Please read these conditions carefully before using the XpressCoffeeuk.co.uk website. By using this website, or telephone, email or faxed orders you automatically agree to be bound by these terms and conditions.
Within these terms we have often replaced the words “Xpress Coffee Services Ltd” with our brand name “XpressCoffee” or “FuelledBy XpressCoffee”
Orders are shipped Free of charge to mainland Uk either by Courier for all machines and larger orders. Smaller items are sent by Royal mail within 24hrs of cleared payment being received(subject to stock). For orders outside mainland Uk, Ireland and some areas of Scotland please contact us for a quotation.
Tracking details can be provided (where applicable) on all Machines and larger orders and must be shipped to customers billing addresses unless agreed directly with Xpress Coffee. Where a customer has given a delivery address different to their billing or home address there may be delays in shipping.
Unless you have an account, payments on new orders must be received within 48hrs of purchase unless otherwise agreed in advance with Xpress Coffee.
Xpress Coffee reserve the right to charge up to 3% for credit cards. You will be notified at the time of payment if you are liable for the charge. If you request a refund and you have paid using a credit card then unless the refund is due to faulty items then you are liable to have this deucted from any refund.
All orders including Telephone, Online, Fax, and by Email are subject to these terms and conditions. It is the customers responsibility to check our terms and conditions before or at the time of placing an order with us. For any type of machine order we will usually send you confirmation of the order by email and would ask that you check the order and confirm back to us by email where we will take this as the order being confirmed and are then part of these Terms and Conditions.
Cancellations-Bespoke Orders & Pre-Used Machines
Please note that customers are liable to a cancellation/admin fee of up to 50% on any Commercial, Pre-Used, or bespoke orders that are then changed, cancelled, or returned unless faulty. Coffee machine orders require full payment in advance before we will place the order or start work on the machine though often we will preorder on the basis of a order confirmed email. Please note that if the machines are ordered bespoke for a customer they may differ to any pictures/specifications that we send over and information we send over must be used as a guide. Lead times can vary especailly on New or Bespoke Machines so we have very little control when the machines are being made to order so all delivery/installation dates are always approximate. We would usually confirm the order by email to again confirm the details of the order. We would ask that if the customer is not happy with any of the details that the customer let us know within 24hrs and before we have incurred any costs especially on bespoke orders or orders that are to then be paid for via lease, finance company, separate department or any other third party.
Xpress Coffee take great care to ensure all products are complete and correct before shipping to our customers. Damaged or incorrect items may be refunded if the unused item is returned as soon as possible following the procedure above. We will then look to exchange or refund the value of the item. (Also see General Returns)
Please then return the product ensuring that it has been packaged correctly as we cannot be held responsible for damaged items caused due to a lack of care when shipping back to us or the warranty company. We cannot issue a refund if the customer is returning the product due to any other reason other than fault or in accordance with distance selling regulations. We will happily send the item back to the manufacture and will take their opinion as to whether there is a fault with the particular product.(Your Statutory rights are not affected)
Xpress Coffee Machine Packages
If you purchase one of our Coffee Machine, service and warranty packages it is part of the agreement that you purchase all your coffee and accessories through us for the period of the service contract and warranty. Please be aware that this is a combined package based on customers purchasing one of our Xpress coffee blends’s and accessories. Failure to adhere to this will invalidate any warranty or service contract.
Optional Yearly or Extended Service/Warranty Contracts
If you choose our optional yearly service contract with your new machine you will automatically become one of our Priority Service Customers. Our in house service company “Xpress Service” will service your machine based on the manufactures capacity, guidelines and suggested service intervals. Our optional yearly service contract is based on customers purchasing our Xpress Coffee blends and all Cleaning Products & General Accessories from www.xpresscoffeeuk.co.uk including any Water Filters (where fitted). Coffee must be purchased on a consistent monthly or at least a bi-monthly basis in accordance with the machines capacity and can be verified against the machine audit counters.
Purchased Service Contracts
XpressCoffee has its own servicing company “Xpress Service” which has its own Full Time engineer(s) who specializes various types of machines including in Jura, Franke, Gaggia, WMF, Solis, Neva, N&W and is trained on traditional machines. We also have a network of AIEE engineers giving further coverage to the majority of the Uk. When purchasing a Service contract it is based on the manufactures capacity, guidelines and suggested 12months service intervals. Xpress Coffee – Xpress Service will happily work out bespoke service contracts to your requirements. Please contact us for details on their number of 0845 8802 393.
Xpress Coffee Drop In Service Centre
Customers can arrange to drop off their coffee machines into our Service Centre where we can either repair of service your machines to be collected later on sometimes even the same day. It is the customers responsibility to send the machine in and arrange collection. Though we may at time to time help arrange or recommend a courier on behalf of a customer Xpress Coffee Services Ltd accept no responsibility for damage or missing machines. Any customer sending their machine into us must be sent it in the original or suitable packaging to avoid damage in transit. If we do arrange a courier and we feel that the customer packaging is not suitable then we reserve the right to repackage the machine up correctly and then charge the customer for our packaging before we ship the machine. Please contact us first for information before dropping any machine off. If machines are not collected within six months then we reserve the right to dispose of the machine.
If as part of a package you have received a Free service or extended warranty then this is based on the manufacturers guide lines and it would be up to the customer to arrange for the machine to be either dropped off or sent into our Xpress Service Centre in the original box as we can take no responsibility for any damage caused in transit. On Domestic machines this will usually include a basic service free of charge including basic parts used. If further work/parts are needed the customer will be contacted before the work is carried out. As a guide services are generally due (depending on usage) around the time the basic manufacturers warranties expire. This is based on customers purchasing our Xpress Coffee blends & all your Cleaning Products & General Accessories from www.xpresscoffeeuk.co.uk including any Water Filters (where fitted). Our Xpress Coffee must be purchased on a consistent monthly or at least a bi-monthly basis in accordance with the machines capacity.
Warranty – New Machines
Unless specified all new Commercial machines come with a 12 months parts and labour warranty.As with all warranties there are certain requirements that must be adhered to by the customer as per instructions/manual as cleaning related issues are not covered by warranty. All of our Warranties include all mechanical and electrical breakdowns unless the breakdown is deemed to be caused by mis-use, cleaning, or scale. Customers are required to have a water filter fitted and kept up to date. All Domestic machines come with a 2year back to base warranty held by the manufacturer unless specified. Domestic customers should ring us in the first instance and we will contact the manufacturer on your behalf.
Generally Commercial machines are an on site warranty though there are times where we have no choice but to have the machine brought back to base. Please feel free to contact us and clarify. Our service department will need to take a payment in advance to book the call out which will then be refunded if it is deemed to be a rranty related
issue. Customers need to be able demonstrate they have purchased the recommended maintenance and cleaning products from us as per the manufacturers guide lines. This includes the descaling of machines and ensuring any fitted water filters are kept up to date. Though our Service department will do its up most to contact the customer in time for servicing it is ultimately the customers responsibility to ensure that we have been called to service the machines or change water filters as required.
Warranty – Pre-Used/Demo Machines
Any of our ex demo, reconditioned, or second hand machines come with a standard 3month back to base warranty.Though we may arrange collection of your machine and where possible provide a loan machine if the breakdown is deemed not a warranty issue the customer is liable to be charged for any courier costs and a daily rate of £10 per day on any loan machine.
If a customer chooses one our Pre-Used Coffee Machine Packages at the time of ordering and can demonstrate that they have purchased their monthly Coffee and accessories from us this can be upgraded to a 6month back to base warranty. Please ask about this at the time of ordering.
Pre-Used Machines With Steam Boilers
It is the customers responsibility to check with their own liability insurance company that the coffee machine they have purchased comply with the PSSR government regulations and/or any PAT testing required within their premises. Boiler inspections must be carried out every 12-14 months by a competent engineer and then signed off by a certified inspector. Though we recondition our machines often with new boilers or safety valves it is still up to the customer to verify with their insurance company and then keep their inspections/certification valid and current.
Please see the link below or contact our service team for more information.
Call Outs/Repairs/Service Call
Customers that have not got a current service or coffee contract must be paid for in advance unless there is an agreed credit account in place. If a call out has been placed with us unless it has been cancelled withing 48 hours (Mon-Fri) and we have accepted the cancellation with a Directors signature the charge will still occur. On occasion we may issue a credit note but this may only be agreed by the MD . If our engineer attends site to find it has been cancelled and the customer has not followed this system the customer will automatically be charged £165+Vat for the wasted time and fuel.
Extended 12 month Warranty
Our extended warranties are provided by XpressCoffee. Our warranties do not include damaged to equipment, or any breakdowns resulting from mis-use or lack of cleaning. Our warranty is based on customers maintaining their machines with the end of night cleaning and descaling when required. Our contracts are also based on our customers also purchasing their water filters from us as well as one of our XpressCoffee blends and buying the correct cleaning accessories, and other products from us.
We strongly advise our customers to have regular boiler safety inspections in line with their insurance and machine guide lines. Machines with any type of boiler and then used in commercial environments need to be checked and tested on a yearly basis. Any machine put into commercial premises that is fitted with a boiler should be tested under this Health and safety guideline. It is up to the individual to ensure that they have complied with.
Domestic orders will only be refunded or exchanged if you have notified us within 7 working days starting the day after receipt. The item is not on a FREE trial the 7day cooling off period is to allow you to inspect the goods. We cannot accept back food products or opened water filters unless faulty or incorrect goods were shipped by us. Website pictures may change from time to time so unless the item has not been faulty we reserve the right to charge the customer against any financial loss if the item cannot be sold as a new.
Customers have a duty of care when returning the goods and the packaging in their possession and we would ask that items are returned ‘with’ original packaging where ever possible.
Any extra items given as part of the order that are not returned will be charged at at full RRP.
It is up to the customer to arrange and pay for any products to be returned if the item is not faulty or incorrect, though we can arrange this and charge customer a £25 collection fee. A handling/administration charge may also be charged in some instances. For Any Bespoke orders please refer to our Orders section above regarding deposits and any restocking fees.
Refunds will usually be issued against the original payment method used.Please note that we cannot accept returns on any Food Products including Coffee, syrups, etc.
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All service jobs must be paid for before we can release machines. The shipping is at the cost and responsiblity of the customer and we would advise that it is well packed and insured against any damage in transit. We reserve the right that any machines not paid in full within 14days can be sold off to help recoupe any outstanding costs.
Service & Hygiene Contracts
In general unless it has been agreed in writing separately at the time of ordering we only provide servicing for our XpressCoffee customers. Our contracts are subsidized by customers purchasing our Xpress Coffee blends and other products from us so all of our Service contracts, extended warranties, service, maintenance or hygiene contracts are based on customers purchasing all of their products from us including one of our Xpress Coffee blends, as well as recommended cleaning accessories and water filtration products from us if this ceases then the contract become void. Using the correct cleaning materials is vital and WILL effect your warranty.
If you apply to be part of our customer reviews and are therefore sent any FREE products whether it be Coffee or General Coffee Accessories you would be expected to send us a review within 14 days of you receiving the product sent to you. By sending us a review you agree that you lose any rights over the review or any part of its contents. The review will then become the property of Xpress Coffee to be used or not used either Xpress Coffee Services Ltd web sites or relevant review sites as we deem appropriate. Where customers have sent us general reviews the Xpress Coffee hold the right to the review and we reserve the right to publish them on our own web sites, advertising or other review web sites as we see fit.
If you use the website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if your password is being, or is likely to be, used in an unauthorised manner.
Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering.
XpressCoffee reserves the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.
License for website access
XpressCoffee grants you a limited license to access and make personal use of this website, but not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Xpress Coffee Services Ltd. or our Xpress Group of web sites including Xpresscoffeeuk.co.uk, or Xpresskitchenware.co.uk. or EspressoShack.co.uk This website or any portion of this website may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent.
All content included on the website, such as text, graphics, logos, button icons, images and software its affiliates or its content suppliers and is protected by United Kingdom and international copyright and database right laws. The compilation of all content on this website is the exclusive property of Xpress Coffee Services Ltd and its affiliates and is protected by United Kingdom and international copyright and database right laws. All software used on this website is the property of XpressCoffee our affiliates or our software suppliers and is protected by United Kingdom and international copyright laws.
You may not extract or re-utilize parts of the contents of the website without XpressCoffeeuk.co.uk or our Xpress group of websites including Xpresskitchenware.co.uk express written consent. In particular, you may not utilize any data mining, robots, or similar data gathering and extraction tools to extract (either once or many times) for re-utilization of any substantial parts of this website, without XpressCoffee express written consent.
www.XpressCoffeeuk.co.uk, Xpress Coffee, Xpress Coffee Uk, FuelledBy XpressCoffee, and Xpress Service are trademarks owned by XpressCoffee, as well as logos or other marks indicated on our website are trademarks or registered trademarks of our umbrella Xpress Coffee Services Ltd, and our Xpress Group of companies graphics, logos, XpressCoffeeUk.co.uk page headers, scripts and service names are the trademarks or trade dress of Xpress Coffee Services Ltd and may not be used in connection with any product or service that is not XpressCoffee’s, in any manner that is likely to cause confusion among customers. This also includes any of our Xpress Coffee and FuelledBy XpressCoffee branding.
Xpress Coffee Brand
Xpress Coffee Services Ltd has its own XpressCoffee and FuelledBy XpressCoffee brand of products including various Coffee related items and items such as Kitchen Ware, Espresso Cups, Cappuccino Cups, Latte Mugs, Sugar Sticks, Chocolates as well as our own Fairtrade blend of Coffee Beans and Ground Coffee. These may not be used in connection with any product or service that is not part of XpressCoffee’s, or Xpresskitchenware’s in any manner that is likely to cause confusion among customers. The Xpress Coffee brand is only available from Xpresscoffeeuk.co.uk, EspressoShack, or Xpresskitchenware.co.uk.
When you place an order to purchase a product from Xpresscoffeeuk.co.uk, or XpressKitchenWare.co.uk you are entering into a contract with XpressCoffee. You will be sent an email from one of the above web sites confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we dispatch that product to you and is confirmed by an email we send to you confirming that we have dispatched. That acceptance will be complete at the time we send the Dispatch Confirmation Email to you. You are seeking to enter into a contract with XpressCoffee when you place an order. XpressCoffee will not enter into or agree any orders or contracts by fax or email and only a company director can authorise any agreement or contract this includes agreeing free extras, price match’s or entering into any type of agreement/contract with any company on behalf of XpressCoffee or our relating web sites.
All our prices are inclusive of V.A.T (where applicable) Coffee, Syrups, and some other products are not subject to Vat. As stated below where we may state “Free” extras these extras are included within the package price of the item. In some cases the package price includes Vatable items and non- Vatable items such as Coffee, Syrups,Toppings etc.
Our Vat number can be found along with the rest of our registered company details at the bottom of each page.
V.A,T. From Other EU Countries
If you can send us a EU Vat number and details that we can check and we can show the item was delivered to that vat reg address there will be no Vat charged only any extra shipping costs.
Pricing, and availability
Beyond what we say on the website please note that our estimate of dispatch and shipping times are just that. They are not guaranteed dispatch or shipping times and should not be relied upon as such. As we process your order, we will inform you by email if any products you order are unavailable. Despite our best efforts, a small number of the hundreds of products in our catalogue can be priced incorrectly. If a product’s correct price is lower than our stated price, we charge the lower amount and send you the product. If a product’s correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cancellation.
From time to time we run various competitions. Where we state “Free Coffee” this is for domestic customers to enter only and will be the equivalent to a maximum of 3kg of Coffee per month during the stated period. Where the prize is a particular coffee machine XpressCoffee reserve the right to swap or replace the stated machine for another at a similar value depending on availability. Where the prize are VIP tickets to a stated event the tickets are not transferable. Draws for these prizes will be done by one of the directors within 7days of the end of the competition and the winner notified within 14days.
Free Extras & Telephone Support
Where we may advertise “Free” extras with selected products theses products form part of a package price. If an product is returned any “Free” items must be included or they will be charged at full RRP including any shipping fee’s as if purchased individually. Where we use the term “Life” in regards to the telephone support service or on occasions a Free extra “Life” will equal the expected time we would expect customers to keep any machine,product or the expected time we would expect a customer to keep their machine. This support service is only offered from new and is not transferable if the machine changes ownership. This support is also based on the customer purchasing any further maintenance accessories from us. Where we offer Cleaning products for “Life” this is based on a the product being used for a Domestic purpose and as per the machine user and cleaning guidelines. When use the term “Life” in relation to Free extras we would expect them to last a minimum period of 5 years.
7 Day Back Up & Support
Our 7day support service is only available to our Coffee or Service contract customers though we will always try to help support any of our customers.
XpressCoffee are generally available 7days a week excluding bank holidays and offer a 7day telephone/email back up on most of our bean to cup and commercial products purchased from us. Though we recommend that customers try us by telephone and email in the first instance you can also find us on the likes of Twitter or Skype. There will no doubt be times when we are extremely busy where you may not be able to get through by telephone so email is quite often quickest way and we aim to reply within 4 working hours. Though opening times may vary during seasonal periods we will do our up most to reply to any urgent emails as quickly as possible. Our engineers generally work Monday to Friday excluding bank holidays so to help our customers we set up our Help & Advice Centre which has instruction manuals/Podcasts & general tips on setting up and using your Coffee Machine. Because of the number of customers we deal with we operate a “Fair User” policy to ensure that we can spend time with all of our customers when they need help and advice. We would ask customers to try the Help & Advice Centre first and if they still need our help then please contact us.
If you cannot reach us by telephone please first try our Virtual Support www.xpresscoffeeuk.co.uk/virtual-support/ or email us directly email@example.com
You can also contact us by Twitter @XpressCoffee, or Facebook – www.facebook.com/xpresscoffee
Domestic or Commercial Use
Customers should be aware that unless stated machines come with a domestic warranty.
Though some of our smaller machines are ideal in size for small offices If any machine or product is used in any location other than the home it would be deemed as Commercial. If a machine or product is purchased and used in a commercial environment unless the appropriate warranty is taken out the manufacturers domestic warranty may be invalid. Though some brands like the Jura range are designed to cope with more than a few coffee’s per day they still come with a domestic warranty though Jura do offer the possibility of upgrading the domestic warranty to a Commercial warranty for an extra charge. We would recommend customers contact our sales team for clarification.
When you visit XpressCoffeeUk.co.uk, XpressKitchenWare.co.uk or send emails to us, or use our new “Live Chat” facility you are communicating with us electronically. We communicate with you by email or by posting notices on the website. For contractual purposes, you consent to receive communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.
Alteration of Service or Amendments to the Conditions
We reserve the right to make changes to our website, policies, and these Conditions of Use & Sale at any time. You will be subject to the policies and Conditions of Conditions of Use & Sale in force at the time that you use the website or that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.
Xpress Coffee Green Policy
XpressCoffee are committed to leading the industry in minimising the impact of its activities on the environment. Our policy, though within cost restrictions is to recondition and repair as many parts for re-use as possible to reduce just changing parts sometimes without actually diagnosing the true fault or problem. This helps with our work with the W.E.E.EDirective in the amount we have to dispose of. The key points of its strategy to achieve this are:
1) Minimise waste by evaluating operations and ensuring they are as efficient as possible.
2) Minimise toxic emissions through the selection and use of its fleet and the source of its power requirement.
3) Actively promote recycling both internally and amongst its customers and suppliers.
Source and promote a product range to minimize the environmental impact of both production and distribution.
4) Meet or exceed all the environmental legislation that relates to the Company.
Use an accredited program to offset the greenhouse gas emissions generated by our activities.
5) Promote the re-use and recycle ground coffee as a possible compost.
6) We also have a policy of re-using as many cardboard boxes as possible to reduce waste.
At Xpress Coffee we support recycling and the the Waste Electrical and Electronic Equipment Directive (WEEE Directive) which aims to minimise the impact of electrical and electronic goods on the environment, by increasing re-use and recycling and reducing the amount of WEEE going to landfill. W.E.E.E, seeks to achieve this by making producers responsible for the collection, treatment, and recovery of waste electrical equipment, and by obliging distributors to allow consumers to return their waste equipment free of charge. under the WEE directive we can arrange to dispose of your old Coffee Machine which we will also keep a record of.
XpressCoffee is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us. Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item. Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
By agreeing to these terms you agree to allow us the right to hold/pass on any suspected fraudulent orders on to the relevant authorities and to other retailers to help combat fraud. We guarantee not to pass any customer information onto any third party for a sales/commercial purpose other than Xpress Coffee Services Ltd.
Email Term And Conditions
Any email sent from XpressCoffee is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received an email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received an email in error, please contact the sender immediately.
No legally binding agreements can be entered into either as an individual or on behalf of XpressCoffee via email. Further confirmation must be received in writing with a signature from an XpressCoffee director either by fax or by post.
These conditions are governed by and have been constructed in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts.Your statutory rights are not affected by these terms and conditions.