Returns Policy

1. Your Right to Return

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is known as your "cooling-off period."

At Bradwaltonphoto, we extend this period to 30 days for your convenience, allowing you more time to ensure you're completely satisfied with your purchase.

2. Conditions for Returns

To be eligible for a return, items must meet the following conditions:

• Items must be unused and in the same condition as received
• Items must be in their original packaging
• All accessories, certificates, and documentation must be included
• Espresso machines must not have been descaled or modified
• Grinders must show no signs of use or coffee residue
• Ceramic and glass items must be free from chips or damage

3. Non-Returnable Items

The following items cannot be returned:

• Custom-made or personalized items
• Limited edition pieces from exclusive collections
• Items that have been used or show signs of wear
• Items without original packaging or documentation
• Gift vouchers and masterclass bookings

4. How to Initiate a Return

To start a return, please follow these steps:

• Contact our customer service team at [email protected]
• Provide your order number and reason for return
• We will send you a Return Authorization Number (RAN)
• Pack the item securely in its original packaging
• Include the RAN and all original documentation
• Ship the item to our returns address

5. Return Shipping

5.1 UK Returns

For returns within the UK:

• We provide a prepaid return label for items over £200
• For items under £200, return shipping costs are the customer's responsibility
• We recommend using tracked and insured shipping

5.2 International Returns

For international returns:

• Customers are responsible for return shipping costs
• Items must be declared accurately for customs
• We recommend using tracked and insured international shipping

6. Refund Process

Once we receive and inspect your return:

• We will send you an email confirming receipt
• Inspection typically takes 2-3 business days
• If approved, refunds are processed within 5 business days
• Refunds are issued to the original payment method
• Original shipping costs are non-refundable (unless the item was faulty)

7. Damaged or Faulty Items

If you receive a damaged or faulty item:

• Contact us immediately at [email protected]
• Provide photos of the damage or defect
• We will arrange collection at no cost to you
• You will receive a full refund or replacement
• All shipping costs will be covered by us

8. Exchanges

We do not offer direct exchanges. If you wish to exchange an item:

• Return the original item following our returns process
• Place a new order for the desired item
• This ensures you receive your new item as quickly as possible

9. Lifetime Warranty

All our products come with a lifetime warranty against manufacturing defects:

• Covers defects in materials and workmanship
• Does not cover normal wear and tear
• Does not cover damage from misuse or accidents
• Warranty claims should be sent to [email protected]

10. Service & Calibration

For items that need servicing or maintenance:

• Espresso machines: Free lifetime calibration service
• Coffee grinders: Burr alignment and calibration available
• Brewing equipment: Replacement parts service available
• Contact [email protected] for details

11. Cancellations

You may cancel your order before it ships:

• Contact us immediately at [email protected]
• Provide your order number
• If the order hasn't shipped, we'll cancel and refund in full
• If the order has shipped, standard return procedures apply

12. Contact Information

For returns and refund enquiries:

Bradwaltonphoto Ltd
Returns Department
47 Marylebone High Street
London W1U 5HG
United Kingdom
Email: [email protected]
Phone: +44 20 7946 8273
Hours: Monday-Friday, 10:00-18:00