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Return Policy

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.

  • Refund processing time
    Once a return is approved and processed by us, refunds are issued to the original payment method. After we process the refund, it can take up to 10 Business Working Days for the customer to receive it, depending on their bank/payment provider.
  • Where a return label is 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).

  • 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

For change-of-mind returns, 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 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.

  • 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 instructed return 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 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. 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.

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

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

Return method (by post)

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 address - 83 Kingsknowe Road North, Edinburgh, EH14 2DQ, United Kingdom

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 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: contact@shopcafetronix.co.uk

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

Phone Number: +44 3330904916

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 Return Policy.

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