Refund policy
Cafform — Refund and Return Policy
Version 1.8 — In effect since August 27, 2026
Scope
This policy applies to every coffee machine sold by Cafform, the trading name of ELKADRI & CO LTD, through cafform.com. All of our machines belong to a single group, Coffee machines, and ship as parcels by ground carrier. The terms below apply to every item in that group without exception.
We ship within the 48 contiguous United States and Washington, DC, and Canada. We do not ship to Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands, PO boxes, or APO/FPO/DPO addresses, and we cannot accept returns originating from destinations to which we do not ship.
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 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
A machine returned because you changed your mind must arrive:
- unused
- in its original packaging, including the internal packing materials
- with all accessories included — portafilter, baskets, tamper, water filter, manual and any other item that shipped in the box
These conditions apply only to change-of-mind returns. A machine that is faulty, damaged in transit, not as described, or was not the item you ordered is returnable whatever its condition, and the condition requirements above do not apply to it.
How to start a return
Coffee machines
Return authorisation is required before shipping anything back. To request it:
- Email support@cafform.com 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 the third-party returns facility while they are identified, which may delay your refund. If you have emailed us and not received a reply within our stated response time, email again or use the contact form at cafform.com/pages/contact — 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 at no cost to you. You pack the machine securely in its original box, attach the label, and hand it to the carrier or arrange a pickup according to the instructions we provide.
You do not need to arrange or pay for return transportation yourself. Cafform covers the return shipping cost for every eligible return under this policy, including change-of-mind returns.
Authorised returns are sent to the third-party fulfilment and returns facility designated by Cafform. Please do not send a parcel directly to that facility unless Cafform has first provided return authorisation and shipping instructions.
Return shipping fees
Coffee machines
Return shipping is free for every eligible return. Cafform provides and pays for the prepaid return shipping label. We do not deduct return shipping charges from your refund.
| Reason for return | Who pays for return shipping |
|---|---|
| You changed your mind | Cafform. No deduction. |
| The machine arrived defective | Cafform. No deduction. |
| The machine is not as described | Cafform. No deduction. |
| We shipped the wrong item | Cafform. No deduction. |
| The machine was damaged in transit | Cafform. No deduction. |
Restocking fees
Coffee machines
Cafform charges no restocking fee. There is no percentage, flat charge, or category-specific restocking fee. We also do not deduct the cost of the prepaid return shipping label from your refund.
Exclusions
Coffee machines
Nothing in our catalogue is categorically excluded from returns. We do not operate a final-sale or clearance category. A machine that has been used may still be returned if it is faulty, damaged in transit, not as described, or was not the item ordered. Change-of-mind returns must meet the unused condition described above.
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 separately from a change of mind: we pay for the return, there are no condition requirements, and no cost is deducted from your refund.
You are not required to inspect the parcel before signing for it. Ground carriers may leave parcels without a signature, so damage can be discovered after delivery, and discovering it after delivery does not by itself prevent you from making a 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 may need them to support a carrier claim.
A fault that appears later, beyond the 30-day return window, is handled under the Cafform Warranty described in our Terms of Service.
Refund timing
Coffee machines
We issue your refund within 5 business days of receiving the returned machine at our designated third-party returns facility and completing the return inspection. Inspection means opening the box and confirming the machine and its accessories are present and, for a change-of-mind return, that the return meets the condition requirements described above.
Business days means Monday to Friday, excluding holidays observed by our third-party fulfilment and returns partner. The time your bank or payment provider takes to post the refund to your account is additional and outside our control.
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 may already be committed to the carrier and we may be unable to recall it; at that point the order is handled as a return under the terms above rather than a cancellation.
To cancel, email support@cafform.com with your order number. Because labels are typically created within 1 to 2 business days of ordering, cancel as early as you can. If you email us to cancel before the label exists and we create it anyway, we treat it as a cancellation and refund you in full, including any return shipping cost.
Contact
All returns, cancellations and warranty claims start at support@cafform.com. Our full business details, support hours, response time and third-party fulfilment and returns facility information are available on our Contact Information page.