Last updated: 25 January 2026

This Shipping Policy explains how delivery works at Cafetronix (“we”, “us”, “our”). It is written to be clear, professional, and consistent with the delivery settings we use for Google Merchant Center and our website checkout. It covers delivery areas, shipping fees, dispatch cut-offs, handling times, tracking using track your order portal, address changes, delays, carrier investigations, and what to do if a parcel is damaged or missing.

Delivery area: United Kingdom only (at this time)

Delivery promise (what you can expect)

We aim to deliver UK orders within 3–5 business working days.

A business working day means Monday to Friday, excluding UK public holidays.

This delivery estimate is based on:

• the time we need to process and prepare your order for dispatch (handling time), and
  
• the time the carrier takes to deliver after dispatch (transit time)

Our delivery timeline is designed to be realistic and consistent. While most orders arrive within the stated timeframe, delivery times can occasionally be affected by factors outside our control (carrier disruption, weather, seasonal peaks). We explain those scenarios in the “Delays” section below.

Shipping fees (UK)

Shipping fees are calculated according to order value and are shown at checkout before you pay.

• Orders under £500.00: £5.99 flat shipping fee
  
• Orders £500.00 and over: Free shipping

All shipping charges are displayed clearly during checkout and included in the final order summary before payment.

Order cut-off time and how it affects delivery

Our order cut-off time is 15:00 (3:00pm) UK time (London time).

This cut-off time helps set clear expectations for when an order enters the next stage of processing.

• Orders placed before 15:00 on a business working day are processed according to our standard handling time from that same business working day.
  
• Orders placed after 15:00, on weekends, or on UK public holidays are treated as being placed on the next business working day for processing purposes.

This ensures delivery expectations remain realistic and consistent, especially during busy periods.

Handling time (order processing and preparation)

Handling time: 1–2 business working days (Monday–Friday)

Handling time is the time between placing an order and dispatching it to the carrier. During handling time, we may:

• verify order details and payment status
  
• perform security checks (to protect customers and prevent fraud)
  
• allocate stock and prepare items for dispatch
  
• pack the order and prepare dispatch documentation
  
• generate shipping labels and organise courier collection
  

Important: We do not dispatch orders when payment is pending. Orders are dispatched once payment is confirmed through our payment processing system.

Transit time (carrier delivery after dispatch)

Transit time: 2–3 business working days (Monday–Friday)

Transit time is the time taken by the courier to deliver after the parcel has been dispatched and handed over to the carrier.

Combined with handling time, this is how we calculate the total delivery estimate of 3–5 business working days.

Standard vs express shipping

We do not offer separate “Standard” and “Express” shipping tiers at this time. All orders follow the delivery time and shipping fees stated in this policy.

Some customers may see the word “tracked” or similar service descriptions depending on the carrier service used. This does not change the stated delivery timeframe unless explicitly stated at checkout.

Tracking and dispatch confirmation (every order)

Tracking is provided for every order.

When your order is dispatched:

• you receive a dispatch confirmation (typically by email), and
  
• you receive tracking details through our track your order portal so you can follow delivery progress

You can also track your order at any time using our Track Your Order page/portal on our website. If you cannot find tracking details, contact us through our Contact Us Page with your order number and we will help you locate the tracking information or confirm dispatch status.

Carriers and delivery partners

We use tracked carrier services within the UK. Depending on parcel size, weight, destination, and service availability, we may use major UK delivery partners such as:

• Royal Mail
  
• Evri
  
• Tuffnells
  
• DPD
  
• DHL
  
• UPS
  
• and other comparable tracked courier services

The carrier used may vary by order. Our delivery promise, handling time, and tracking commitment remain consistent regardless of the specific carrier selected.

Signature on delivery (when applicable)

Some deliveries may require a signature depending on the carrier service used, parcel value, delivery method, or courier requirements.

If a signature is required:

• the courier will request it at delivery
  
• if the recipient is unavailable, the courier may attempt redelivery or provide instructions for collection/next steps

Signature requirements can vary by service and location.

Delivery address requirements (customer responsibility)

To ensure successful delivery, customers must enter a complete and accurate shipping address at checkout, including:

• full address line(s)
  
• correct postcode
  
• flat/unit number where applicable
  
• a valid email address and phone number where required for delivery updates

If an address is incomplete or incorrect, this can cause delays, failed delivery attempts, or return-to-sender situations. If you notice an address mistake after ordering, contact us immediately through our Contact Us Page.

Address changes after placing an order

If you need to change your shipping address after placing an order:

• contact us as soon as possible through our Contact Us Page, and
  
• provide your order number and the correct address details
  

Address changes are time-sensitive and depend on order status:

• If the order has not progressed too far, we may be able to update it.
  
• If the order is already dispatched, address changes may not be possible and delivery may proceed to the address entered at checkout or will be taken as a Cancellation/Return/Refund Order. For more details, go through our Cancellation Policy, Return Policy and Refund Policy. 

We do not currently provide a self-serve address change tool. All address change requests must be made through customer support through our Contact Us Page.

PO Boxes and non-standard addresses

We do not ship to PO Boxes. Delivery is made to the customer’s address.

Stock availability (no pre-orders/backorders at this time)

We do not currently sell products as pre-orders or backorders as a standard offering.

If an item becomes unexpectedly unavailable after you place an order (for example due to allocation issues), we will contact you and provide the best available resolution, which may include a refund in line with our Refund Policy.

Delays and exceptional circumstances

We aim to meet the delivery estimate of 3–5 business working days.

In rare situations, delays can occur due to factors outside our control, including:

• courier network disruption
  
• severe weather conditions
  
• peak seasonal periods (for example major sales events or holidays)
  
• public holidays
  
• operational disruption affecting carrier routes

Rare maximum timeframe: In exceptional cases, delivery may take up to 10 business working days.

If your order appears delayed:

• check your tracking details first through our track your order portal
  
• then contact us through our Contact Us Page with your order number and we will assist you

If tracking shows “delivered” but you have not received the parcel

If tracking shows delivered but you cannot find your parcel:

• check around your property (safe place, porch, bin area)
  
• check with neighbours
  
• check with building reception/concierge (if applicable)

Then contact us through our Contact Us Page with:

• your order number
  
• any information that may help locate the parcel (for example CCTV availability, building access info, or delivery instructions you provided)

We will:

• review tracking and delivery scan details
  
• assist with the courier’s delivery investigation process where appropriate

Damaged parcels and damaged items

If your parcel arrives damaged, contact us through our Contact Us Page as soon as possible.

To help us resolve it quickly, please provide:

• photos of the outer packaging
  
• photos of the inner packaging
  
• photos of the damaged item
  
• a photo of the shipping label if visible

Reporting timeframe: Please report damage within 7 days of delivery. This helps ensure we can support you through the most effective resolution process.

Lost parcels and delivery investigations

If tracking does not progress normally or a parcel appears missing, contact us through our Contact Us Page with your order number.

We will:

• review tracking activity
  
• confirm the last known carrier scan
  
• raise an enquiry with the carrier where appropriate

A parcel is treated as lost when the carrier confirms it as lost, or when the carrier process supports a loss claim based on tracking and investigation outcomes.

We will support customers through the proper process and provide a fair resolution in line with our Refund Policy.

Missed deliveries, failed delivery attempts, and return-to-sender (RTS)

If delivery cannot be completed (for example, missed delivery attempts or address problems), the carrier may:

• attempt redelivery,
  
• hold the parcel at a depot/collection point, or
  
• return the parcel to sender

If a parcel is returned to sender, contact us as soon as possible through our Contact Us Page. The next steps depend on the carrier’s handling and the returned parcel status. We will guide you based on what is realistically possible and consistent with our policies.

Returns-to-sender and delivery issue costs (who pays)

This section explains who pays shipping-related costs when delivery cannot be completed, a parcel is returned to sender, or a delivery issue requires a return as part of the resolution.

Damaged parcels / damaged items

• If damage is confirmed and a return is required as part of the resolution, we cover the reasonable cost of return shipping using our instructed method (usually via our provided label/instructions).
  
• If you use your own carrier instead of our instructed method, we may reimburse up to the cost of our standard method if reimbursement eligibility is confirmed by us in writing and proof of postage is provided.

Lost parcels / missing deliveries

• If a parcel is confirmed lost (or the carrier investigation outcome supports a loss claim), we provide a fair resolution in line with our Refund Policy.
  
• If a return is required as part of resolving a confirmed issue, we provide the appropriate instructions and cover reasonable return shipping using our instructed method.

Incorrect/incomplete address, missed deliveries, and return-to-sender (RTS)

• If delivery fails due to an incorrect/incomplete address provided by the customer, or repeated failed delivery attempts, any carrier RTS fees and re-delivery/reshipping fees are the customer’s responsibility and may be deducted from any refund where legally permitted.
  
• If a parcel is returned to sender due to our error (for example, dispatch error), we cover the reasonable costs to resolve it.

Refused deliveries

• If you refuse delivery after dispatch (without a confirmed fault/damage/wrong item issue), any carrier return fees and related charges are the customer’s responsibility and may be deducted from any refund where legally permitted.
  
• If refusal occurs due to a confirmed issue (for example, the wrong item was sent), we cover the reasonable costs to resolve it using our instructed method.

Customer-initiated returns

• Customer-initiated returns after delivery (including change-of-mind returns) are handled under our Return Policy and Refund Policy.

VAT and pricing

Prices on our website are displayed in GBP (£) and are VAT-inclusive where applicable. Final totals, including shipping charges (if any), are shown clearly at checkout before payment.

Customer support for shipping questions

If you have questions about delivery, tracking, or address updates, contact us through our Contact Us Page and include your order number:

Related policies

For complete information, please also review:

• Contact Us
• Return Policy
• Refund Policy
• Privacy policy
• Cancellation Policy
• Terms of service
• Payment Methods
• Mobile Terms of Service

These policies are available on our website and are designed to work together with this Shipping Policy.

Contact Information

Business Name: Cafetronix

Legal Company Name: JH TRADE GROUP LTD

Company Number: SC868015

Email: info@cafetronix.co.uk

Customer Service: https://cafetronix.co.uk/pages/contact-us

Phone Number: +44 333 090 4916

WhatsApp: +44 7587755196

Business Address: 83 Kingsknowe Road North, Edinburgh, EH14 2DQ, United Kingdom

VAT Number: GB505860494

Opening Hours:
Monday to Friday (8:00 am - 8:00 pm)
(Live Chat & Email)

Contact our team for product advice, quotes, order help or service support. We reply quickly on business working days and aim to respond the same day within 5-10 hours in most cases.

Last updated: 25 January 2026

This Return Policy explains how returns work at Cafetronix (“we”, “us”, “our”). It covers change-of-mind returns, faulty/damaged items, exchanges, return methods and labels, timelines, proof requirements, inspection, and what happens when a parcel is delayed, missing, or marked as delivered.

This policy is written to be clear and consistent with our other policies on our website, including our Shipping Policy, Cancellation Policy, Payment Methods, Privacy Policy and Refund Policy page.

Sales region: United Kingdom only (at this time)

Key return principles (what never changes)

• We accept returns for defective and non-defective products (where eligibility rules are met).
  
• We accept exchanges (subject to eligibility and availability).
  
• Returns are processed by post (UK).
  
• Our standard return window for change-of-mind returns is 30 days from delivery.
  
• Product condition for return eligibility is “new only” (unused, with all parts and accessories, in appropriate condition for inspection).
  
• We do not charge restocking fees.
  
• Where a return label is required, we may provide a download-and-print return label and return instructions during the return approval process (via our Contact Us Page, Return Portal and/or email), depending on the return scenario. Any label/shipping cost responsibility is confirmed clearly at approval based on the return reason.
  
• We only approve returns when we have enough information to handle the return correctly (for example: order number, return reason, and evidence for faults/damage).
  
• We provide a self-serve return portal to request returns/exchanges and to track return status (where available). You can start a return through our Return Portal, or contact us through our Contact Us Page if you prefer or if you experience any issues with the portal.

Return window (time limits)

Change-of-mind returns

We accept change-of-mind return requests within 30 days of delivery, provided the return meets the conditions in this policy.

The 30-day window starts from the delivery date shown by tracking (or the date the parcel is marked delivered).

Faulty / damaged / not-as-described items

If an item is faulty, arrives damaged, or is not as described, we will work with you to resolve it properly and fairly. These cases may require proof (photos/video) and may be handled as a return, exchange, replacement, or refund depending on the specific situation.

Product condition (new-only return condition)

Returns are accepted under a new-only condition standard. This means:

• The item must be unused and not installed.
  
• The item should be returned in the original packaging with all included parts, accessories, manuals, inserts, and components.
  
• The item must not be altered, modified, or damaged by misuse or accidental damage.
  
• If a product has a serial number/identifier, it must match the original supplied item.

This condition standard is applied to protect customers and ensure returned items can be handled and inspected correctly.

Opened packaging (important clarification)

Opened packaging does not automatically mean a return is rejected. However:

• The item must still be unused, complete, and in resalable condition for change-of-mind returns.
  
• If an item shows signs of use, installation, wear, missing components, or customer-caused damage, we may not be able to approve the return.

If you are unsure whether your item qualifies, contact us through our Contact Us Page with your order number and a brief description/photos (E-mail), and we will advise the correct next step.

Change-of-mind returns (you ordered correctly, but you changed your mind)

We accept change-of-mind returns within 30 days of delivery, provided the return meets the “new-only” return conditions above.

Return shipping for change-of-mind

For change-of-mind returns, the customer is responsible for:

• Packaging the item securely for transit, and
  
• Completing the return using the return instructions provided

Where appropriate, we may provide a return label for convenience which may be provided through the Return Portal and/or via email or by contacting us through our Contact Us Page, depending on the return scenario, and we will confirm during approval whether it is prepaid by us or chargeable to the customer (for example, deducted from the refund or payable separately), where legally permitted. Any additional carrier charges (if applicable in a particular return scenario) remain the customer’s responsibility for change-of-mind returns. We will confirm the exact return instructions clearly when your return request is approved.

Return shipping costs (who pays for returning the products)

This section explains who pays return shipping/return fees, depending on the return reason and outcome.

Change-of-mind returns (you changed your mind / ordered incorrectly)

• The customer is responsible for the cost of returning the item to us.
  
• If we provide a return label for convenience, we will clearly confirm during return approval whether:
  
  the label is fully prepaid by us (no cost to you), or
  
  the label cost is chargeable to you (for example, deducted from your refund or payable separately), where legally permitted and clearly communicated in advance.
  
• Any optional or extra costs requested by the customer remain the customer’s responsibility, such as upgraded/express return services or special carrier handling (where applicable).

Faulty / damaged / not-as-described / wrong item sent

• If the issue is confirmed, we cover the reasonable cost of return shipping using our provided label or our instructed return method.
  
• If you return an item using your own carrier instead of our provided method, we may reimburse up to the cost of our standard return method if:
  the fault/damage/wrong item is confirmed, and
  
  you provide proof of postage/receipt, and
  
  reimbursement eligibility is confirmed by us in writing.

If a return is not approved or becomes ineligible after inspection

Examples include: used/installed items for change-of-mind, missing parts, customer-caused damage, or returns outside the stated window where the return is not fault-related.

• The customer is responsible for all return shipping costs in these cases.
  
• If we provided a label for a return that is later found ineligible, we may deduct the label/shipping cost from any refund (or require payment), where legally permitted.

Returns sent without contacting us or not following return instructions

• If an item is sent back without approval, or sent to the wrong address, any extra costs (rerouting, recovery, or reshipping charged by carriers) are the customer’s responsibility and processing may be delayed.

Refused deliveries and returns-to-sender (RTS)

Examples include refusing delivery after dispatch, an incorrect address provided by the customer, or repeated failed delivery attempts resulting in return-to-sender.

• Any carrier return/RTS charges are the customer’s responsibility and may be deducted from the refund where legally permitted, unless the return-to-sender happened due to our error.

Exchanges (shipping responsibility)

• For change-of-mind exchanges, customers are responsible for return shipping.
  
• For confirmed faulty/damaged/wrong item exchanges, we cover the reasonable return shipping cost using our standard method.

Faulty, damaged, or not-as-described items

If an item is faulty, arrives damaged, or is not as described, we will work with you to resolve it properly and fairly.

Reporting timeframe for damage

If a parcel or item arrives damaged, please report it within 7 days of delivery and include clear photos. This aligns with our Shipping Policy reporting window and helps us handle the case quickly and correctly.

What we may ask for (proof)

To assess and resolve the issue, we may request:

• your order number
  
• photos of the outer packaging
  
• photos of the inner packaging
  
• photos/video showing the issue (damage/fault)
  
• a photo of the shipping label/tracking label if visible
  
• a short description of the problem and when you noticed it

Return shipping for faulty/damaged items

If the fault/damage is confirmed, we cover the reasonable cost of return shipping through our provided return label (where applicable) through contacting us through our Contact Us Page or if your return is approved, your label and return instructions may be provided through the Return Portal and/or via email, depending on the return scenario, or we provide clear return instructions so the return can be completed properly.

Outcomes (how the case is resolved)

Depending on the item and issue, the resolution may be:

• a return + refund in number of days mentioned in our Refund Policy, or
  
• a return + exchange/replacement (if available), or
  
• another appropriate resolution based on the specific case

The final outcome depends on the item, the evidence provided, and the product’s condition.

Items that may not be eligible for return (where applicable)

We handle returns fairly, but returns may be refused where appropriate, for example:

• items showing use, installation, wear, or customer-caused damage (misuse/accidental damage)
  
• items returned incomplete (missing parts/accessories) or not in resalable condition for change-of-mind returns
  
• items returned outside the stated return window (30 days) where the return is not related to a fault/damage issue
  
• items that cannot be returned for hygiene or safety reasons (only where applicable and clearly indicated)
  
• digital products or gift cards (only where applicable and clearly indicated)

If any product has special return restrictions, we will make that clear on the product page and/or at checkout.

How to start a return (the official process)

To start a return request, you can use our self-serve Return Portal (recommended) or contact us through our Contact Us Page. Please include:

• your order number
  
• the item(s) you want to return
  
• the reason for return (change-of-mind, faulty, damaged, not as described)
  
• photos if the item is faulty/damaged (E-mail) (recommended to speed things up)

Return request channels

• Email: info@cafetronix.co.uk
  
• WhatsApp: +44 7587755196
  
• Live chat: available
  
• Contact form: via our website (Contact Us)
  
• Phone: +44 333 090 4916 Monday–Friday, 8:00am–8:00pm (UK time)

We will reply with the correct next steps, return confirmation, and return label/instructions.

Return method (by post)

Returns are completed by post.

Return label

Where required, we may provide a return label for convenience which may be provided through the Return Portal and/or via email or by contacting us through our Contact Us Page, depending on the return scenario, and we will confirm during approval whether it is prepaid by us or chargeable to the customer (for example, deducted from the refund or payable separately), where legally permitted. The cost responsibility (prepaid by us or chargeable to the customer) depends on the return reason and will be confirmed clearly when the return is approved.

Important

Please do not send items back without contacting us first. This ensures your return is linked to the correct order and handled without delays.

Return address instructions (including the exact return address and any reference information required) are provided during the return approval process to ensure the return reaches the correct handling location without delays.

Return inspection (what happens after we receive a return)

When we receive a returned item, we inspect it to confirm:

• it matches the order and serial number/identifier (where applicable)
  
• it is complete with included accessories
  
• its condition matches the return reason (new/unused for change-of-mind; fault/damage evidence for defective claims)

Once inspection is complete and the return is approved, the case proceeds under the relevant outcome:

• If it is a return-for-refund case, refunds follow our Refund Policy (including refund processing timelines).
  
• If it is an exchange/replacement case, we confirm the next steps based on availability.

Exchanges

We accept exchanges. Exchange requests should be made within the same 30-day window (where applicable) and are subject to:

• item condition (new/unused for change-of-mind exchanges)
  
• stock availability
  
• verification of the issue for defective/damaged exchanges

For change-of-mind exchanges, customers are generally responsible for return shipping. For confirmed defective/damaged items, we support the return process through our standard return method and label/instructions.

We will confirm the exact steps once you contact us through our Contact Us Page with your order details.

Delivered but not received (tracking says delivered, but you can’t find it)

If tracking shows “delivered” but you have not received the parcel:

• check safe places around the property
  
• check with neighbours
  
• check with building reception/concierge where applicable

Then contact us through our Contact Us Page with your order number. We will:

• review tracking and delivery scan details
  
• support the courier investigation process where appropriate

These cases are handled carefully and based on carrier evidence and investigation results.

Delayed shipments and lost parcels (return-related guidance)

If a parcel is delayed, check tracking first. If it remains delayed, contact us through our Contact Us Page and we will assist by:

• reviewing tracking progress
  
• advising next steps
  
• escalating with the carrier where appropriate

A parcel is treated as lost when the carrier confirms loss or when the carrier’s investigation outcome supports a loss claim. Any resolution (return, refund, exchange) will be handled in line with the circumstances and our policies.

Refused deliveries and returns-to-sender (RTS)

If a parcel is refused after dispatch or returned to sender due to delivery issues, contact us immediately through our Contact Us Page. Once an order has been dispatched, the correct route is usually handled through the return/refund process (where eligible), rather than as a cancellation (where applicable).

We will guide you based on what is realistically possible with the carrier and the status of the returned parcel.

Fraud prevention and verification-related return situations

To protect customers and prevent fraud, some orders may require verification. If an order cannot be verified or is flagged by payment/security systems, we may cancel it for safety. If payment has been taken, refunds follow the principles in our Refund Policy and are returned to the original payment method.

Contact

If you want to start a return or ask a return question, contact us through our Contact Us Page and include your order number.

Contact Information

Business Name: Cafetronix

Legal Company Name: JH TRADE GROUP LTD

Company Number: SC868015

Email: info@cafetronix.co.uk

Customer Service: https://cafetronix.co.uk/pages/contact-us

Phone Number: +44 333 090 4916

WhatsApp: +44 7587755196

Business Address: 83 Kingsknowe Road North, Edinburgh, EH14 2DQ, United Kingdom

VAT Number: GB505860494

Opening Hours:
Monday to Friday (8:00 am - 8:00 pm)
(Live Chat & Email)

Contact our team for product advice, quotes, order help or service support. We reply quickly on business working days and aim to respond the same day within 5-10 hours in most cases.

Related policies

For complete information, please also review:

• Contact Us
• Refund Policy
• Privacy policy
• Shipping policy
• Cancellation Policy
• Terms of service
• Payment Methods
• Mobile Terms of Service

These policies are available on our website and are designed to work together with this Return Policy.

Last updated: 25 January 2026

This Refund Policy explains how refunds work at Cafetronix (“we”, “us”, “our”). It covers change-of-mind returns, faulty/damaged items, exchanges, cancellations, return methods and labels, timelines, proof requirements, and what happens when a parcel is delayed, missing, or marked as delivered.

This policy is written to be clear and consistent with our other policies on our website, including our Shipping Policy, Cancellation Policy, Payment Methods, Privacy Policy and Return Policy page.

Sales region: United Kingdom only (at this time)

Key refund principles (what never changes)

• Refunds are issued to the original payment method used at checkout.
  
• We do not charge restocking fees.
  
• We accept returns for defective and non-defective products.
  
• We accept exchanges.
  
• Returns are processed by post (UK).
  
• Where required, we may provide a return label for convenience which may be provided through the Return Portal and/or via email or by contacting us through our Contact Us Page, depending on the return scenario, and we will confirm during approval whether it is prepaid by us or chargeable to the customer (for example, deducted from the refund or payable separately), where legally permitted. The cost responsibility (prepaid by us or chargeable to the customer) depends on the return reason and will be confirmed clearly when the return is approved.
  
• Refund timing depends on the situation (cancellation vs returned item), but our refund processing time is up to 10 Business working days once the refund is approved/processed.
  
• We only process refunds when we have enough information to do it correctly (for example: confirmation of cancellation, or the item being returned and inspected, or evidence for damage/fault).

Refund processing time

Once a refund is approved and processed by us, it can take up to 10 Business Working Days for the customer to receive the refund. The exact timing depends on the payment provider and bank.

Business working Days mean Monday to Friday (excluding UK public holidays).

How refunds are issued

Refunds are returned to the same payment method used at checkout (for example: card payment, PayPal, Shop Pay, Klarna, Apple Pay, Google Pay, etc.). We cannot redirect refunds to a different card or bank account.

If a payment provider requires a specific refund flow (for example, certain wallet/BNPL providers), the refund will follow that provider’s standard process.

Change-of-mind returns (you ordered correctly, but you changed your mind)

We accept change-of-mind returns within 30 days of delivery, provided the return meets the conditions below.

Return conditions for change-of-mind

• The item must be new and unused (unopened in the original packaging or never used).
  
• The item should be returned in the original packaging with all included parts, accessories, manuals, and inserts.
  
• The item must not be used, installed, altered, or damaged by misuse.
  
• If the product has a serial number/identifier, it must match the original supplied item.

Opened packaging

Opened packaging does not automatically mean a return is rejected. However, the item must still be unused and in resalable condition. If an item shows signs of use, installation, wear, missing components, or damage, we may not be able to approve a refund.

Return shipping costs (who pays for returning the products)

This section explains who pays return shipping/return fees, depending on the return reason and outcome.

Change-of-mind returns (you changed your mind / ordered incorrectly)

• The customer is responsible for the cost of returning the item to us.
  
• If we provide a return label for convenience, we will clearly confirm during return approval whether:
  
  the label is fully prepaid by us (no cost to you), or
  
  the label cost is chargeable to you (for example, deducted from your refund or payable separately), where legally permitted and clearly communicated in advance.
  
• Any optional or extra costs requested by the customer remain the customer’s responsibility, such as upgraded/express return services or special carrier handling (where applicable).

Faulty / damaged / not-as-described / wrong item sent

• If the issue is confirmed, we cover the reasonable cost of return shipping using our provided label or our instructed return method.
  
• If you return an item using your own carrier instead of our provided method, we may reimburse up to the cost of our standard return method if:
  
  the fault/damage/wrong item is confirmed, and
  
  you provide proof of postage/receipt, and
  
  reimbursement eligibility is confirmed by us in writing.

If a return is not approved or becomes ineligible after inspection

Examples include: used/installed items for change-of-mind, missing parts, customer-caused damage, or returns outside the stated window where the return is not fault-related.

• The customer is responsible for all return shipping costs in these cases.
  
• If we provided a label for a return that is later found ineligible, we may deduct the label/shipping cost from any refund (or require payment), where legally permitted.

Returns sent without contacting us or not following return instructions

• If an item is sent back without approval, or sent to the wrong address, any extra costs (rerouting, recovery, or reshipping charged by carriers) are the customer’s responsibility and processing may be delayed.

Refused deliveries and returns-to-sender (RTS)

Examples include refusing delivery after dispatch, an incorrect address provided by the customer, or repeated failed delivery attempts resulting in return-to-sender.

• Any carrier return/RTS charges are the customer’s responsibility and may be deducted from the refund where legally permitted, unless the return-to-sender happened due to our error.

Exchanges (shipping responsibility)

• For change-of-mind exchanges, customers are responsible for return shipping.
  
• For confirmed faulty/damaged/wrong item exchanges, we cover the reasonable return shipping cost using our standard method.

Faulty, damaged, or not-as-described items

If an item is faulty, arrives damaged, or is not as described, we will work with you and you can contact us through our Contact Us Page to resolve it properly and fairly.

Reporting timeframe for damage

If a parcel or item arrives damaged, please report it within 7 days of delivery and include clear photos. This aligns with our Shipping Policy reporting window and helps us handle the case quickly.

What we may ask for (proof)

To assess and resolve the issue, we may request:

• your order number
  
• photos of the outer packaging
  
• photos of the inner packaging
  
• photos/video showing the issue (damage/fault)
  
• a photo of the shipping label/tracking label if visible
  
• a short description of the problem and when you noticed it

Return shipping for faulty/damaged items

If the fault/damage is confirmed, we cover the reasonable cost of return shipping through our provided return label (where applicable) through contacting us through our Contact Us Page or if your return is approved, your label and return instructions may be provided through the Return Portal and/or via email, depending on the return scenario, or we provide clear return instructions so the return can be completed properly or you can contact us through our Contact Us Page to resolve it properly and fairly.

Resolution outcomes

Depending on the item and issue, the resolution may be:

• a refund, or
  
• an exchange/replacement (if available), or
  
• another appropriate resolution based on the specific case

The final outcome depends on the item, the evidence provided, and the product’s condition.

Items that may not be eligible for return (where applicable)

We handle returns fairly, but returns may be refused where appropriate, for example:

• items showing use, installation, wear, or customer-caused damage (misuse/accidental damage)
  
• items returned incomplete (missing parts/accessories) or not in resalable condition for change-of-mind returns
  
• items returned outside the stated return window (30 days) where the return is not related to a fault/damage issue
  
• items that cannot be returned for hygiene or safety reasons (only where applicable and clearly indicated)
  
• digital products or gift cards (only where applicable and clearly indicated)

If any product has special return restrictions, we will make that clear on the product page and/or at checkout.

How to start a return (the official process)

To start a return request, you can use our self-serve Return Portal (recommended) or contact us through our Contact Us Page. Please include:

• your order number
  
• the item(s) you want to return
  
• the reason for return (change-of-mind, faulty, damaged, not as described)
  
• photos if the item is faulty/damaged (recommended to speed things up)

Return request channels

• Email: info@cafetronix.co.uk
  
• WhatsApp: +44 7587755196
  
• Live chat: available
  
• Contact form: via our website (Contact Us)
  
• Phone: +44 333 090 4916 Monday–Friday, 8:00am–8:00pm (UK time)

We will reply with the correct next steps, return confirmation, and return label/instructions.

Return method

Returns are completed by post.

Return label

Where required, we may provide a return label for convenience which may be provided through the Return Portal and/or via email or by contacting us through our Contact Us Page, depending on the return scenario, and we will confirm during approval whether it is prepaid by us or chargeable to the customer (for example, deducted from the refund or payable separately), where legally permitted. The cost responsibility (prepaid by us or chargeable to the customer) depends on the return reason and will be confirmed clearly when the return is approved.

Important

Please do not send items back without contacting us first. This ensures your return is linked to the correct order and handled without delays.

Return inspection (what happens after we receive a return)

When we receive a returned item, we inspect it to confirm:

• it matches the order and serial number/identifier (where applicable)
  
• it is complete with included accessories
  
• its condition matches the return reason (new/unused for change-of-mind; fault/damage evidence for defective claims)

Once inspection is complete and the return is approved, we process the refund to the original payment method. Refunds are then typically received within up to 10 Business working days, depending on your bank/provider.

Refund amounts (what is refunded)

Change-of-mind returns

• If approved, we refund the product price for eligible items returned within 30 days in new/unused condition.
  
• Return shipping costs are not refunded for change-of-mind returns (customer responsibility).

Faulty/damaged/not-as-described

• If the claim is confirmed, we refund the appropriate amounts based on the approved resolution (refund or exchange/replacement route).
  
• We support the return process via our label/instructions to make resolution smooth and properly documented.

Cancelled orders

• If an order is cancelled before dispatch and the cancellation is confirmed, we refund the order to the original payment method. Refunds are then typically received within up to 10 Business working days, depending on your bank/provider.
  
• Refund timing follows our standard processing guidance (up to 10 Business working days).

Exchanges

We accept exchanges. Exchange requests must be made within the same 30-day window (where applicable) and are subject to:

• item condition (new/unused for change-of-mind exchanges)
  
• stock availability
  
• verification of the issue for defective/damaged exchanges

For change-of-mind exchanges, customers are generally responsible for return shipping. For confirmed defective/damaged items, we support the return process through our standard return method and label/instructions.

We will confirm the exact steps once you contact us through our Contact Us Page with your order details.

Delivered but not received (tracking says delivered, but you can’t find it)

If tracking shows “delivered” but you have not received the parcel:

• check safe places around the property
  
• check with neighbours
  
• check with building reception/concierge where applicable

Then contact us through our Contact Us Page with your order number. We will:

• review tracking and delivery scan details
  
• support the courier investigation process where appropriate

These cases are handled carefully and based on carrier evidence and investigation results.

Delayed shipments and lost parcels

If a parcel is delayed, check tracking first. If it remains delayed, contact us and we will assist by:

• reviewing tracking progress
  
• advising next steps
  
• escalating with the carrier where appropriate

A parcel is treated as lost when the carrier confirms loss or when the carrier’s investigation outcome supports a loss claim. Any resolution (refund/exchange) will be handled in line with the circumstances and our policies.

Refused deliveries and returns-to-sender (RTS)

If a parcel is refused after dispatch or returned to sender due to delivery issues, contact us immediately through our Contact Us Page. Once an order has been dispatched, the correct route is usually handled through the return/refund process (where eligible), rather than as a cancellation (where applicable).

We will guide you based on what is realistically possible with the carrier and the status of the returned parcel.

Fraud prevention and verification cancellations

To protect customers and prevent fraud, some orders may require verification. If an order cannot be verified or is flagged by payment/security systems, we may cancel it for safety. If payment has been taken, we refund it to the original payment method.

Contact

If you have a refund question or want to start a return, contact us through our Contact Us Page and include your order number:

Contact Information

Business Name: Cafetronix

Legal Company Name: JH TRADE GROUP LTD

Company Number: SC868015

Email: info@cafetronix.co.uk

Customer Service: https://cafetronix.co.uk/pages/contact-us

Phone Number: +44 333 090 4916

WhatsApp: +44 7587755196

Business Address: 83 Kingsknowe Road North, Edinburgh, EH14 2DQ, United Kingdom

VAT Number: GB505860494

Opening Hours:
Monday to Friday (8:00 am - 8:00 pm)
(Live Chat & Email)

Contact our team for product advice, quotes, order help or service support. We reply quickly on business working days and aim to respond the same day within 5-10 hours in most cases.

Related policies

For complete information, please also review:

• Contact Us
• Return Policy
• Privacy policy
• Shipping policy
• Cancellation Policy
• Terms of service
• Payment Methods
• Mobile Terms of Service

These policies are available on our website and are designed to work together with this Refund Policy.