provided they are in their original packaging and are in a saleable condition. Orders will be subject to a 15% re-stocking charge and you will be advised of this when you contact us. Goods must be returned within 14 days of receipt. In the first instance please contact our office on 01223 833 661 or info@simplygreatcoffee.co.uk

BACK TO BASE WARRANTY

How does the Back to Base Warranty Work? Some of our hardware comes with a back to base warranty. The duration of this warranty is dependent on the item and will be outlined in your original order. If you do find a fault with a piece of hardware that is under warranty you should contact our support team first so they can attempt to troubleshoot the problem. If the support team is unable to resolve the problem over the phone they will ask you to send the item back for testing and repair.

You will need to cover the costs in getting the item back to our office. Any item you are sending in for warranty should be sent with all cables and parts unless otherwise advised by one of our technicians. Please make sure you put your Name, address and contact phone number with the goods so these can be identified when you send your goods in.

RETURNS ADDRESS

Coffee Solutions – Simply Great Coffee, Unit 3 Rectory Farm, Brewery Road, Pampisford, Cambridge CB22 3EN