At SO Coffee, we are committed to delivering high-quality products and reliable service. If something isn’t right, we aim to resolve all issues promptly and professionally.

1. Business & Consumer Purchases

This policy primarily applies to business-to-business transactions.

If you are purchasing as a consumer, your rights are protected under the Consumer Contracts Regulations 2013 and will apply where required.

2. Consumer Cancellation Rights (UK Only)

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods, for a full refund.

Exceptions apply to:

• Sealed goods which are not suitable for return once opened (e.g. coffee, milk powder, chocolate)
  
• Perishable goods
  
• Custom or personalised items
  

Items must be returned unused and in original packaging.

3. Returns: Consumable Products (Coffee & Ingredients)

Due to the nature of consumable goods, returns are only accepted if:

• Items are unused, unopened, and in original packaging
  
• Requested within 7 days of delivery
  
• Proof of purchase is provided
  

We cannot accept returns for:

• Opened products
  
• Perishable goods
  
• Items not stored correctly after delivery
  

4. Equipment Returns (Machines, Grinders, etc.)

• Returns must be requested within 14 days of delivery
  
• Equipment must be unused, in original packaging, and in resalable condition
  
• A restocking fee of up to 20% may apply depending on condition
  
• Return shipping costs are the responsibility of the customer unless faulty
  

5. Custom & Special Order Equipment

Custom-built, configured, or special order equipment (including bespoke machine setups) may not be eligible for return unless faulty.

6. Faulty or Damaged Goods

Customers must inspect goods upon delivery.

• Damage must be reported within 48 hours of delivery
  
• Faults must be reported as soon as identified
  

We will:

• Arrange a repair, replacement, or refund
  
• Provide engineer support where applicable under service agreements
  

7. Returns Process & Shipping

All returns must be approved before being sent.

• Customers are responsible for return shipping unless goods are faulty
  
• We strongly recommend using a tracked delivery service
  
• SO Coffee is not responsible for returns lost or damaged in transit
  

8. Returns Address

All approved returns must be sent to:

SO Coffee Returns (unless issued otherwise)
Unit 55, Atcham Business Park
Shrewsbury
Shropshire
SY4 4UG
United Kingdom

Unauthorised returns may not be accepted.

9. Refunds

Once a return is approved and received:

• Refunds will be processed within 5-10 working days
  
• Issued to the original payment method
  
• Delivery charges are non-refundable, unless goods are faulty
  

10. Service & Maintenance Contracts

Service and maintenance contracts are non-refundable once commenced, unless otherwise agreed in writing.

All issues will be handled in accordance with the agreed service terms.

11. Lease & Finance Agreements

Equipment supplied under lease or finance agreements is subject to third-party provider terms.

Cancellations, returns, and refunds must follow the finance provider’s agreement.

12. Commercial Equipment & Managed Services (Important)

For commercial equipment, lease agreements, revenue share models, or managed service solutions, separate terms and agreements may apply.

13. How to Request a Return

To request a return or report an issue, please contact:

socoffee@socoffeetrades.co.uk

Please include:

• Order number
  
• Description of the issue
  
• Photos (if applicable)
  

14. Our Commitment

We pride ourselves on service, quality, and long-term partnerships. If there’s ever an issue, we will always aim to resolve it quickly and professionally.

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