Refund policy
Cafform — Refund and Return Policy
Version 1.0 — In effect since August 18, 2026
Scope
This policy applies to every coffee machine sold by Cafform, the trading name of Caffora Limited, through cafform.shop. All of our machines belong to a single group, Coffee machines, and ship as parcels by ground/parcel carrier. The terms below apply to every item in that group without exception.
We ship to addresses within the United States (all 50 states and Washington, DC) and Canada (all provinces and territories). Because our machines ship as large parcels, we cannot deliver to PO boxes or to APO/FPO/DPO military addresses, and we cannot accept returns originating from those destinations.
Return window
Coffee machines
You may request a return within 30 calendar days of the date your machine is delivered. Delivery date means the date the carrier records the parcel as delivered to your address. Requests made after day 30 fall outside this policy, though a fault may still be covered by the Cafform Limited Warranty described in our Terms of Service.
Eligibility
Coffee machines
To be eligible for a return you need the order number from your confirmation email, and you must contact us within the 30-day window. Proof of purchase is the order itself; we look it up on our side, so you do not need to supply a receipt.
Returns must be authorised before you send anything back. See How to start a return below.
Product condition
Coffee machines
Unlike many retailers, we do not require a machine to be unused to qualify for a change-of-mind return. You are welcome to open the box, set the machine up and try it. To be eligible for a change-of-mind return, the machine must be:
- returned complete, with every accessory it shipped with — portafilter, baskets, tamper, water filter, manual and any other item included in the box
- in working order and free of damage caused by misuse
We recommend returning it in the original packaging where possible, to protect it in transit, but this is not a condition of eligibility.
A machine that is faulty, damaged in transit, not as described, or was not the item you ordered is returnable whatever its condition, and none of the above applies to it.
How to start a return
Coffee machines
Return authorisation is required before shipping anything back to us. To request it:
- Email support@cafform.shop with your order number, the machine you are returning, and the reason.
- If the return is because of damage, a fault, or a wrong item, attach photographs — see Damaged, defective, or not as described below.
- We reply within 24 hours during our support hours, Monday to Friday, 9:00 to 17:00 Eastern Time, with a return authorisation number and instructions.
Machines sent back without a return authorisation may be delayed at our returns facility while we identify them, which delays your refund. If you have emailed us and not received a reply within our stated response time, email again — a missing reply from us is never a reason for you to lose your right to return.
Return methods
Coffee machines
Once your return is authorised we email you a prepaid return shipping label. You pack the machine, attach the label, and hand it to the carrier or arrange a pickup. You do not need to arrange or pay for the carrier yourself in any case.
Return shipping fees
Coffee machines
Cafform pays for return shipping in every case, whatever the reason for the return — change of mind, fault, damage in transit, wrong item, or a machine not as described. Nothing is ever deducted from your refund for return shipping.
Restocking fees
Coffee machines
Cafform charges no restocking fee. There is no percentage, no flat charge, and no category of product to which one applies.
Exclusions
Coffee machines
Nothing in our catalogue is categorically excluded from returns. We do not operate a final-sale or clearance category.
Damaged, defective, or not as described
Coffee machines
If your machine arrives damaged, arrives faulty, is not the item you ordered, or does not match its description, contact us as soon as you notice. This is handled the same way as any other return: we pay for the return, and no cost is deducted from your refund.
You are not required to inspect the parcel before signing for it. Ground/parcel carriers usually leave parcels without a signature, so damage is normally discovered after delivery, and discovering it late does not weaken your claim.
Photographs are required for damage claims. Please send us:
- the outer shipping box, from all sides, including any crushing, tears or punctures
- the packing materials inside the box, in place if possible
- the machine itself, showing the damage
Please keep the box and packing materials until the claim is resolved. We need them to file with the carrier, and disposing of them early can prevent that claim succeeding.
A fault that appears later, beyond the 30-day return window, is handled under the Cafform Limited Warranty described in our Terms of Service.
Refund timing
Coffee machines
We issue your refund within 5 business days of receiving the returned machine and inspecting it. Inspection means opening the box and confirming the machine and its accessories are present and that the machine is complete and in working condition.
Business days means Monday to Friday, excluding US federal holidays and Canadian statutory holidays. The time your bank takes to post the refund to your account is additional and outside our control — most card issuers take a further 3 to 10 days.
If we decline a return after inspection, we tell you why in writing and return the machine to you at our cost.
Refund method
Refunds are issued to the original payment method used for the order. We do not issue store credit in place of a refund, and we do not offer exchanges — if you want a different machine, request a refund and place a new order.
Charges from Cafform appear on your statement as SP CAFFORM. Refunds appear against the same descriptor.
Cancelling before shipment
Coffee machines
You can cancel an order at no cost any time before we create the shipping label. Once the label is created the parcel is committed to the carrier and we cannot recall it; at that point the order becomes a return under the terms above rather than a cancellation.
To cancel, email support@cafform.shop with your order number. Because labels are typically created within 1 to 2 business days of ordering, cancel as early as you can.
Contact
All returns, cancellations and warranty claims start at support@cafform.shop. Our full business details, support hours, response time and returns address are on our Contact Information page.