Delivery & Returns
Order Confirmation
When you place an order, your payment may initially be authorized while we confirm product availability with the relevant supplier.
Once availability has been confirmed, we will process your payment and arrange fulfillment. If the product is unavailable, on back order or subject to an unexpected delay, we will contact you as soon as possible to explain the available options.
Where appropriate, any payment authorization will be released or a refund will be arranged.
Delivery
Delivery terms vary by product.
Where free delivery is specifically stated on the relevant product page, it applies to eligible United Kingdom addresses.
For products where delivery is charged separately, the cost will be shown on the product page or confirmed with you before fulfilment.
Estimated delivery is normally within 3–14 working days. Delivery times vary depending on the product, supplier availability, delivery location, installation requirements and whether the item is made to order or specially configured.
We will provide or confirm the expected delivery time-frame once product availability has been checked. Tracking information or delivery-arrangement details will be provided when available.
Some commercial machines may require a pre-arranged delivery date, specialist transport, installation or commissioning. Any product-specific delivery or installation arrangements will be shown on the relevant product page or confirmed with you before fulfilment.
Customers must ensure that the delivery address has suitable access for the size and weight of the product. Please tell us before dispatch about stairs, restricted entrances, parking limitations or any other access issues.
Additional costs reasonably incurred because of failed delivery, restricted access, an incorrect address or inaccurate information supplied by the customer may be charged to the customer.
Damaged, Faulty, Incomplete or Incorrect Goods
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives damaged, faulty, incomplete or different from what you ordered, contact us promptly at info@thebrewatelier.com.
Please include:
1.) your name and order number
2.) a description of the issue;
3.) clear photographs or video where appropriate and
4.) photographs of the packaging if the item appears to have been damaged in transit.
Please do not arrange or send a return before contacting us.
Where goods are faulty, damaged or supplied incorrectly, we will explain the appropriate remedy. Where required, we will arrange collection or reimburse reasonable return costs.
Your statutory rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods are not affected by this policy.
Consumer Cancellations and Change-of-Mind Returns
This section applies to consumers purchasing wholly or mainly outside their trade, business, craft or profession.
For most products purchased online, you may cancel your order from the date the order is placed until 14 days after the day on which the goods are delivered.
To exercise your right to cancel, email info@thebrewatelier.com with:
1.) your name
2.) your order number and
3.) a clear statement that you wish to cancel the order.
After notifying us of your cancellation, you must return the goods within 14 days, unless we have agreed to arrange collection.
Please contact us before sending any goods back. We will provide the correct return address and any product-specific return instructions. Goods must not be returned to our registered office unless we expressly confirm this in writing.
Condition of Change-of-Mind Returns
Returned goods should include all components, accessories, manuals and original packaging where reasonably possible.
You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you might reasonably inspect it in a shop.
We may make a reasonable deduction from the refund where the value of the goods has been reduced because they have been:
1.) handled beyond what is reasonably necessary
2.) used
3.) installed or commissioned
4.) damaged
5.) returned incomplete or
6.) returned without important packaging, accessories or components.
Any deduction will reflect the actual reduction in value and will not be imposed as a general restocking charge.
Change-of-Mind Return Costs
The customer is responsible for the direct cost of returning goods following a change-of-mind cancellation, unless we agree otherwise.
Many of our products are large, heavy, high-value or require specialist transport. Return costs may therefore be substantial.
The required return method, collection arrangements and return destination may vary according to the product and the relevant supplier’s authorized returns process. Please contact us before arranging a return so that we can provide the correct instructions.
If we offer to arrange collection on your behalf, the reasonable collection cost may be deducted from your refund where legally permitted. We will tell you the expected collection cost before arranging it.
We do not impose a general restocking or administration fee on an eligible statutory consumer cancellation.
However, supplier restocking, administration, collection or return charges may apply in circumstances that fall outside statutory consumer cancellation rights, including where legally permitted for:
1.) business-to-business purchases
2.) returns requested after the statutory cancellation period
3.) products returned under a discretionary supplier return arrangement
4.) non-cancellable special-order or bespoke products
5.) customized or specially configured products or
6.) other returns expressly agreed under separate terms.
Where such charges may apply, they will be communicated to you before the relevant return is accepted or, where required, agreed before purchase.
Products That May Not Be Eligible for Change-of-Mind Cancellation
The statutory right to cancel may not apply to goods made to your specifications or clearly personalized for you.
This may include certain:
1.) bespoke colors or finishes
2.) custom-built machines;
3.) specially manufactured products;
4.) personalized items;
5.) non-standard factory configurations; or
6.) products altered specifically to meet your requirements.
A product will not be treated as bespoke or personalized merely because it was ordered from a supplier rather than held in our own stock.
Installation alone does not automatically remove statutory cancellation rights. However, a deduction may be made where installation, use, damage or handling beyond what was reasonably necessary has reduced the product’s value.
Faulty, damaged, misdescribed or incorrectly supplied products remain covered by your legal rights.
Refunds
Approved refunds will be issued to the original payment method.
For change-of-mind cancellations, we may withhold the refund until:
1.) we have received the returned goods or
2.) you provide satisfactory evidence that the goods have been sent back,
whichever occurs first.
Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or acceptable evidence of return.
Where an outbound standard delivery charge was paid, it will be refunded where required by law. Additional delivery costs resulting from a customer choosing a more expensive delivery method will not be refunded beyond the cost of standard delivery.
Banks and payment providers may require additional time to show the refund in your account after we have processed it.
Cancellations Before Dispatch
Please contact us as soon as possible if you wish to cancel an order before dispatch.
Where the order qualifies for statutory consumer cancellation rights, no general cancellation, restocking or administration fee will be charged.
For business purchases, bespoke products, personalized products, specially manufactured goods or other orders outside statutory consumer cancellation rights, supplier cancellation or administration charges may apply where legally permitted and where the relevant terms were agreed.
Business Purchases
The statutory consumer cancellation rights described above apply only to consumers purchasing wholly or mainly outside their trade, business, craft or profession.
Business-to-business purchases do not automatically benefit from the same change-of-mind cancellation rights.
Business orders may be subject to separate supplier, cancellation, collection, restocking and return terms. Any applicable terms will be communicated before the order is accepted or as part of an agreed quotation, pro forma invoice, order confirmation or contract.
Nothing in this section limits any rights a business customer may have in relation to faulty, damaged, misdescribed or incorrectly supplied goods.
Our Commitment
At The Brew Atelier, we work with established manufacturers, authorized suppliers and specialist logistics providers to support a safe and efficient delivery experience.
We aim to communicate clearly throughout the order, delivery and returns process and to resolve any concerns fairly and promptly.
Contact Us
For assistance with a delivery, cancellation, return or refund, contact:
Email: info@thebrewatelier.com
Telephone: +44 20 3051 6398
Business name: SVK Retail Ltd trading as The Brew Atelier
Company number: 17031646
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Your Legal Rights
Nothing in this Delivery & Returns Policy limits or excludes any statutory rights that cannot legally be limited or excluded.