Shipping, Delivery, Returns & Refunds Policy
A2Z Creams & Coffee Appliances Limited
Company Number: 17041380
Registered Office: 133 West Hendon Broadway, London, England, NW9 7DY
Email: a2zcreamandcoffee@outlook.com
Effective Date: 19 May 2026
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This Shipping, Delivery, Returns & Refunds Policy should be read together with our Terms & Conditions, Privacy Policy and, where applicable, our Nitrous Oxide Compliance Policy.
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1. Shipping Information
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A2Z Creams & Coffee Appliances Limited aims to provide a fast, secure and reliable delivery service.
Many qualifying orders are eligible for free or included delivery using our available courier services.
Certain destinations, including some Scottish Highlands, Scottish Islands, offshore areas and other remote locations, may attract additional delivery charges or may require an alternative delivery service.
Where additional charges apply, we may contact the Customer before dispatch.
Orders containing dangerous goods, including Nitrous Oxide Products, may be subject to different courier services, delivery times, geographic restrictions, documentation requirements and transport charges from ordinary catering and coffee products.
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2. Nitrous Oxide Delivery Restrictions
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Nitrous oxide is supplied by us only for legitimate business purposes and is subject to additional compliance controls.
We do not normally dispatch Nitrous Oxide Products to:
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Universities
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University halls of residence
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Colleges
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Schools
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Student accommodation
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PO Boxes
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Parcel lockers
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Unrelated third-party addresses
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Addresses being used without the occupier's permission
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Addresses that we cannot reasonably connect with the verified Customer or its legitimate business activities
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We may also refuse or place on hold delivery to residential addresses where the quantity or circumstances are inconsistent with the stated business use, temporary accommodation, hotels, serviced accommodation, short-term rental properties, third-party collection locations or any address that raises a genuine misuse, fraud or compliance concern.
The presence of one of these circumstances does not automatically imply wrongdoing. We may request further verification before making a decision.
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3. Nitrous Oxide Business Verification Before Dispatch
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Nitrous Oxide Products are supplied under our business-only sales policy.
Before dispatching a first Nitrous Oxide order, we may require the Customer to provide satisfactory evidence of their identity, business activity and legitimate intended use.
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This may include:
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Business or trading name
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Business activity
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Business or trading address
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Company Number where applicable
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VAT number where applicable
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Photographic identification of the responsible purchaser
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Intended legitimate use of the Nitrous Oxide Products
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Any additional information reasonably necessary to verify legitimate commercial use
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Not all genuine businesses are incorporated or VAT registered. Alternative credible business evidence may therefore be considered where appropriate.
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An order may be placed on compliance hold while these checks are completed.
Payment being accepted or authorised does not mean that an order has passed our compliance checks or has been accepted for dispatch.
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We reserve the right to request additional information, restrict quantities, require an alternative delivery address, cancel an unaccepted order, refuse supply or suspend an account where there is an unresolved legal, misuse, fraud, delivery or safety concern.
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4. Accurate Delivery Information
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Customers must provide their correct name or authorised business contact, complete delivery address, valid mobile telephone number and valid email address.
Customers must not knowingly use another person's or business's address without permission.
Incorrect, incomplete or unauthorised addresses may result in delivery delays, returned parcels, cancellation, additional courier costs or compliance review.
Where a parcel is returned because the Customer supplied an incorrect, incomplete or unauthorised address, reasonable redelivery and courier costs may be charged before the goods are resent, subject to applicable law.
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5. Dispatch Notifications
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Where supported by the courier, Customers may receive:
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Confirmation when their order has been dispatched
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Tracking information
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Email and/or SMS delivery updates
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An estimated delivery date
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An estimated delivery time window
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Customers should monitor their tracking information and make reasonable arrangements for receipt of their order.
Courier tracking and delivery windows are estimates and may change during transit.
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6. Next Working Day Delivery
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Where Next Working Day Delivery is available, qualifying orders placed before our published cut-off time will normally be dispatched using the relevant next-working-day courier service.
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Our usual cut-off is:
12:00 PM Monday to Thursday and 11am on Friday.
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unless another cut-off is stated on the product or checkout page.
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Orders placed after the cut-off will normally be processed on the following working day.
Next-working-day services do not normally operate on Bank Holidays, Christmas Day, Eid Days, Boxing Day, Good Friday or other days on which the relevant courier service is closed.
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A next-working-day courier service is not an absolute delivery guarantee unless we expressly state otherwise in writing.
Delivery may be delayed by courier disruption, traffic, severe weather, dangerous-goods processing, compliance verification, incorrect addresses, failed delivery attempts, industrial action, major incidents or circumstances outside our reasonable control.
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7. Saturday Delivery
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Where available, Saturday Delivery must be selected at checkout and any applicable charge paid.
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The availability of Saturday Delivery depends upon postcode, product type, dangerous-goods restrictions, order cut-off time and courier availability.
Selecting a Saturday service does not override legal or compliance checks.
Where an order requires additional verification, dispatch may be delayed until the verification has been satisfactorily completed.
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8. Remote and Excluded Delivery Areas
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Additional delivery charges or longer transit times may apply to certain remote areas.
These may include parts of:
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Scottish Highlands
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Scottish Islands
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Northern Ireland
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Isle of Man
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Isles of Scilly
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Channel Islands
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Other offshore destinations
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Examples of postcodes that may attract restrictions or surcharges include:
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AB36-38
AB55-56
FK17-21
IV1-39
IV40-56
IV63
KW1-17
PA20-49
PA60-78
PH19-26
PH30-50
HS1-9
KA27-28
ZE1-3
BT
IM
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This list may change according to courier rules.
Customers should contact us where they require confirmation before ordering.
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9. Dangerous Goods Deliveries
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Nitrous oxide is transported as dangerous goods and may be subject to applicable requirements governing the carriage of dangerous goods by road.
Dangerous-goods consignments may therefore use specialist courier services, require ADR-compliant transport, require additional documentation, have different delivery times from ordinary parcels or be subject to destination restrictions.
Large wholesale or pallet orders may use a specialist dangerous-goods or ADR transport service rather than an ordinary parcel courier.
Customers must not request that a dangerous-goods consignment be redirected to an address or collection point that the carrier is not permitted to use.
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10. Failed Deliveries
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Where delivery cannot be completed, the courier may attempt delivery again, provide instructions for rearranging delivery, return the parcel to its depot or return the parcel to us.
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The Customer should contact the courier using the tracking information where immediate delivery assistance is required.
Once a parcel is in the courier network, the courier normally has the most current information regarding driver location, attempted delivery, access problems, delivery instructions and available redelivery options.
We will provide reasonable assistance where appropriate.
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11. Flats, Gated Buildings and Restricted Access
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Customers living or trading from flats, apartment blocks, gated developments, secured commercial buildings or premises requiring entry codes must make reasonable arrangements to allow the courier access.
Customers should monitor their allocated delivery time and tracking information.
If the courier is unable to obtain access, this may result in another delivery attempt, depot collection where permitted, return to sender or additional redelivery charges.
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For Nitrous Oxide Products, alternative collection locations may not always be permitted because of our compliance policy and dangerous-goods restrictions.
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12. Safe-Place Deliveries
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Where a courier permits the Customer to select a safe place, the Customer should carefully consider whether that location is genuinely secure.
Different rules may apply depending on whether the Customer is purchasing as a consumer or a business.
Nothing in this Policy removes any statutory consumer protection concerning when risk in goods passes to a consumer.
For Business Customers, delivery and risk will be governed by our Terms & Conditions and the agreed delivery instructions.
We strongly recommend that high-value and Nitrous Oxide orders are personally received by an authorised person wherever possible.
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13. Delivered but Not Located
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If tracking shows that a parcel has been delivered but the Customer cannot locate it, the Customer should promptly:
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Check the full tracking information
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Check any delivery photograph supplied by the courier
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Check reception, concierge or authorised receiving staff
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Check any safe place expressly selected by the Customer
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Check with household or business members who may have accepted delivery
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Contact the courier using the tracking number
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The Customer should then contact us if the parcel remains missing.
We may investigate the delivery with the carrier and may request confirmation of non-receipt, photographs, CCTV where voluntarily available, delivery information or other reasonable evidence.
Liability will be determined according to the applicable contract and law.
We do not exclude any statutory consumer right that cannot lawfully be excluded.
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14. Damaged Parcels
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Customers should inspect the external condition of a parcel when reasonably possible.
If a parcel is visibly damaged, we recommend:
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Informing the driver where possible
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Requesting that the delivery is recorded as damaged
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Taking clear photographs before opening the parcel
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Photographing the shipping label
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Photographing the packaging
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Photographing the damaged goods
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Where inspection is not possible immediately, Customers should inspect the goods as soon as reasonably practicable after delivery.
Please report damage to:
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and include your order number, photographs, a description of the damage and details of the affected items.
We ask that obvious transit damage is reported as soon as reasonably possible, preferably within 48 hours, because courier claim periods can be limited.
This reporting request does not remove any statutory right that cannot legally be restricted.
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15. Defective Goods
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If an item appears defective, Customers should stop using it where continued use could be unsafe.
Contact:
Please provide your order number, product details, description of the fault, photographs or video where relevant and any other information reasonably required to investigate.
Where goods are confirmed tohave been supplied defective, we will provide the remedy required by applicable law and/or our contractual obligations.
Depending on the circumstances, this may include repair, replacement, refund or another appropriate remedy.
Nothing in this Policy limits statutory rights that cannot legally be excluded.
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16. Incorrect Item Received
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If we send the wrong item, please contact us as soon as reasonably possible.
We recommend notifying us within 2 working days to allow the issue to be resolved quickly.
Please include:
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Order number
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Photograph of the item received
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Photograph of the packaging
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Photograph of the shipping label
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Where we confirm that the wrong product was supplied by us, we will arrange an appropriate remedy at our cost.
This may include arranging an authorised collection.
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17. Important Rule for Returning Nitrous Oxide and Pressurised Cylinders
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Do not return Nitrous Oxide cylinders, cartridges, chargers or other pressurised gas products through an ordinary postal service or courier without our express return instructions.
Nitrous oxide is a dangerous good for transport purposes.
A Customer wishing to return a Nitrous Oxide Product must contact us first:
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We will advise whether:
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An authorised dangerous-goods collection can be arranged
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Another approved carrier can be used
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The goods should not be returned
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Another lawful resolution is appropriate
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Customers must not:
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Place pressurised cylinders into ordinary post
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Conceal dangerous goods from a courier
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Incorrectly describe the contents
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Puncture a cylinder for the purpose of making it acceptable for ordinary transport
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Use an unauthorised transport method
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Customers arranging their own lawful return transport are responsible for complying with applicable dangerous-goods transport requirements.
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18. Unwanted Goods – Consumer Orders
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This section applies only where the Customer is legally purchasing as a consumer and has a statutory distance-selling cancellation right.
It does not automatically apply to business-to-business purchases or business-only Nitrous Oxide transactions.
Where the legal cancellation right applies, a consumer will generally have 14 days after receiving the goods to tell us that they wish to cancel.
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After notifying us, the consumer will generally have a further 14 days to return the goods.
To cancel, contact:
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Please provide your name, order number and confirmation that you wish to cancel.
A reason is not required where the statutory cancellation right applies.
Goods should be handled only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where legally permitted, we may make an appropriate deduction where handling has reduced the value of the goods beyond what would reasonably be permitted in a shop.
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19. Consumer Return Costs
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Where a consumer exercises a statutory change-of-mind cancellation right and the goods are suitable for ordinary return, the consumer is responsible for the direct cost of returning the goods where we have informed them of this obligation.
Where goods cannot normally be returned by ordinary post because of their nature, Customers should contact