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Southern Coffee Machines Company Ltd.

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Website Terms of Use, Terms of Sale, Delivery, Returns & Warranty Policy

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Trading name: Southern Coffee
Legal name: Southern Coffee Machines Company Ltd.
Company number: 11820581
VAT number: 339722732
Registered office / Trading address: Unit 1c Golden Hill Park, Freshwater, United Kingdom, PO40 9UJ
Email: sales@southerncoffee.co.uk
Telephone: 01983 759966

Date updated: 14 January 2026

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1) What these terms cover

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These Terms apply to:

  • your use of www.southerncoffee.co.uk (the “Website”); and

  • all purchases of goods and services from us, whether made online, by phone, by email, by bank transfer, by card payment, by invoice, or in person.

By using the Website and/or placing an order with us, you agree to be bound by these Terms.

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2) Definitions

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  • “We/us/our” means Southern Coffee Machines Company Ltd.

  • “You/your” means the customer or Website user.

  • “Consumer” means an individual buying mainly for personal use (not for trade/business).

  • “Business Customer” means a person/organisation buying for business purposes (including sole traders).

  • “Prosumer” means a customer purchasing higher-end equipment for personal use; for legal purposes, a Prosumer is either a Consumer or a Business Customer depending on the purpose of purchase.

  • “Goods” means products we sell (including coffee machines, refurbished machines, grinders, accessories, parts, coffee and consumables).

  • “Services” means installation, commissioning, repairs, call-outs, servicing, maintenance and training.

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3) Your legal rights (important)

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Nothing in these Terms limits or excludes your statutory rights. In particular, Consumers have rights under UK consumer law (including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). Our warranties and policies are in addition to those rights.

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PART A — WEBSITE TERMS OF USE

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4) Website use

You may use the Website for lawful purposes only. You must not:

  • misuse the Website (including introducing viruses or attempting unauthorised access);

  • use the Website to commit or facilitate fraud; or

  • copy, scrape, reproduce or distribute Website content in breach of clause 5.

We may suspend or restrict access to the Website if you breach these Terms.

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5) Intellectual property

All content on the Website (text, images, graphics, logos and layout) is owned by us or licensed to us. You may view and print pages for your own personal use, but you must not reproduce or distribute content without our written permission.

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6) Website availability and accuracy

We aim to keep the Website accurate and available but do not guarantee it will be uninterrupted or error-free. Product images are illustrative and may differ slightly from the actual item due to lighting, updates, batch variations, or screen settings.

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PART B — ORDERS, PRICING & PAYMENT

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7) How a contract is formed

Online orders: when you place an order, you are making an offer to buy. A contract is formed when we accept the order by sending an order confirmation and/or dispatch confirmation.

Direct/invoice orders (phone/email/in person): a contract is formed when we confirm acceptance in writing (email/order confirmation/invoice acceptance).

If we cannot accept your order (for example due to stock availability, pricing error, or delivery limitations), we will tell you and refund any payments received.

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8) Prices and VAT

Prices are shown in GBP (£). VAT is charged where applicable. Your order confirmation or invoice will show the total price including VAT (if applicable) and delivery charges.

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9) Payment methods

We accept card payments and bank transfer (details provided at checkout or on invoice).

Where payment is by bank transfer, Goods will not be dispatched until cleared funds are received.

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10) Refurbished Goods — condition

Refurbished machines are previously used. They may show cosmetic signs of prior use (marks, light scratches, wear). Cosmetic condition is not a fault unless it materially differs from the description given at point of sale.

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PART C — DELIVERY (INCLUDING PALLET DELIVERY)

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11) Delivery method and requirements

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11.1 Pallet delivery for machines (kerbside)

Coffee machines (and other large/heavy items) are shipped UK-wide via pallet delivery to a business/commercial address only, kerbside.

Kerbside means the pallet will be delivered to the nearest accessible point at ground level. The driver is not required to move the pallet into your premises or beyond the kerbside delivery point.

If you are a Consumer purchasing for a residential address, you must provide a suitable business/commercial delivery address for palletised machine delivery. We do not provide pallet delivery to residential addresses.

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11.2 Access and delivery restrictions

You are responsible for ensuring:

  • correct delivery details are provided (including contact name and phone number);

  • the delivery location has suitable access for a pallet vehicle (where applicable); and

  • someone is available to receive the delivery.

If delivery fails due to incorrect details, no recipient available, or access restrictions, you may be charged re-delivery and/or storage charges.

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11.3 Lead times

Lead times can vary depending on machine availability, preparation and scheduling. Any dates are estimates only. We will confirm an estimated dispatch/delivery window once your order is accepted.

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12) Delivery inspection and damage

You must inspect Goods on delivery where reasonably possible.

If you believe Goods are damaged in transit, you must notify us as soon as possible with clear photos and details. Where damage is obvious on arrival, you should note this with the carrier (if possible) and contact us immediately.

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13) Risk and ownership

Consumers: risk passes to you when you (or your nominated recipient) take physical possession of the Goods.

Business Customers: unless agreed otherwise, risk passes on delivery to the carrier.

Ownership transfers to you only once we have received payment in full.

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PART D — CANCELLATIONS, RETURNS & REFUNDS (14 DAYS)

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14) Consumer change-of-mind cancellation (14 days)

If you are a Consumer buying at a distance (Website/phone/email), you have the right to cancel your order within 14 days of receiving the Goods, without giving a reason (subject to clause 17).

To cancel, you must email us within the 14-day period. After cancelling, you must return the Goods within 14 days.

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15) Return shipping costs

For change-of-mind returns, the buyer pays return shipping and is responsible for ensuring the Goods are adequately packaged and insured for return transit.

If Goods are faulty or not as described, your statutory rights apply and return costs will be handled as required by law.

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16) Return condition

Returned Goods must be:

  • complete, including all accessories, manuals and included items; and

  • securely packaged to prevent damage in transit.

Machines must be safely prepared for return shipping (including suitable protection and, where applicable, palletisation).

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17) Exceptions / non-returnable items

Change-of-mind returns may not apply to:

  • goods made to your specifications or clearly personalised;

  • sealed hygiene items if unsealed after delivery (where applicable);

  • perishable goods (where applicable, such as certain coffee products);

  • any item explicitly marked “non-returnable” at point of sale (where permitted by law).

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18) Refunds and deductions (including up to 25% for diminished value)

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18.1 Standard refund timing

Where you cancel within 14 days as a Consumer, we will refund you within 14 days of receiving the returned Goods (or evidence of return), using the original payment method where possible.

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18.2 Diminished value deduction (Consumers) — up to 25%

If the value of the Goods is reduced because you handled them more than necessary to inspect them (for example: installed/used, water run through, coffee brewed, returned incomplete, missing packaging/accessories, or damaged), we may reduce your refund to reflect the diminished value, up to a maximum deduction of 25% of the price paid.

Where we apply a deduction, we will explain the reason and (where possible) provide evidence (for example photos and an assessment).

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19) Business Customer returns (25% restocking fee)

Business Customers do not have Consumer cancellation rights. If we agree (at our discretion) to accept a Business Customer return for convenience (change of mind), a 25% restocking fee applies, plus all delivery/collection costs. Goods must be unused and in resaleable condition.

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20) Faulty or misdescribed goods

If Goods are faulty or not as described, you have legal rights. Contact us promptly with your order/invoice details and evidence of the fault. We may offer troubleshooting steps first to confirm the cause and provide the fastest remedy.

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PART E — WARRANTY POLICY (NEW & REFURBISHED)

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21) Warranty summary (in addition to statutory rights)

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We provide the following warranty cover:

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21.1 Refurbished machines — 3 months parts-only

  • Warranty period: 3 months from date of delivery/collection.

  • Cover: replacement parts only required to rectify a covered fault (at our discretion: new or refurbished equivalent parts).

  • Not included: labour, call-outs, travel time, collection/delivery of machines, and shipping of parts unless we agree in writing.

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21.2 New machines — 12 months parts & labour

  • Warranty period: 12 months from date of delivery/collection (or installation/commissioning date if installed by us, whichever is later).

  • Cover: parts and labour required to rectify a covered fault via repair/return-to-base/approved service route at our discretion.

  • Not included: consumables and routine maintenance items, and issues excluded under clause 23.

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22) What the warranty covers

The warranty covers faults caused by defects in materials or workmanship occurring during the warranty period, provided that:

  • the machine has been installed correctly (where applicable);

  • the machine has been used for its intended purpose; and

  • the machine has been cleaned and maintained in line with manufacturer guidance and our reasonable care requirements.

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23) What the warranty does NOT cover (fault must be the machine, not neglect/user error)

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Warranty cover applies only where the fault is due to the machine itself (materials/workmanship). It does not cover faults, damage or performance issues caused by or resulting from:

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23.1 Neglect, poor maintenance, or lack of cleaning

Including (without limitation):

  • limescale/scale damage or blockages caused by unsuitable water hardness and/or lack of appropriate filtration where recommended;

  • failure to carry out cleaning/backflushing/descaling as required;

  • milk system neglect leading to blockages, hygiene issues, or component failure;

  • use of unsuitable cleaning chemicals.

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23.2 User error, misuse, or incorrect operation

Including (without limitation):

  • incorrect settings, incorrect operation, or failure to follow operating instructions;

  • use outside intended environment (including commercial use of a domestic-only model);

  • running the machine without water, dry-running pumps, or incorrect plumbing connections;

  • use of incompatible consumables or third-party parts/accessories that cause damage.

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23.3 Installation/environment issues outside the machine

Including (without limitation):

  • power supply problems, inadequate electrical circuits, voltage irregularities;

  • water pressure issues, poor water quality, unsuitable plumbing/drainage;

  • external leaks not caused by a defect in materials/workmanship.

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23.4 Normal wear, consumables and cosmetic condition

Including (without limitation):

  • routine wear items and consumables such as seals, gaskets, filters, shower screens, burrs, cartridges and cleaning products;

  • normal cosmetic wear (especially on refurbished equipment) that does not materially affect function.

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23.5 Unauthorised repairs or modifications

Any repair, modification or servicing carried out by someone not authorised by us (or the manufacturer where applicable), or use of non-approved parts that cause or contribute to the fault.

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24) Warranty claim process

To claim under warranty, email sales@southerncoffee.co.uk with:

  • your name and order number/invoice,

  • machine make/model and (if available) serial number,

  • a clear description of the issue and when it started,

  • any error codes, and photos/videos where possible.

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We may require troubleshooting steps to confirm the cause. If the fault is covered, we will offer an appropriate remedy (parts supply/repair/return-to-base/replacement) depending on the situation.

If inspection shows the issue is not covered (for example scale, neglect, user error or installation issue), we will explain why and may offer a paid repair.

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PART F — SERVICES (CALLOUTS, REPAIRS, SERVICING, TRAINING, INSTALLATION)

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25) Call-out and labour rates (non-warranty / not covered)

Where an issue is found not to be covered by warranty (or where no warranty applies), our current rates are:

  • Call-outs from £80 (subject to location and scope)

  • Labour £60 per hour
    Parts are charged separately where applicable.

We will normally confirm estimated costs before proceeding with chargeable work.

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26) Appointments and site requirements

Where Services are booked:

  • appointment times are estimates and may change due to circumstances beyond our control;

  • you must provide safe access and a suitable working environment;

  • if we attend and cannot carry out work due to issues outside our control (e.g., no access, unsafe conditions, site not ready), we may charge an abortive visit fee.

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PART G — LIABILITY

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27) Liability (Consumers)

We do not exclude or limit liability where it would be unlawful to do so (including for death or personal injury caused by negligence, or fraud). For Consumers, we are responsible for foreseeable loss and damage caused by us.

28) Liability (Business Customers)

For Business Customers, to the fullest extent permitted by law:

  • we exclude liability for indirect or consequential losses, loss of profit, loss of revenue, and business interruption; and

  • our total liability is limited to the amount paid for the affected Goods/Services.

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PART H — GENERAL

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29) Events outside our control

We are not liable for delays or failure to perform caused by events outside our reasonable control (e.g., courier disruption, severe weather, supply issues).

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30) Complaints

If you have a complaint, contact us at sales@southerncoffee.co.uk and we will aim to resolve it promptly.

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31) Governing law

These Terms are governed by the laws of England and Wales and disputes will be subject to the courts of England and Wales (unless Consumer law provides otherwise).

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32) Changes to these Terms

We may update these Terms from time to time. The version published on the Website at the time you place an order will apply to that order.

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