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Cancellation Policy

Last updated: 25 January 2026

This Cancellation Policy explains how cancellations work at Cafetronix (“we”, “us”, “our”). It is written to be clear, practical, and consistent with how Shopify checkout and real order processing works. It also explains what happens if an order has already started processing, has been dispatched, or if there is an issue such as an incorrect delivery address.

Important: Cancellations are time-sensitive. We can often help if you contact us quickly through our Contact Us Page, but once an order moves into processing or dispatch, cancellation may not be possible and the correct route may become a return/refund instead.

How to request a cancellation

To request a cancellation, contact us as soon as possible through our Contact Us Page and include:

  • your order number

  • the email address used at checkout

  • your full name

  • a clear message such as: “Please cancel my order” (or specify which item(s) to cancel if it is a multi-item order)

Official cancellation contact options

We recommend email or live chat for the fastest handling, especially outside phone hours.

A cancellation is only confirmed when you receive a written confirmation from us by email (or via written chat confirmation). Sending a request does not automatically mean the order is cancelled—because we must first check the order status.

What happens after you place an order (so you understand the timing)

Orders normally move through stages such as:

  • Order received

  • Processing (including verification checks and stock allocation/confirmation)

  • Preparation for dispatch

  • Dispatched / in transit

  • Delivered

  • You can check your current order status using our Track Your Order page/portal on our website. If you need to cancel, still contact us immediately through our Contact Us Page—tracking status alone does not cancel an order.

Delivery timeframe: Our standard delivery timeframe is 3–5 business working days (as stated in our Shipping Policy).

Because we work with suppliers/distributors and also use our own warehouse operations located at the address we mentioned in our Contact Us Page, some orders can begin processing quickly after being placed. The best way to ensure a cancellation is possible is to contact us immediately through our Contact Us Page after ordering.

When cancellation is possible (and when it may not be)

Whether we can cancel depends on the stage your order is in at the moment we receive your request.

Before processing starts (best chance)

If your order has not started processing yet, we can usually cancel it.

If we confirm your cancellation:

  • the order is cancelled

  • if payment has already been taken, a refund is issued to the original payment method in number of days mentioned in our Refund Policy

  • you’ll receive written confirmation

During processing (depends on progress)

If your order has already started processing, cancellation may still be possible, but it is not guaranteed.

Processing may include activities such as:

  • security or verification checks

  • confirming stock allocation from our warehouse located at the address we mentioned in our Contact Us Page or supplier/distributor

  • preparing the order for dispatch

  • generating dispatch documents

If we are able to stop processing in time, we will cancel and refund to the original payment method in number of days mentioned in our Refund Policy

If processing is already too far along, we may not be able to cancel. In that case, the order will continue to dispatch and the correct route becomes delivery + return/refund (where eligible).

After dispatch (usually not possible as a cancellation)

If your order has been dispatched/in transit, we generally cannot cancel it as a cancellation. At that point:

  • you may still be able to return eligible items after delivery (see our Return Policy & Refund Policy)

  • if there is an urgent issue (for example a serious address error), contact us immediately through our Contact Us Page and we will advise what is realistically possible

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 return 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.

Fees for cancellation

We do not charge cancellation fees.

Partial cancellations (cancelling only some items)

If your order contains multiple items, you may request to cancel only certain item(s).

Whether a partial cancellation is possible depends on the status of each item. For example:

  • one item may still be unprocessed (can often be cancelled)

  • another item may already be processing or prepared for dispatch (may not be cancellable)

If a partial cancellation is possible, we will confirm in writing exactly which items were cancelled and which items will continue.

If a partial cancellation is not possible due to processing stage, we will advise you of the next best option (usually receiving the item and then using the return/refund route if eligible).

Changing your mind vs changing order details

If you need to change something (instead of cancelling), contact us immediately through our Contact Us Page. Examples include:

  • changing the shipping address

  • correcting a postcode

  • changing an item variant (where applicable)

  • changing quantities

We do not provide a self-serve “edit order” tool for customers at this time. Any changes must be requested by contacting us through our Contact Us Page.

If the order has not started processing, we may be able to update details.

If the order is already processing or dispatched, changes may not be possible. We will always tell you honestly what can and cannot be done based on the order status.

Incorrect address, delivery problems, and returned parcels

If you entered an incorrect or incomplete address, contact us as soon as possible through our Contact Us Page.

  • If the order has not started processing or has not dispatched, we may be able to correct the address in time.

  • If the order is already dispatched, address changes may not be possible and delivery will proceed to the address entered at checkout.

If a parcel is returned because the address provided was incorrect/incomplete or because delivery was unsuccessful:

  • contact us immediately through our Contact Us Page so we can assist

  • the outcome depends on the carrier and the return status of the parcel

  • if the parcel returns to us, we will work with you to find the best resolution in line with our Shipping Policy, Refund Policy and Return Policy.

Because delivery networks and supplier/warehouse dispatch flows vary, the exact handling can differ case-by-case. The most important thing is to contact us quickly through our Contact Us Page so we can support you.

Refusal of delivery and “return to sender”

If a dispatched parcel is refused and returned, please contact us immediately through our Contact Us Page.

In many cases, once an order is dispatched, the appropriate process is handled as a return/refund route (where eligible), rather than a cancellation. We will always aim to help you reach the best outcome and will guide you based on the specific situation and what is realistically possible with the carrier.

Payment status and refunds for cancellations

Cafetronix uses Shopify checkout and payment processing. Payment behaviour can depend on the payment method used and the payment provider’s standard processing.

If a cancellation is confirmed and payment has already been taken:

  • we will issue a refund to the original payment method in number of days mentioned in our Refund Policy

  • the time it takes to appear back in your account depends on your bank/payment provider

Refunds follow the principles set out in our Refund Policy.

Verification checks and security cancellations (protecting customers)

To protect customers and prevent fraud, some orders may be subject to verification/security checks.

If an order cannot be verified or is flagged by payment/security systems:

  • we may cancel the order for safety

  • if payment was taken, we will refund it to the original payment method in number of days mentioned in our Refund Policy

  • we may contact you if additional information is required to proceed safely

This helps keep customers and transactions protected.

Timeline note (delivery window vs cancellation window)

Our standard delivery timeframe is 3–5 business working days, but the cancellation window is often much shorter because orders can enter processing quickly after being placed.

If you want to cancel, contact us immediately through our Contact Us Page after ordering. The sooner we receive your request, the higher the chance we can stop the order before processing/dispatch.

Links to related policies

For full details on shipping, returns, and refunds, please also review:

These policies are available on our website and are intended to work together with this Cancellation Policy.

Contact

If you need to cancel an order, contact us as soon as possible 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: contact@shopcafetronix.co.uk

Customer Service: https://shopcafetronix.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.

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