We have a 14-day return policy, which means you have 14 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.
To start a return, contact us at support@dipacci.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.
Return shipping costs for change-of-mind returns are the customer’s responsibility. Original shipping costs are non-refundable.
You can always contact us with any return question at support@dipacci.co.uk.
Restocking Fee
There will be a 30% restocking fee.
Damages and Issues
Please inspect your order on arrival 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. Please include photos and keep all packaging.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalised items), used equipment, and items without their original packaging or in opened packaging. We also do not accept returns for hazardous materials, flammable liquids or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
United Kingdom 14-Day Cancellation Period
Notwithstanding the above, if you are a consumer in the United Kingdom, you have the right to cancel or return your online order within 14 days of receiving it, for any reason and without a justification, under the Consumer Contracts Regulations 2013. As above, 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.
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 to your original payment method within 10 business days. Please remember it can take some time for your bank or card provider 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 support@dipacci.co.uk.
Warranty
All warranties are Return To Base (RTB):
- Espresso machines and grinders for domestic use: 12 months parts and 12 months labour.
- Espresso machines and grinders for commercial use (cafés, restaurants and offices): 12 months parts and 3 months labour.
- Used (second-hand) espresso machines and grinders for commercial use: 3 months parts and 3 months labour.
- Accessories and any other equipment: manufacturer’s warranty only.
Warranty service is provided only within the country of purchase, the United Kingdom. Any cost of returning an item to us for warranty assessment is borne by you.
This warranty is transferable to a subsequent owner, provided that Dipacci Coffee Company is informed in writing within 14 days of the sale of the new owner’s name and contact details. The new owner must retain the original invoice or a copy of it to be entitled to warranty service.
Warranty Claims and Product Assessment
To make a warranty claim, please contact us first. You must have clear proof of purchase, typically a receipt. A bank or card statement will only be accepted if the amount shown corresponds directly to the purchase price of the product.
Once proof of purchase has been established and the fault has been assessed, we will offer a repair, replacement or refund in line with your rights under UK consumer law. In some instances we may need to consult the manufacturer or importer to determine the fault and resolution. You may also deal with the manufacturer or importer directly, and we are happy to provide their contact details.
We will not offer a repair or replacement if the product has been damaged by misuse or abuse. Examples include, but are not limited to, inadequately filtered water, lime scaling, corrosion due to high chloride ion concentrations in water, operator errors, unauthorised repair work or modification, and fair wear and tear.
A loan machine service is not available during warranty repairs. We prioritise warranty work over general repairs to ensure the most rapid service possible. Where no fault is found, the product will be made available for collection.
If you are having difficulty getting your product to work, please contact us before returning it. Many issues can be resolved with basic troubleshooting. If your product is large or fixed and cannot easily be returned, contact us and we will do our best to offer a local solution, although this may not be possible in all areas of the United Kingdom.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Contact Us
Address: 33C Manor Park, London SE13 5QZ
Email: support@dipacci.co.uk
Contact Form: https://dipacci.co.uk/pages/contact
Phone: +44 20 4577 3443
Company Name: DIPACCI COFFEE COMPANY UK LTD
Company Number: 16827551
Customer Service: Monday to Saturday, 8am–5pm
