Returns and Refunds Policy

Bella Barista Returns & Refunds Policy

This policy applies to purchases made directly from Bella Barista at bellabarista.co.uk. It is in addition to your statutory rights under UK consumer law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013).

1. Change of Mind (Cancellations & Returns)

You have 14 calendar days from delivery to cancel and return your order, even if opened (for inspection only).
After notifying us, you have an additional 14 days to send the item back.
Items must be in ‘as new’ condition with original packaging, accessories and any free gifts.
After 14 days, we may accept returns up to 21 days provided the item is unopened and sealed.
Start your return via our portal: Start a return (order number + email/phone).
Return shipping is your responsibility unless the item is faulty or damaged on delivery.
Refunds include the product price + basic standard delivery charge (where applicable).
Refunds are issued to your original payment method within 3–10 working days after we receive and inspect the item.

Restocking deductions: We may apply a deduction (up to 20%) if the item has been handled beyond what is reasonable to examine it (i.e., more than would be permitted in a physical shop), or if it’s returned incomplete or damaged.

2. Faulty Products

Within 30 days of delivery: choose a full refund, repair, or replacement.
Between 30 days and 6 months: we’ll repair under warranty. If repair isn’t successful within a reasonable timeframe, you can choose a replacement or full refund.
After 6 months: coffee machines and grinders are covered under our warranty (see section 5 for details of UK and International coverage).
If you believe your item is faulty, please contact our Service Centre at support@bellabarista.co.uk. Our team will guide you through remote troubleshooting before arranging a return if needed.
Start via the portal: Start a return, or contact our support team.
For UK orders, return postage for confirmed faulty items will be refunded. Under warranty, customers cover the cost of shipping to our service centre, and Bella Barista covers the return courier back to you.

3. Damaged on Delivery

Please notify us within 48 hours of receipt if your order arrives damaged.
We’ll arrange a free collection and either replace the item or issue a full refund (including delivery costs).
Refunds are processed within 3–10 working days after we receive the damaged item.

4. Equipment & Large Items

Initiate returns via the portal: Start a return.
For machines and grinders, include the serial number and state if it’s a return, repair, warranty or service request.
Restocking deductions (up to 20%) may apply where items have been used beyond reasonable inspection or returned incomplete.

5. Coffee Machines & Grinders

Unwanted Returns (within 30 days): - Machines and grinders can be returned within 30 days under our change of mind policy. - Items must be unused, in their original packaging, and in a resalable condition. - Return shipping is at the customer’s expense. - Please initiate through our standard returns process here: Returns Information.
Faulty Machines or Grinders: - If you believe your machine or grinder is faulty, please contact our Service Centre first at support@bellabarista.co.uk. - We will assist you with remote troubleshooting. - If a manufacturer’s fault is suspected, the machine must be returned to our service centre for a bench test. - Based on findings, we will offer a refund, replacement, or repair in line with UK consumer law. - For UK warranty claims, you cover the cost of shipping to us, and Bella Barista covers the return courier back to you. - For International warranty claims, customers cover all shipping costs.
Warranty Coverage: - UK Domestic Orders: All machines and grinders include a 2-year back-to-base warranty, covering parts and labour. - International Orders: A 12-month parts-only warranty applies. Labour and shipping costs are not included. - Repairs are typically completed within 30 business days. - Warranty claims must be initiated via your Bella Barista account (“My Returns”), or by contacting our service team directly at support@bellabarista.co.uk. A Repair Number (RN) must be obtained before shipping your machine. Items sent without an RN may be refused.
Warranty Exclusions: - The warranty does not cover limescale damage, misuse, neglect, or commercial use. - Normal wear-and-tear items such as gaskets and burrs are excluded. - To keep your warranty valid, machines must be descaled and maintained according to the manufacturer’s instructions.

6. Refund Method

Refunds are made to the original payment method.
If you paid with a combination of gift card and card, refunds are made proportionally to each method.

7. Your Statutory Rights

Nothing in this policy affects your legal rights.

For any questions, please contact us. You can also reach our Service Centre directly at support@bellabarista.co.uk. This page was last updated on 9 September 2025.