Returns & Refunds Policy

At Crematica, we want you to be completely satisfied with your purchase of coffee equipment. This Returns and Refunds Policy outlines the conditions and procedures for returning products purchased from our website or Renfrew showroom. We strive to make the returns process straightforward while maintaining product quality standards for all our customers. Please read this policy carefully before initiating a return request.

Return Eligibility and Timeframes

We accept returns on most products within thirty days of the original purchase date for unused items in their original packaging. This applies to espresso machines, grinders, kettles, scales and other coffee accessories purchased either online or from our physical showroom. To qualify for a full refund, products must be in pristine, resaleable condition with all original packaging materials, instruction manuals, accessories and protective coverings intact. Any signs of use, installation or removal of factory seals will affect eligibility.

For products that have been used or taken out of their original packaging, we offer a fourteen-day return window subject to a fifteen percent restocking fee. This fee covers the cost of deep cleaning, inspection and repackaging necessary to return the item to saleable condition. The restocking fee is calculated based on the original purchase price before any discounts or promotions. This policy recognizes that some customers may need to test equipment before deciding it meets their needs, while also protecting subsequent buyers from receiving compromised products.

Certain product categories are excluded from our standard return policy due to hygiene and safety considerations. Bean-to-cup machines with integrated grinders cannot be returned once used, as coffee oils and residues cannot be completely removed from internal components. Custom-ordered equipment built to specific client specifications is non-returnable unless defective. Clearance items, ex-display units and refurbished machines are sold on a final sale basis with no option for return, though they remain covered by applicable warranty terms.

Initiating a Return

To begin the return process, contact our customer service team within the applicable return window. You will need to provide your order number, the name under which the purchase was made and the reason for return. Our team will assess your eligibility and provide specific instructions for your situation. We require this initial contact before any items are shipped back to us, as unauthorized returns may not be processed or could incur additional handling charges.

Once your return is approved, we will issue a return authorization number and shipping instructions. For large or heavy equipment like commercial espresso machines, we may arrange collection from your address at your expense. Smaller items can typically be returned via courier service of your choice. We recommend using a tracked shipping method with insurance coverage, as you remain responsible for the product until it arrives at our facility. Crematica is not liable for items lost or damaged during return transit.

Pack returned items carefully using the original packaging whenever possible. If original packaging is unavailable, use adequate protective materials to prevent damage during shipping. Include all accessories, cables, instruction manuals and any bonus items that came with the original purchase. Incomplete returns may result in partial refunds or delays in processing. Clearly mark your return authorization number on the outside of the package to ensure prompt processing upon arrival.

Inspection and Processing

Upon receiving your returned item, our quality control team will inspect it thoroughly to verify its condition matches the information provided when the return was initiated. This inspection typically takes three to five business days depending on current volume. We check for signs of use, damage, missing components and cleanliness. Items that fail inspection due to undisclosed damage or excessive wear may result in reduced refunds or rejection of the return entirely.

If the returned product is found to be in acceptable condition according to our policy terms, we will process your refund promptly. Refunds are issued to the original payment method used for the purchase. Credit card refunds typically appear within five to ten business days after approval, though your bank may take additional time to post the credit. For purchases made via bank transfer, we require your current banking details to process the refund, which may take up to seven business days to reach your account.

The refund amount will equal the product purchase price minus any applicable restocking fees and return shipping costs. Original delivery charges are non-refundable unless the return is due to our error or a defective product. If you received free delivery as part of a promotion, a delivery charge equivalent to our standard rates will be deducted from your refund. Any installation services performed cannot be refunded once completed, even if the equipment is subsequently returned.

Exchanges and Alternatives

If you would prefer to exchange your purchase for a different model rather than receive a refund, we are usually happy to accommodate this request. Exchanges are subject to product availability and price differences. If the replacement item costs more than your original purchase, you will need to pay the difference before we ship the new product. If the replacement costs less, we will refund the difference using your original payment method.

For customers uncertain about which equipment best suits their needs, we strongly encourage visiting our Renfrew showroom before making a purchase. Our knowledgeable staff can demonstrate various machines, explain the differences between models and help you pull test shots using equipment you are considering. This hands-on experience significantly reduces the likelihood of buyer's remorse and helps ensure you select the right equipment for your specific requirements and skill level.

We also offer telephone consultations for customers who cannot visit in person. During these sessions, our technical team can discuss your coffee preferences, usage patterns and budget to recommend suitable options. While we cannot guarantee absolute satisfaction with remote consultations, this service has helped many customers make informed decisions and avoid unnecessary returns. Booking a consultation call is free and does not obligate you to make a purchase.

Defective Products and Warranty Claims

Returns due to manufacturing defects or damage during shipping are handled differently from standard returns. If you receive a defective product, report the issue immediately upon discovery, preferably within forty-eight hours of delivery. We will arrange for the item to be collected at our expense or provide a prepaid return label. Defective returns do not incur restocking fees, and you will receive a full refund including original shipping costs.

For items that develop problems after the standard return period has expired but remain within the manufacturer warranty period, claims should be directed through our warranty service department rather than our returns team. We handle all warranty communications with manufacturers on your behalf and coordinate repairs or replacements according to the warranty terms. This service is included with every purchase and ensures you receive expert support throughout the warranty duration.

If a product arrives damaged due to shipping mishaps, document the damage with photographs before unpacking further. Contact us immediately with these images and a description of the damage. In most cases, we can arrange a replacement without requiring you to return the damaged item first, minimizing disruption to your coffee routine. The shipping carrier will collect the damaged unit according to their procedures.

Your Consumer Rights

This returns policy is in addition to your statutory rights under UK consumer protection legislation. The Consumer Rights Act provides that products must be of satisfactory quality, fit for purpose and as described. If goods fail to meet these criteria, you may be entitled to remedies beyond those offered in our standard policy. These statutory rights are not affected by our commercial return terms.

For online purchases, you have the right to cancel your order within fourteen days of receiving the goods under the Consumer Contracts Regulations, even without giving a reason. This cooling-off period allows you to inspect products and change your mind. However, this right does not extend to goods that have been unsealed and cannot be returned for hygiene or safety reasons, or to custom-made items. We aim to exceed these minimum legal requirements wherever commercially feasible while maintaining fair practices for all customers.