Politique de remboursement

You have 14 days from the day your order arrives to tell us you want to send it back, and 14 more days to actually post it. You do not have to give a reason. This is your right under the Consumer Contracts Regulations 2013, and nothing below reduces it.

We pay the return postage

Not most of it. All of it. Email contact@cremalab.co.uk with your order number, we send you a prepaid label the same working day, and you drop the parcel off. Do not post anything back before you have that label: without it we cannot trace the parcel and we cannot refund what we never received.

That applies whether the part does not fit your machine, whether you changed your mind, or whether you simply do not get on with it.

What condition it has to be in

Used is fine. Pulling a few shots is exactly how you find out whether a portafilter suits you, and we are not going to punish you for it. What we cannot take back is an item that has been damaged, modified, or run through a dishwasher against the instructions on the product page.

Send the item back with whatever packaging you still have. A missing box does not void your refund.

When you get your money

We refund within 14 days of the returned item reaching us, and in practice within two working days. The money goes back to the card or account you paid with. We refund the full price you paid, including the standard delivery charge if you paid one.

If the item is faulty

You have 30 days to reject a faulty item outright and get all your money back, under the Consumer Rights Act 2015. After 30 days and within six months, we repair or replace it, and if that fails you can have a refund. Send us a photograph of the fault and we will not ask you to send anything back before we have looked at it.

If your parcel never turns up

Tell us once 20 working days have passed since you ordered. We do not open an investigation and leave you waiting on it: we refund you or send a replacement, whichever you prefer, and we chase the carrier ourselves afterwards.

The one thing we ask

Tell us your machine model before you order if you are unsure. We answer the same working day and it takes us thirty seconds. It saves you a return and it saves us a parcel, which is better for both of us.

Who you are dealing with

Crema Lab is a trading name of Quantum Consulting, registered in France under company number 982 259 038, with its registered office at 229 rue Saint-Honore, 75001 Paris, France. Write to us at contact@cremalab.co.uk and you will hear back within one working day, Monday to Friday.