"If you are not satisfied with the quality of your delivery, we will work with you to resolve the issue through replacement, credit, or refund where appropriate."

Perishable Goods — Fruit, Platters and Catering

This section applies to fresh fruit deliveries, catering platters and prepared food.

• Because these products are fresh and perishable, they are not returnable once delivered and are not covered by the standard 14-day change-of-mind cancellation right.
• You may cancel or amend an order free of charge up until the published order cut-off time ahead of your delivery or event date.
• If your delivery arrives damaged, incorrect, unsafe or of poor quality, please report this within 24–48 hours of delivery.
• Where a valid issue is confirmed, we will offer a replacement, credit or refund as appropriate.
• Photographic evidence of the issue should be provided where possible to help us investigate and resolve your complaint quickly.

Coffee and Consumables

This section applies to coffee, beverage ingredients, snacks and other vending consumables.

• Unopened, unused items may be returned within 14 days of delivery in their original packaging.
• Opened coffee and consumable products cannot be returned, in line with standard industry practice for food and drink items.
• If you have a quality concern with an opened product, please contact us and we will resolve it through a replacement or credit.
• Return postage for unopened items is the customer's responsibility unless the item was faulty, damaged or incorrect, in which case Purpose Planet will cover reasonable return costs.

Non-Perishable Retail Products

This section applies to any non-perishable retail items, merchandise or ancillary products supplied by Purpose Planet.

• Returns are accepted within 14–30 days of delivery, provided the item is unused and in its original packaging.
• Refunds are processed within 5–14 working days of the returned item being received and inspected.
• Customers are responsible for return postage unless the item is faulty, damaged or incorrect.
• Proof of purchase is required for all returns.

Coffee Machines and Vending Equipment

This section applies to coffee machines, vending machines and related equipment supplied, leased or installed by Purpose Planet.

• Equipment may only be returned if it is unused and has not been installed.
• Return requests must be made within 14 days of delivery and require prior approval from Purpose Planet before the item is sent back.
• Once equipment has been installed and commissioned, it is not eligible for return under this policy, in line with standard practice for commercial catering and vending equipment.
• A restocking fee of up to 20% may apply to approved equipment returns.
• Faulty equipment is covered by manufacturer or Purpose Planet warranty and will be repaired or replaced rather than refunded, except where required by law.
• Refunds for approved equipment returns are processed within 10–14 working days after inspection.

Business and Corporate Orders

• Custom or bespoke orders, including tailored catering menus and site-specific installations, are non-returnable once confirmed.
• Where a signed contract or account agreement is in place, its terms override this general policy, including any agreed cancellation windows.
• Cancellation windows for corporate and contract orders are typically shorter than for one-off consumer orders and will be confirmed at the point of order.

Delivery Responsibility

For unattended office and workplace deliveries, responsibility for goods transfers to the customer once delivery is confirmed at the agreed location. Customers should inspect deliveries promptly and report any issues within the timeframes set out in this policy. Where a nominated contact or delivery point has been agreed, Purpose Planet will deliver in line with those instructions.

Installation and Acceptance of Equipment

Following installation of any coffee, vending or catering equipment, Purpose Planet will seek written or verbal acceptance confirmation from the customer that the equipment has been installed and is working as expected. This acceptance confirms that the installation stage is complete and that the equipment return window no longer applies.

Summary of Key Protections

• Proof of purchase or delivery confirmation is required for all claims.
• Photographic evidence supports faster resolution of damage or quality claims.
• Inspection may be required before a refund, replacement or credit is issued.
• Your statutory rights under UK consumer law are unaffected by this policy.

How to Get in Touch

You can reach our team by email at social@surreyvending.co.uk. Please quote your order or delivery reference so we can look into things as quickly as possible.