Terms & Conditions
When you complete the checkout process to buy products from our site, make a purchase in person or over the phone, you are agreeing to the following Terms and Conditions:
Cancelling an order:
If you change your mind and wish to cancel an order, you may do so up to 7 days after you receive the product(s). We will provide a full refund within 30 days of receiving the returned product(s), if the product(s) have not been used and are in a perfect resalable condition, including the product packaging. You are responsible for the cost of returning any products to us.
Please do not ship anything back to us without contacting us and agreeing to it first, as we need to make sure that the returns process has been followed to ensure safety for both sides.
To cancel an order please email us at email@example.com and return it to: Machina Espresso LTD, Unit 9 Peffermill Parc, 25 Kings Haugh, Edinburgh, EH15 5UY, United Kingdom.
Please make the heading of your email title as follows:
ORDER RETURN REQUEST - 'INSERT ORDER ID'
Pre-order or bespoke equipment sales:
If you are purchasing an espresso machine or grinder as a pre-order item (Rocket, Eureka, La Marzocco, Mahlkonig etc) or bespoke build (La Marzocco custom, Rocket R60v, R9 ONE etc), there are different terms that you are committing to. As we are producing an item specifically for you that we would not have normally had manufactured, we request a 50% deposit upon confirmation of your order, with the remaining 50% balance due prior to shipping you your order.
If for any reason you decide to cancel your order, we will charge a 15% cancellation fee, as we would then be left with additional stock that we did not have a customer for. Please ensure that upon placing a pre-order request, that you are aware and in agreement of this clause.
Trade customers - general restocking fees:
If you are a trade customer, your return will be subject to a 15% re-stocking fee. This only applies to products purchased at trade prices including Inker POR cups, Duralex glasses and bulk accessories.
If you return an espresso machine or grinder, the device must be completely unused without exception. Any use of either a grinder or espresso machine will result in the return being invalid and subsequently refused. The only exception to this rule, is if you are returning it due to the equipment not working properly and you have agreed in advance with us that you are returning it for this reason.
The full refund will be issued within 30 days of us receiving the product(s), unused, in their original packaging and in perfect resalable condition. Your refund will include the initial postage and packaging costs you paid when making your purchase.
Refunds will only ever be made to the card or PayPal account used to make the initial online payment.
Condition of goods:
For us to process refunds or swap out any goods for replacements, we must receive the goods back in the agreed condition first before we process either a refund or ship you a replacement. This means that we must wait for the associated courier to arrange collection of the goods, which can take a few days depending on the courier involved. This is out with our control, and returns of any reason are subject to you agreeing to this section of the terms.
If you wish to return a product because it is defective, you may do so up to 14 days after you receive the product(s). Once the product(s) have been returned to Machina Espresso LTD they will be checked for faults. In the case of defective products we will offer either a full refund, including any costs you incurred sending it back to us, or we will send you a replacement product.
If the goods generate a fault within the warranty period, we will attempt to resolve the issue for you. If we can do so within 14 days, you accept that the goods are in working order and the sale will stand. If the goods are deemed defective within this period, you are required to return the goods to us to be checked and returned to the manufacturer and we will provide you with a full refund within 14 days of receiving the goods back..
If you need to return goods for any reason, please contact us first to agree on how this is to be handled before shipping anything to us, to avoid any confusion. In some cases we will arrange for our courier to collect from you. On other occasions, such as the return of either low value and / or non breakable items, we will ask you to post back the item via standard UK mail with Royal Mail.
If you are requested to ship any goods back to us yourself by Royal Mail, you must get proof of postage from the post office. This allows you and us to both track the parcel and if necessary, claim on insurance should there be any damage or loss. If you ship products back to us without getting proof of postage, it will invalidate your refund.
Breakages and replacements:
If you are a domestic buyer and receive any cups or saucers which have been damaged during shipping and delivery, please send a photo of the damage to firstname.lastname@example.org and we will offer a replacement or refund at our discretion.
For trade customers, you will receive replacement items in your next shipment, as the cost of shipping small quantities is very expensive.
Choice of courier:
If you are shipping fragile goods such as porcelain or glass, you must return the goods to us via the same courier service that was used to send you the goods upon ordering. This is because certain goods are liable to damage if shipped with the cheapest courier option. For example, shipping porcelain with Royal Mail will result in breakages, but with a dedicated courier they are much more likely to reach us without being damaged.
You can, if you wish, ship the items back to us yourself with whatever method you prefer, but if you choose to do so, you are much more likely to experience damage and costs to your order, so we strongly recommend not doing this. The best and safest option, is to request that we arrange the collection and shipping of your goods back to us. We can do this with either Parcelforce, DPD or FedEx, but not Royal Mail.
Regardless of the method you choose to return your goods, you are liable for the condition of the goods until they reach us safely and in perfect condition. If the products or product packaging are not in perfect condition, the product(s) may be refused as a return or be liable for a restocking fee, as this will reduce the value of the goods and the sell on value of any such products.
Cancellation by Machina Espresso LTD:
In the unlikely event that we cannot fulfil your order, we will inform you as soon as we can (usually within 3 working days) and issue a full refund. There are events that may cause this, such as us finding damaged or faulty stock items we do not wish to send you, or errors on our system that result in inventory shortages.
Payments from UK and other European customers can be made by debit card, credit card or PayPal. International customers can also use the same payment methods, however if you are purchasing items above the value of £250 (Including shipping) out with the UK, you are required to choose the payment option of 'Bank Transfer' to complete your purchase. Once we receive your order, we will send you an invoice with International banking details for processing the funds.
If you are an International customer and do purchase something over £250 in value by either card or PayPal, we will email you informing you that we have cancelled your order and processed you a refund.
Products under warranty:
Some of our products are covered by a 1 or 2 year ‘back-to-base’ Machina Espresso Warranty (this is specified in the individual Product Descriptions on the website). Below are details of how this warranty works:
Length of warranty:
The warranty is valid for one or two calendar years from the date you receive the product.
Domestic Vs Commercial:
If you buy a domestic product, it should only ever be used for domestic use, not commercial. These products are not designed to work in commercial settings, due to the likely increased wear and tear of commercial use. If you choose to buy a domestic product and use it for commercial use, your warranty will be void.
Our ‘back-to-base’ warranty means that should a product become defective or faulty during the warranty period – you can send it back to us, where we will undertake a repair and then ship it back to you. It is your responsibility to pay the costs of sending the product(s) to us for repair and we will pay for the shipment back to your chosen address.
Because the product is under warranty, Machina Espresso LTD will cover the costs of both parts and labour.
The warranty does not cover:
• general wear and tear
• damage due to modification or misuse of the product
• damage caused by the build-up of limescale
• damage caused by accident
The warranty is also subject to you following the instructions for use and maintenance guidelines supplied by the manufacturer.
Important information for International buyers:
If you are buying espresso machines, grinders or filter machines from out with the UK, we do not offer our standard back to base warranty due to the high costs of shipping. If you are buying any of these items, you do so without the traditional guarantee of a full warranty (parts and the labour required) from Machina Espresso LTD.
In the event that your item is either damaged or requires technical support, your support is managed by us sending you the parts by courier (at our cost), and then advising you how to safely fit them or repair the unit over video call. *If this is not sufficient for you to purchase, then please do not buy Internationally as we do not honour our normal warranty terms.
Further, as an International customer, when you buy any electrical item, you do so as per the item listing on our website, which includes a UK plug with UK voltage. It is your responsibility to ensure that the item will work in your country with any associated adaptor and the power requirements at your location. If you purchase any items that does not meet your power requirements, you are welcome to return the item, at your expense. The items much be received unused, in perfect condition (including the packaging) and be suitable for resale.
You must notify us of the fault or defect by email (email@example.com) as soon as you are aware of the problem. We normally complete any repairs within 30 days of receiving the equipment from you.
All our prices include VAT. We take payment in pounds sterling (GBP) via debit and credit cards, or PayPal at the point when you complete our online checkout.
If you are buying either espresso machines or grinders from out with the UK, we only accept payment via bank transfer - not credit card or PayPal. If you attempt to pay with card or PayPal, we will contact you and process a refund.
Dispatch and delivery of products:
Products are normally dispatched within 48 hours of you placing your order online. However, this may be subject to change during UK Bank Holidays.
Products are normally delivered within 2-5 working days to destinations on the UK mainland, and within 3-10 working days to other European countries. We do our best to get our product to our customers quickly, but we do use third parties to deliver our products and therefore these timings are estimates.
For more information on delivery of goods – please see our Shipping information
UK addresses not on mainland or in remote parts of the Highlands:
Shipping costs for UK addresses which are not on the UK mainland or are in remote parts of the Scottish Highlands are billed at a different rate. Customers based in these areas must contact Machina Espresso LTD at firstname.lastname@example.org for a quote for shipping and delivery of products.
For items over 30KG, including multiple boxes of cups and / or glasses and all espresso machines, we always ship via pallet. If you require your item to be shipped via pallet, due to the nature of our system, you will be given a selection of rates to choose from based on your location in the UK rather than a recommended cost. Please make sure you select the right rate as part of this process based on where you live. If we believe you have selected the wrong rate option, we will contact you to clarify to ensure we have the correct information before shipping.
Import Duty and addresses outside of the UK:
Please note that as a customer, you are responsible for payment of any import duties or taxes incurred when we ship products outside of the UK.
When register on the website to purchase products you will be asked to provide us with some personal data (name, email address, postal address and phone number). This data will be handled securely and in accordance with the Data Protection Act 1998.
Payment details are not stored by Machina Espresso LTD, as these are sent directly to our secure payment providers.
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Users are advised that if they wish to deny the use and saving of cookies from this website on to their computers hard drive they should take necessary steps within their web browsers security settings to block all cookies from this website and its external serving vendors.
Other cookies may be stored to your computer’s hard drive by external vendors when this website uses referral programs, sponsored links or adverts. Such cookies are used for conversion and referral tracking and typically expire after 30 days, though some may take longer. No personal information is stored, saved or collected.
Events outside our control:
We are not liable for failing to meet any of our obligations as outlined in these Terms and Conditions, if such failure is caused by events outside of our reasonable control (such as industrial action or natural disasters).
Changes to T&Cs:
We may occasionally change our Terms and Conditions. All our customers are subject to our Terms and Conditions at the time of purchase.
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