Refund/Returns/Delivery Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. Any product that breaks due to a manufacturing defect in the warranty period is also eligible for a refund excluding any commercial espresso machines where we reserve the right to send out a service team to do a free repair, if this cannot be done on site we will give you a replacement machine and full training on how to use it whilst the repair is being done off site.
To start a return, you can contact us at Returns@primecoffeesuppliers.co.uk
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any returns related questions at Returns@primecoffeesuppliers.co.uk and we will be happy to assist you in any way we can.
If for whatever reason you have received a different product to what was purchased by yourself, then you are entitled to a full refund or exchange (Customer's choice).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Any Item that has been damaged through misuse or through an accident is unfortunately not covered in our returns policy. Please refer to the instruction manual you receive with your goods on how to operate the machine appropriately. If you receive the item and use it and then change your mind this is unfortunately not covered in our returns policy.
Exchanges
Exchanges are accepted as long as the item hasn't been opened or used and is in the same packaging that is supplied upon delivery. The fastest way to get an exchange is to return the item to us and then purchase the item you are after while we process your refund. Alternatively you can contact us via Returns@primecoffeesuppliers.co.uk and we will be happy to assist in your exchange, although this could take a few days to process the payment for the exchange item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Pre-orders
For Pre-orders, you have the right to cancel at any time up to the date the product is due to be shipped. Please give us 5 days notice of your desire to cancel by Emailing: Support@primecoffeesuppliers.co.uk
If your payment has been captured and the product has been shipped then our standard 14 day cooling off period applies.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Returns@primecoffeesuppliers.co.uk
Delivery
We operate a next day delivery service for any orders around the UK for most of our products and brands. This can be fulfilled if placed before 1pm and the product is in stock. We cannot always guarantee next day delivery, due to operational and weather issues that can be out of our control. Details about the delivery for each item will be listed on the product page for each product. If you have any concerns or questions about your delivery or believe it is lost of missing you can use the 'Track your order' feature in the footer of the home page, alternatively you can contact us at: Support@primecoffeesuppliers.co.uk
Standard lead times for handling and delivery are 2-3 days. If the item is bespoke or hand built this can be up to 28 days for delivery from date of placing the order.
Order Confirmation:
As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.
UK Order Delivery:
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 2-3 working days, unless stated differently on the product page. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at Support@primecoffeesuppliers.co.uk so that we can help.
We offer free delivery on all orders on our store. Including Scotland, Ireland and the channel islands.
Standard Lead Times Per Brand:
Lead Time per brand:
Bravilor – 2-3 days handling and delivery time. Installation times are 1-3 weeks max. Next day delivery is available if placed before 12pm and the item is in stock.
Rex Royal – 3-4 weeks delivery and installation time. As they are hand built to order.
UNIC, Mahlkonig, La Spaziale, Puqpress, Anfim Milano, Heycafe, Ditting Swiss – 2-3 days handling and delivery time. Lead time for installation is 7 days. Next day delivery is available if placed before 12pm and the item is in stock.
CREM – 2-3 days handling and delivery time. Lead time for installation is 7 days. Next day delivery is available if placed before 12pm and the item is in stock.
Rancilio – 2-3 days handling and delivery time. Lead time for installation is 7 days. Next day delivery is available if placed before 12pm and the item is in stock.
Fracino – 10 working days lead time (as hand built to order). Custom Bespoke Designs take 2 weeks. Installation will be booked with you to determine a time.
Mont 58 – 2- 3 days lead and delivery time.
La Marzocco - Standard lead time for La Marzocco is 7-10 days for delivery.