Refund policy

RETURN AND REFUND POLICY

Thank you for shopping with CAFELIER LIMITED. We want you to be satisfied with your purchase. This Return and Refund Policy explains how cancellations, returns, replacements and refunds are handled for products purchased through our online store.

Nothing in this policy affects your statutory consumer rights.

1. BUSINESS INFORMATION

Trade name: CAFELIER LIMITED
Email: sale@cafeliershop.com
Business address: 17 City North Place, London N4 3FU, United Kingdom
Company number: 17311499

Please note that the address above is our business correspondence address and may not be the correct address for returning products.

Do not send any product to this address unless our customer support team has specifically instructed you to do so. Returns sent without prior authorisation or to an incorrect address may be delayed, refused or returned to the sender.

2. YOUR RIGHT TO CANCEL

If you are a consumer purchasing online, you generally have the right to cancel your order without providing a reason.

You must notify us that you wish to cancel within 14 days beginning on the day after:

  • you receive the product;

  • a person nominated by you receives the product; or

  • you receive the final product, where products from the same order are delivered separately.

After notifying us of your decision to cancel, you must return the product within a further 14 days.

To exercise your right to cancel, email us at sale@cafeliershop.com with a clear statement confirming that you wish to cancel your order.

Please include:

  • your full name;

  • your order number;

  • the email address used to place the order;

  • the product or products you wish to return; and

  • the date on which the products were received.

You may also use the cancellation form included at the end of this policy, although using that form is not mandatory.

3. CANCELLING AN ORDER BEFORE DISPATCH

Contact us as soon as possible at sale@cafeliershop.com if you wish to cancel or change an order before it has been dispatched.

We will make reasonable efforts to process your request. However, we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been dispatched.

If the order has already been dispatched, you may need to receive it and follow the standard return procedure described in this policy.

4. HOW TO REQUEST A RETURN

Before returning any product, contact us at sale@cafeliershop.com.

Your return request should include:

  • your order number;

  • your full name;

  • the product you wish to return;

  • the reason for the return, where applicable; and

  • photographs or videos if the product is damaged, defective or incorrect.

A reason is not required when exercising your statutory right to cancel, but this information may help us process your request more efficiently.

Once your return request has been reviewed, we will provide you with:

  • return authorisation;

  • the correct return address;

  • packaging instructions where necessary; and

  • any other information required to complete the return.

Products must not be returned without receiving these instructions.

5. CONDITION OF RETURNED PRODUCTS

You may inspect a product in the same way that you would reasonably inspect it in a physical shop.

Returned products should, where reasonably possible:

  • be complete;

  • include all accessories, components, manuals and complimentary items supplied with them;

  • be placed in their original packaging;

  • be securely packaged to prevent damage during transport; and

  • be free from damage caused after delivery.

You are responsible for taking reasonable care of the product while it is in your possession.

We may reduce the amount refunded if the product’s value has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and functionality.

The absence of original packaging does not automatically remove your statutory rights. However, you should use suitable protective packaging when returning a product.

6. RETURN DELIVERY COSTS

Change-of-mind returns

When returning a product because you have changed your mind or exercised your right to cancel, you will normally be responsible for the direct cost of returning the product.

The return delivery cost will depend on the product, its dimensions, its weight and the return destination.

We recommend using a tracked and appropriately insured delivery service. You should retain the receipt and tracking information until your return and refund have been completed.

CAFELIER LIMITED is not responsible for products lost or damaged during return delivery where the customer arranged the return transport.

Faulty, damaged or incorrect products

If a product is faulty, damaged on arrival, not as described or different from the product ordered, CAFELIER LIMITED will cover reasonable return costs or provide an appropriate return method.

You must follow the return instructions provided by our customer support team. We may not reimburse premium, express or unnecessarily expensive return methods that were arranged without our prior approval.

7. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly at sale@cafeliershop.com if:

  • the product arrived damaged;

  • the product is defective;

  • parts or accessories are missing;

  • you received the wrong product; or

  • the product does not match its description.

Where possible, provide clear photographs of:

  • the product;

  • the reported damage or defect;

  • the packaging;

  • the delivery label; and

  • any visible damage to the parcel.

Reporting delivery damage within 48 hours may help us investigate the matter with the delivery service. However, failure to report the issue within 48 hours does not remove any statutory rights you may have.

Depending on the circumstances and your legal rights, we may offer:

  • a replacement;

  • a repair;

  • replacement parts;

  • a price reduction; or

  • a full or partial refund.

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for their intended purpose and as described. Consumers may normally have a short-term right to reject faulty goods within 30 days of delivery.

After the initial 30-day period, you may be entitled to a repair or replacement and, in certain circumstances, a price reduction or refund.

8. PRODUCTS THAT CANNOT NORMALLY BE RETURNED

The statutory right to cancel may not apply to certain products, including:

  • products made to your specifications or clearly personalised;

  • sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken;

  • products that deteriorate or expire rapidly;

  • products that have been inseparably mixed with other items after delivery;

  • sealed audio, video or computer software products once unsealed; and

  • digital content supplied immediately with your express consent and acknowledgement that the right to cancel would be lost.

A product will not be treated as personalised merely because you selected it from standard options offered on the website.

These exclusions do not limit your rights where a product is faulty, damaged, incorrectly supplied or not as described.

9. REFUNDS

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Where you validly exercise your right to cancel, the refund will be issued without undue delay and no later than 14 days after:

  • we receive the returned product; or

  • you provide satisfactory evidence that the product has been sent back,

whichever occurs first.

We may withhold the refund until the product has been received or until you provide evidence that it has been returned.

Approved refunds will normally be made using the same payment method used for the original purchase unless you expressly agree to another method.

Once a refund has been issued, your bank, card provider or payment service may require additional time to credit the funds to your account. These processing times are outside our control.

10. ORIGINAL DELIVERY CHARGES

Where you cancel an entire order under your statutory right to cancel, we will refund the product price and the cost of our least expensive standard delivery option available for that order.

If you selected an enhanced, express or premium delivery method, the additional amount paid above the standard delivery cost will not normally be refunded.

Original delivery charges may not be refunded for a partial return unless required by applicable law.

11. REFUND DEDUCTIONS

We may make a reasonable deduction from a refund where:

  • a product has been handled more than was necessary to inspect it;

  • the product has been damaged after delivery;

  • parts or accessories are missing;

  • the product has not been securely packaged for return; or

  • the returned product has otherwise suffered a reduction in value caused by the customer.

Any deduction will reflect the actual reduction in the product’s value and will not be used as a penalty.

No deduction will be made for damage, defects or problems that existed when the product was delivered.

12. EXCHANGES

We do not guarantee direct exchanges for change-of-mind returns.

Where an exchange is not available, you may return the eligible product for a refund and place a new order for the preferred product.

This does not affect your right to request a repair or replacement where a product is faulty, damaged, not as described or incorrectly supplied.

13. UNDELIVERABLE, UNCLAIMED OR REFUSED ORDERS

You are responsible for providing an accurate and complete delivery address.

If an order is returned because:

  • the delivery address was incorrect or incomplete;

  • delivery was repeatedly attempted but unsuccessful;

  • the parcel was not collected;

  • the recipient refused delivery without valid reason; or

  • the customer failed to cooperate with reasonable delivery requirements,

we may deduct reasonable delivery and return costs from any refund, to the extent permitted by law.

We will not make such deductions where the delivery failure was caused by us or by the delivery service acting on our behalf.

14. INTERNATIONAL RETURNS

Customers returning products from outside the United Kingdom must contact us before arranging a return.

For change-of-mind returns, international customers are generally responsible for:

  • return delivery charges;

  • appropriate tracking and insurance;

  • correctly completing customs documentation; and

  • any return customs or handling charges, where applicable.

The parcel should be clearly marked as returned goods where permitted. CAFELIER LIMITED is not responsible for delays caused by incomplete or incorrect customs documentation.

Import duties, taxes and fees paid directly to customs authorities, delivery companies or other third parties may not be refundable by CAFELIER LIMITED.

Customers outside the United Kingdom may also have mandatory consumer rights under the laws of their country of residence. Nothing in this policy is intended to exclude rights that cannot legally be excluded.

15. GIFTS

Refunds are normally issued to the original payment method used to place the order.

Where a product was purchased by another person as a gift, the refund will generally be issued to the original purchaser unless otherwise required by law or agreed by us.

16. PROOF OF PURCHASE

We may ask for reasonable proof of purchase before processing a return, replacement or refund.

Acceptable proof may include:

  • an order confirmation;

  • an order number;

  • a payment receipt;

  • a bank or card statement; or

  • another record showing that the product was purchased from CAFELIER LIMITED.

17. STATUTORY RIGHTS

This policy is in addition to your statutory rights and does not replace or restrict them.

Under applicable UK consumer law, products supplied to consumers must be:

  • of satisfactory quality;

  • fit for their intended purpose;

  • as described; and

  • supplied in accordance with the contract.

Any term in this policy that conflicts with a mandatory consumer right will be interpreted and applied in accordance with the applicable law.

18. CONTACT US

For cancellation, return, refund or product-related enquiries, contact:

CAFELIER LIMITED
Email: sale@cafeliershop.com
Business address: 17 City North Place, London N4 3FU, United Kingdom
Company number: 17311499

Please include your order number in all correspondence.

MODEL CANCELLATION FORM

Complete and send this form only if you wish to cancel your contract. You may also cancel by emailing a clear statement to sale@cafeliershop.com.

To:
CAFELIER LIMITED
17 City North Place
London N4 3FU
United Kingdom
Email: sale@cafeliershop.com

I hereby give notice that I cancel my contract of sale for the following products:

Product or products:

Order number:

Ordered on:

Received on:

Customer’s full name:

Customer’s address:

Customer’s email address:

Signature, if submitted on paper:

Date: