Returns Policy

E-Service (Europe) Ltd Returns Policy

Effective Date: June 2026

This Returns 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.

1. Return Authorisation Required

No goods may be returned without prior approval from E-Service and a valid Return Merchandise Authorisation (RMA) number.

To request a return, customers should contact:

Email: sales@e-service.co.uk
Telephone: +44 (0)1707 280 050

Returns received without an RMA may be refused and returned to the sender at their expense.

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 sales, returns requested due to ordering errors, duplicate orders or change of mind may be accepted within 14 days of delivery at E-Service’s sole discretion, provided:

Goods are unused and undamaged.
Goods remain in their original packaging.
Goods are in a fully resalable condition.
Goods have not been installed, activated, programmed or modified.
An RMA has been issued.

Accepted returns may be subject to:

A minimum 20% restocking charge.
Outbound and return carriage costs.
Supplier restocking charges where applicable.

Goods returned in a condition that prevents resale may be rejected or subject to additional charges.

Software & Digital Products

Products specifically purchased, manufactured, imported or otherwise sourced to fulfil a customer’s order are non-cancellable and non-returnable unless faulty or supplied incorrectly.

Examples include, but are not limited to:

Non-stock items.
Imported products sourced specifically for a customer.
Bespoke manufactured products.
Products purchased from third-party suppliers specifically to fulfil a customer order.
Customised or configured equipment.
Products requiring supplier production runs or special procurement.

Any deposits paid for special-order 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 E-Service has committed to supply, E-Service reserves the right to recover any costs reasonably incurred.

3. Consumer Distance Sales (Online, Telephone & Mail Order)

Where goods are purchased by a consumer through our website, telephone sales, email sales or other distance-selling methods, the Consumer Contracts Regulations 2013 may provide cancellation rights.

Consumers may cancel most purchases within 14 days of receiving the goods without giving a reason.

To exercise this right, customers must notify E-Service within 14 days of delivery and return the goods within 14 days of cancellation.

Returned goods should:

Be complete.
Include all accessories where reasonably possible.
Be returned with original packaging where reasonably possible.

Consumers are responsible for the cost of returning cancelled goods unless otherwise stated at the time of purchase or where required by law.

E-Service may reduce a refund where goods have been handled beyond what is necessary to establish their nature, characteristics and functionality.

4. Goods Excluded from Consumer Cancellation Rights

The statutory 14-day cancellation period does not apply to:

Goods made to a customer’s specification.
Personalised or customised products.
Bespoke machines and kiosks.
Programmed electronic equipment.
Printed tickets, custom tokens or branded products.
Special-order items not normally stocked by E-Service.
Software licences once activated.
Digital content once supplied or downloaded.
Sealed software or media once opened.
Products specifically manufactured or modified for a customer.

Such products may only be returned if faulty or supplied incorrectly.

5. Programmed, Configured & Customer-Specific Equipment

Many products supplied by E-Service are programmed, configured or prepared to a customer’s specific requirements before dispatch.

Products containing customer-specific firmware, software, configuration settings, encryption keys, site-specific programming, payment credentials, currency datasets, machine settings, operator branding or bespoke integrations shall be treated as customised products.

Examples include, but are not limited to:

Note validators programmed for specific currencies, software versions or machine applications.
Contactless payment devices configured to a merchant account, MID or payment provider.
Change machines configured to customer requirements.
Kiosks and self-service terminals.
Ticket redemption equipment programmed to customer specifications.
Age verification devices configured for specific applications.
Machines containing bespoke software or firmware.
Products modified or configured to integrate with a customer’s existing equipment.
Products assembled, tested or configured to a customer’s specific requirements prior to dispatch.

Such products are non-returnable unless:

They are faulty.
They do not conform to the agreed specification.
E-Service has agreed otherwise in writing prior to dispatch.

Where a customer requests programming, configuration, software loading, testing, assembly or modification of a product, E-Service reserves the right to charge for such work regardless of whether the product is subsequently cancelled, returned or rejected.

6. Faulty Goods

Customers must notify E-Service as soon as reasonably possible if they believe a product is faulty.

Returned products may be inspected and tested.

Where a fault is confirmed, E-Service will provide a remedy in accordance with applicable law and may:

Repair the product.
Replace the product.
Provide a refund.
Provide a credit where agreed with the customer.

If testing determines that no fault exists, E-Service reserves the right to charge reasonable inspection, testing and carriage costs.

7. Consumer Rights Act 2015

Where the purchaser is a consumer, goods supplied by E-Service must be:

Of satisfactory quality.
Fit for purpose.
As described.

Nothing in this policy affects a consumer’s statutory rights under the Consumer Rights Act 2015.

Where goods are faulty, consumers may be entitled to a repair, replacement, price reduction or refund depending upon the circumstances and the time elapsed since purchase.

Consumers may have a short-term right to reject faulty goods within 30 days of delivery and receive a refund in accordance with the Consumer Rights Act 2015.

8. Electronic Equipment Returns

Electronic equipment must be inspected upon receipt.

Customers should report:

Transit damage within 48 hours of delivery.
Missing items within 48 hours of delivery.
Incorrect goods within 7 days of delivery.

Where electronic equipment is returned as faulty, E-Service may carry out diagnostic testing before determining the appropriate remedy.

All returned equipment should include any associated accessories, power supplies, cables and documentation where applicable.

9. Non-Returnable Products

Unless faulty, not as described, or supplied incorrectly, E-Service does not accept returns for:

Customised Products

Including but not limited to:

Bespoke machines.
Custom-built kiosks.
Modified products.
Programmed devices.
Configured payment devices.
Products containing customer-specific firmware or software.
Printed tickets.
Custom tokens.
Branded products.
Special-order products.
Bespoke assemblies.
Products assembled or configured to customer requirements.

Consumable Products

Including but not limited to:

Tickets and ticket stock.
Thermal paper rolls.
Receipt rolls.
Cleaning products.
Aerosols.
Batteries.
Chalk.
Adhesives.
Lubricants.

Where packaging has been opened or products have been used.

Software & Digital Products

Including but not limited to:

Downloaded software.
Software licences.
Firmware upgrades.
Digital content.
Activation codes.
Subscription services.

Once supplied, activated, downloaded, installed or accessed.

Clearance Products

Products sold as:

Clearance.
End of Line (EOL).
Obsolete Stock.
Non-Returnable.

10. Marketplace Purchases

For purchases made through Amazon, eBay or other marketplaces, customers should initiate return requests 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 return terms.

11. Repair Returns

All repairs carried out by E-Service are covered by a 120-Day Back-to-Base Warranty from the date of dispatch or collection.

If the same fault reoccurs within the warranty period, the item should be returned to E-Service under an RMA for inspection.

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.

Customers are responsible for the cost of returning equipment to E-Service unless otherwise agreed in writing.

12. Refunds

Refunds will only be processed once returned goods have been received and inspected.

Refunds will normally be made using the original payment method.

Where appropriate and legally permissible, E-Service may offer a replacement product, repair or account credit instead of a refund.

13. Statutory Rights

Nothing within this Returns Policy shall affect a consumer’s statutory rights.

Nothing within this 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 UK consumer protection legislation, the relevant legislation shall prevail.

Business customers acknowledge that the rights and remedies available to consumers under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 do not generally apply to Business-to-Business transactions.

14. 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 returns must be authorised before goods are returned to E-Service.