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Refund 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, the customer is responsible for providing the return label (return shipping label). We provide return instructions during the return approval process (via our Contact Us Page, Return Portal and/or email). Any additional carrier charges (if applicable in a particular return scenario) remain the customer’s responsibility. We will confirm the exact instructions clearly when your request 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.

  • The customer is responsible for providing the return label (return shipping label) and paying return postage for change-of-mind returns.

  • 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 fault/damage is confirmed, we cover the reasonable cost of return shipping. The customer is responsible for providing the return label (return shipping label) and following our return instructions, and we will reimburse eligible return/label postage costs based on the instructions and proof of postage.

  • 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 a return is later found ineligible after inspection, we may decline the return and return the item to the customer. In this case, the customer is responsible for the cost of reshipping the item back to them.

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. The customer is responsible for providing the return label (return shipping label) and following our return instructions, and we will reimburse eligible return/label postage costs based on our instructions and proof of postage.

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

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

Return method

Returns are completed by post.

Return label

The customer is responsible for providing the return label (return shipping label). We provide return instructions during the return approval process (via our Contact Us Page, Return Portal and/or email). Any additional carrier charges (if applicable in a particular return scenario) remain the customer’s responsibility. We will confirm the exact return instructions clearly when your return request 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 return 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 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: contact@shopcafetronix.co.uk

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

Phone Number: +443330904916

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:

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

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