Terms and Conditions


The customer service order line and UK website at www.nestleprofessional.co.uk (the “Website”) are operated by Nestle UK Ltd, “we”, “us” or “our” (company registration 51491) with registered office at 1 City Place, Gatwick, RH6 0PA and VAT registration number GB 169562721.

By placing an order with us for any NESCAFE® &GO® products either by phone or via the Website you acknowledge that you have read, understood and agree to be bound by these terms and conditions (“Conditions”).

By using the Website, you also accept and agree to be bound by our Terms of Use and Internet Privacy Policy. Nestle UK Ltd invites you to read these carefully before using the services provided on the Website. Please click below:

By placing an order through the customer service line and/or via this website you warrant and represent that you are legally capable of entering into a binding agreement and that you are over 18 years of age.

An order placed by you is an offer and is only binding on us when we accept it, at which point a contract between us will be formed and governed by these Conditions. If we accept your order, we will confirm such acceptance with you when we have received confirmation of your order and once payment has cleared if you are paying by credit card. If you are paying on account, we will email you with confirmation that your order has been accepted.

Bulk orders from trade or consumer groups (orders for more than 20 machines and/or orders for more than 20 packs of coffee including individual packs and complete cases) will not be accepted without prior agreement from Nestle UK. Prior agreement with Nestle UK can be arranged by contacting your account manager. If you do not have an account manager but you would like to place a bulk order, please call our consumer services team on 0800 745845 who will put you in contact with a member of our sales team.



When you register on this website, you must ensure that the mandatory registration information you provide is correct and complete. Please inform Nestle UK Ltd about changes of address or other modifications by updating your personal details on this website without delay.

When registering to use this website, you will be asked to create a password. You must keep this password strictly confidential and not disclose it or share it with anyone. You are fully responsible for the use of your password and any orders placed under it, even without your knowledge. If you know or suspect that someone else knows or has used your password, or has used your password to place an order, you should change your password immediately. Log on to your account on the online store, navigate to ‘Account Information’ and click on ‘Change Password’. Next, please follow the instructions on screen. You must also notify Nestle UK Ltd immediately by contacting our consumer services team on 0800 745845.

Any personal information provided by you to Nestle UK Ltd shall be treated confidentially and securely and will not be shared with any third party unless necessary under these Conditions. For more information and to read our privacy policy. Please click here. http://www.nestle.co.uk/privacypolicy



The NESCAFE® &GO® web shop store are available for sale at the sterling prices indicated on the web shop store, our website and printed materials. These prices exclude VAT and delivery. Prices are subject to change without notice. Nestle UK Ltd reserves the right to modify its prices and delivery charges at any time and to cancel a contract in case of writing, printing or calculation errors. It is possible to take orders from the Republic of Ireland, payable in euros by calling our consumer services team on 0800 745845 and you will be invoiced by Nestle Ireland.



Payments can be made by credit card (Visa or Mastercard only) for all customers, when purchasing from our online store and when phoning our customer services team. Customers can also pay by debit card when phoning our customer services team. When paying by credit card on our online store, we will not dispatch your order until we have received clear funds from your account. You will receive an invoice stating no funds are due for your tax purposes. When paying by credit card over the phone, you will also receive an invoice stating no funds are due for your tax purposes.

For orders placed by those who have an existing relationship with Nestle UK Ltd as a Registered Customer, initially organised through a dedicated account manager or our consumer services team, payment can be made either by purchase order, credit card or debit card over the phone with our consumer services team only. For Registered Customers, payment will be due in 30 days from the date of invoice. If you would like to become a Registered Customer to be granted 30 day payment terms, please speak to the customer services team on 0800 745845.

We reserve the right to terminate our agreement with you if we are refused authority for payment or reasonably believe that payment will be refused at any stage.



When an order is accepted the NESCAFE® &GO® machine will be dispatched 3-5 days after receipt of cleared funds, subject to availability of stock.

Delivery will be made to the address specified by you when you place the order, provided the address is within the UK or the Republic of Ireland. It is your responsibility to ensure you are available to receive the delivery. If someone is not available at the delivery address to receive the goods, a card with a contact number will be left for you to arrange with the courier an alternative drop off time. After two attempts the goods will be returned to us and you will be refunded the full value of the purchase, minus the delivery charge. From that point, if you still wish to receive your order, you will have to re-order via the customer service line.

Title in the item/s shall remain with us until we have received cleared payment for them. The risk in each item is passed when the goods are delivered to the address specified by you when you place the order.



You must inspect the goods and notify us within 14 days of delivery by phoning our customer services team on 0800 745845, if for any reason you are unsatisfied with the goods.

For all packs of coffee cups, if the item you purchased is damaged or faulty we may offer a refund or replacement as appropriate in accordance with your legal rights. Exchanges are not available on packs of coffee cups.

If you have received your machine and discover any sign of damage, please do not use the product. Please call our customer service line immediately on 0800 745845. If we deem necessary, collection of the machine will be arranged and delivery of a replacement machine by Marco Beverages Systems Limited, the machine manufacturer.

A full refund or exchange will be provided on a machine that is undamaged, is still in its original box and returned within 28 days of purchase. You will be responsible for the cost of returning the machine in its box with a copy of your receipt. A refund will not be offered until the goods are received and checked and confirmed to be undamaged. We will send you a cheque or refund to your account within 30 days of our confirmation that the goods are undamaged. The customer services team can be contacted on 0800 745845 if you have any questions.



You may cancel your order at any time up to 10am the next working day, after you placed the order by calling our customer services team on 0800 745845 on weekdays only. If you decided to cancel your order after we have dispatched your order to you, you will need to return it to us in an undamaged condition at your expense and we will send a cheque or refund within 30 days of receipt for the cost of the goods, excluding delivery. Please phone the number provided above for instructions on how to do this. This provision does not affect your statutory rights.



The machine warranty is 12 months from date of purchase.

If the machine is still under the first year warranty and needs a repair, call our customer service line on 0800 745845. Collection of the machine will be arranged by Marco Beverage Systems Limited. Marco Beverage Systems Limited will then test the machine for fault within 10 working days of receipt.

If there is no fault, or there is a build-up of limescale, or the machine fails the fault test as a result of misuse of the machine not in accordance with any relevant Nescafe® &GO® guidance, you will be charged £25+ VAT. This can be paid by credit card by Marco Beverage Systems Limited, for the cost for a courier to return the machine to you.

If there is a fault despite you following relevant Nescafe® &GO® guidance and there is no build-up of limescale, Marco Beverage Systems will try to repair the machine and will courier it back to you free of charge. If Marco Beverage Systems are unable to repair the machine and it is still in warranty, a new machine will be dispatched to you free of charge.

Your machine warranty starts form the original date of purchase.



Save in respect of death or personal injury caused by our negligence, to the extent permitted under law our liability shall be limited to the purchase price of the item in question. In no event shall Nestle UK Ltd be liable for any indirect, incidental or consequential damages of any nature (even if the advent of such damage was known or could have been known by Nestle UK Ltd), capable of arising in connection with any NESCAFE® &GO® products, their use or sale.



All intellectual property rights in the product shown in our price lists shall remain at all times the property of Nestle UK Ltd, its ultimate holding company, any subsidiary of such ultimate holding company and/or any company wholly or partly owned directly or indirectly by such company. You shall acquire no rights in the product except as expressly provided in the Conditions. You agree that you will not alter or remove any trade mark or label or otherwise interfere with any intellectual property rights in the product and that the product will not be sold under or by reference to the trade marks designating them, after the original containers or packs have been opened.


To preserve the integrity of the NESTLE® brand and to ensure consumers receive the products they expect from a NESCAFE® machine, you shall stock the NESCAFE® &GO® machine only with the Nestle-brand product(s) specified or approved by Nestle. The obligation in this clause should not exceed 5 years. If you intend to stock the NESCAFE® &GO® machine with non-Nestle branded products after the expiry of either 5 years or a period previously agreed with us (whichever is the sooner), you shall provide us with at least 60 days notice before doing so and we reserve the right to remove and/or modify any Nestle branding associated with the machine at your expense.



We may use information provided by you for all purposes reasonably necessary to properly regulate business dealings between us in relation to these Conditions, including but not limited to recording this information or updating our records, credit referencing and supplying your details to a credit reference agency (which will retain information for their own use) for purposes of credit ratings and for tracing purposes in the event of your default. You may receive a copy of your personal data held by us on request. If you request is deemed to be excessive, you may be charged a fee. By placing an order with us you consent to processing your personal data for the purposes stated above. For more information and to read our privacy policy. Please click here. http://www.nestle.co.uk/privacypolicy



Nestle UK Ltd will make every reasonable effort to fulfil its obligations. However, Nestle UK Ltd cannot be held responsible or liable for delays or failure to deliver caused by circumstances beyond its reasonable control. Such circumstances include strikes, wars, natural catastrophes or any others that make impracticable or impossible the production, transportation or delivery of products.

In the event of delay, Nestle UK Ltd will perform its obligations as soon as reasonably possible, and it reserves the right to allocate any remaining product supply among customers in a fair and reasonable manner.



These Conditions shall be governed by English law and the parties submit to the exclusive jurisdiction of the English courts.

By accepting these conditions, we each agree that The Contracts (Right of Third Parties) Act 1999 shall not apply to sales under these Conditions.