Refund Policy
E-Service (Europe) Ltd Refunds Policy
Effective Date: June 2026
This Refunds Policy applies to E-Service (Europe) Ltd, trading as E-Service, e-service.co.uk and e-service.parts (“E-Service”, “we”, “our” or “us”).
This policy applies to purchases made directly from E-Service via our websites, telephone sales, email orders, trade accounts, marketplace sales (including Amazon and eBay), and any other sales channels operated by E-Service.
This Refunds Policy should be read alongside our Returns Policy and Terms & Conditions.
1. General Refund Principles
E-Service aims to resolve all customer concerns fairly and promptly.
Refunds will only be considered where:
- Goods have been returned in accordance with our Returns Policy.
- Goods are faulty, not as described or supplied incorrectly.
- A consumer exercises a valid statutory cancellation right.
- E-Service agrees to accept a return.
- A refund is required under applicable law.
Refunds are not automatically available if:
- A product is no longer required.
- A customer has ordered a incorrect item.
- Change of mind after a purchase has been made.
2. Business-to-Business (B2B) Sales
Unless the purchaser is acting wholly outside their trade, business, craft or profession, the transaction shall be treated as a Business-to-Business (B2B) sale.
For B2B transactions:
- Refunds are provided at E-Service’s discretion unless otherwise required by law.
- E-Service may choose to issue an account credit instead of a monetary refund.
- Restocking charges may be deducted from any refund.
- Original carriage charges are non-refundable unless the return is due to an error by E-Service.
- Special-order, bespoke or customised products are generally non-refundable unless faulty or supplied incorrectly.
Refunds for accepted trade returns will normally be processed within 30 days of the returned goods being inspected and approved.
3. Consumer Distance Sales
Where a consumer exercises their cancellation rights under the Consumer Contracts Regulations 2013.
E-Service will refund:
- The purchase price of the goods.
- The standard outbound delivery charge where required by law.
Refunds may be reduced where goods have been handled beyond what is necessary to establish their nature, characteristics and functionality.
Customers remain responsible for return shipping costs unless otherwise stated at the time of purchase or where required by law.
Refunds will normally be processed within 14 days of receiving the returned goods or evidence that the goods have been returned.
4. Faulty Goods
Where a consumer exercises their cancellation rights under the Consumer Contracts Regulations 2013.
E-Service will refund:
- The purchase price of the goods.
- The standard outbound delivery charge where required by law.
E-Service reserves the right to inspect and test returned products before determining the appropriate remedy.
5. Consumer Rights Act 2015
Nothing in this policy affects a consumer’s statutory rights.Consumers may have a short-term right to reject faulty goods within 30 days of delivery and receive a refund under the Consumer Rights Act 2015.
After 30 days, consumers may be entitled to a repair or replacement before a refund is considered, subject to applicable legislation.
6. Products Not Eligible for Refund
Where a consumer exercises their cancellation rights under the Consumer Contracts Regulations 2013,
E-Service will refund:
Customised or Bespoke Products
Including:
- Bespoke machines.
- Custom-built kiosks.
- Programmed note validators.
- Configured payment devices.
- Products containing customer-specific software or firmware.
- Printed tickets.
- Custom tokens.
- Branded products.
- Special-order products.
- Bespoke assemblies.
Programmed & Configured Equipment
Including:
- Products programmed for specific currencies.
- Payment devices linked to merchant accounts.
- Site-specific software configurations.
- Bespoke machine programming.
- Products assembled, tested or configured to customer requirements.
Consumables
Including:
- Tickets and ticket stock.
- Thermal paper rolls.
- Receipt rolls.
- Batteries.
- Cleaning products.
- Aerosols.
- Adhesives.
- Lubricants.
- Chalk.
Where packaging has been opened or products have been used.
Software & Digital Products
Including:
- Software licences.
- Activation codes.
- Firmware upgrades.
- Downloadable products.
- Subscription services.
Once supplied, activated, downloaded or accessed.
Clearance & End-of-Line Products
Products sold as:
- Clearance.
- End of Line (EOL).
- Obsolete Stock.
- Non-Returnable.
7. Deposits & Special Order Products
Deposits paid for special-order, imported, customised, programmed or bespoke products are non-refundable once E-Service has committed to purchasing, manufacturing, importing, programming, configuring or otherwise preparing the goods for supply.
Where a customer cancels a special-order product after such commitment has been made, E-Service reserves the right to retain any deposit and recover any reasonable costs incurred.
8. No Fault Found Returns
Where goods are returned as faulty and E-Service determines that no fault exists, E-Service reserves the right to:
- Refuse the refund request.
- Return the goods to the customer.
- Charge reasonable inspection and testing costs.
- Charge return carriage costs.
9. Marketplace Purchases
For purchases made through Amazon, eBay or other marketplaces, refund requests must be initiated through the relevant platform.
Where marketplace policies provide consumers with additional rights, those rights shall apply alongside this policy.
Business purchases made through marketplaces remain subject to E-Service’s B2B terms.
10. Repair Services
Repair charges are non-refundable once repair work has commenced.
Where a repair cannot be completed, E-Service may refund any charges paid for work not carried out.
All repairs carried out by E-Service are covered by a 120-Day Back-to-Base Warranty from the date of dispatch or collection.
This warranty covers defects in parts supplied and labour performed by E-Service.
The warranty does not cover:
- Accidental damage.
- Water ingress.
- Incorrect installation.
- Abuse or misuse.
- Power surges.
- Unauthorised repairs.
- Normal wear and tear.
- Consumable parts.
This warranty is provided in addition to any rights available under applicable consumer protection legislation.
11. Refunds Against Outstanding Balances
For Business-to-Business (B2B) transactions, where a customer has overdue invoices, outstanding balances, unpaid charges or any other sums due to E-Service, any refund, credit or reimbursement due may, at E-Service’s discretion, be applied against those outstanding amounts before any balance is paid to the customer.
Where the value of the refund exceeds the outstanding balance, E-Service may refund the remaining amount using an agreed payment method.Nothing in this clause affects any statutory rights available to consumers under applicable consumer protection legislation.
For consumer transactions, refunds will be processed in accordance with applicable UK consumer protection laws and will not be withheld solely because of unrelated outstanding balances unless otherwise permitted by law.
- Accidental damage.
- Water ingress.
- Incorrect installation.
- Abuse or misuse.
- Power surges.
- Unauthorised repairs.
- Normal wear and tear.
- Consumable parts.
This warranty is provided in addition to any rights available under applicable consumer protection legislation.
12. Method of Refund
Refunds will normally be made using the original payment method used for the purchase.
Where this is not possible, E-Service may issue:
- Bank transfer.
- Account credit.
- Replacement product.
- Alternative agreed method.
E-Service reserves the right to verify payment details before processing a refund.
13. Refund Timescales
Once approved, refunds are normally processed within:
- 14 days for consumer cancellation requests.
- 14 days for consumer statutory refunds.
- 30 days for approved trade returns.
- 30 days for warranty claims requiring inspection.
Actual banking times may vary depending upon the payment provider.
14. Statutory Rights
Nothing within this Refunds Policy excludes, limits or restricts any rights available to consumers under applicable UK consumer protection legislation, including but not limited to the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Where any provision of this policy conflicts with applicable legislation, the relevant legislation shall prevail.
15. Contact Details
E-Service (Europe) Ltd
Trading as E-Service, e-service.co.uk and e-service.parts
Telephone: +44 (0)1707 280 050
Email: sales@e-service.co.uk
All refund requests should be directed to E-Service Customer Services in the first instance.