Return & Exchange
Situations where you want to return the products you bought from us happen. That's why we have a return policy to accommodate these situations. Don’t hesitate to reach out to us! We’re here to give you a great shopping experience.
Important note: We do not take returns of consumables and accessories. They are all final sale
TLDR On Returns:
1) They depend on the timeframe
2) If you receive a defective machine, you need to report it immediately within 14 days upon delivery. We will take the machine back and will refund you your money. Defective machines reported after 14 days will not be considered as defective.
3) If you don't like your new machine, there are 2 scenarios:
- You opened the box, depending on the timeframe, you have to pay a restocking fee + return shipping
- You did not open the box, you have to pay the return shipping
Return packaging should be done with the original box (or a generic return brown box if you don't have the original packaging).
Return packaging should be done with a very high level of care regardless of the return reason (including defective machines). It is your responsibility to make sure returns arrive back to our warehouse safely.
4) We do not take returns of Commercial Machines. Except for they are defective within 7 days. (Note: For Keurig Machines, You need to prove that you made less than 25 drinks on the machine.)
5) The return process is simple. Send us an email explaining why you’d like to return your order and include proof of any defects if applicable. We’ll review your request and determine if a return is needed (learning how to brew espresso can be a big learning curve. If approved, we’ll send you a return shipping label (don't go to a courier location and pay an overpriced cost to return your order! We'll generate a cheaper label for you). Once you receive it, securely repackage your order in the original box, attach the shipping label to the outside, and drop it off at the designated courier location.
Definition of a Defective Machine
A machine is considered defective if it has a manufacturing fault that prevents normal operation despite proper setup, use, and maintenance according to the manufacturer’s guidelines. A machine is not considered defective due to:
- User error, including improper setup, use of incorrect grind size, or failure to follow instructions.
- Normal wear and tear, scaling due to water hardness, or lack of maintenance.
- Differences in taste, performance, or expectations.
Verification Process
If a customer believes their machine is defective, we require:
- Troubleshooting with our support team to rule out common setup or usage issues.
- Submission of photos/videos demonstrating the issue.
- Manufacturer evaluation (if applicable) to confirm defect status.
Return Timeframes
- If the machine needs servicing after 14 days and is within the manufacturer’s warranty timeframe, it will be repaired as per the warranty terms. Depending on the brand, you have to either reach out to them or to us (scroll down for the detailed table)
- If no defect is found, we will not accept the return of the machine.
- Returns for non-defective machines are subject to restocking fees
- If you do not keep your original box, 10% extra restocking fees will apply, regardless of whether your machine is defective or not.
| Timeframe | Condition | Policy |
|---|---|---|
| Within 14 Days upon Delivery | Defective machine/product |
Full refund or exchange after technician confirmation (video proof required) |
| Opened box, but dislike purchase | 20% restocking fee + return shipping cost | |
| Unopened box, but dislike purchase | No restocking fee, only return shipping cost applies | |
| De'Longhi machines (Canadian customers only) |
If machine is defective, no return shipping cost and no restocking fees within 30 days If you change your mind or want to exchange your machine, no restocking fee within 30 days; return shipping cost applies |
|
| 14 - 30 Days upon Delivery | Change of mind, machine is fine | 30% restocking fee (+10% if no box) + return shipping cost |
| Any issues with the machine | Warranty process for parts and labor if within warranty period. Customer has to pay shipping for have machine services | |
| 30 - 90 days | Change of mind, machine is fine | We do not accept returns. In Exceptional circumstances, we’ll approve a return, but there will be a restocking fee of 70% + Return shipping cost applies + 10% if no box |
|
|
Any issues with the machine |
Warranty process for parts and labor. Customer has to pay shipping for have machine services |
In case of stolen and lost packages
For orders over $350 CAD, we offer the option at checkout to require a signature upon delivery for added security. Please note, however, that even if you choose the signature option, we cannot be held liable for stolen packages. In the event of theft, we will assist you in opening a ticket with the courier provider, but the resolution will need to be pursued directly with them.
If no signature is requested and the order is marked as delivered, we are not responsible for any lost or stolen packages.
How Do I Return My Machine ?
Pease contact our customer support team to obtain a Return Merchandise Authorization (RMA) number. The RMA number must be clearly marked on the outside of the package.
Please include all original accessories, manuals, and any other items that came with the product. We charge a restocking fee of 30% if the packaging was done in a careless manner.
Once we receive and inspect the returned item, we will process your refund or exchange within
1-7 business days. Refunds will be issued in the original form of payment.
Exchanges will be subject to availability. If the requested item is unavailable, we will provide a refund or suggest alternative options.
Restocking Fees
This is applicable for the first 30 days
- 0% - De’Longhi branded appliances within the first 30 days after you receive your machine.
- 20% - Most machines and appliances returned for preference reasons
- 40% - All orders returned without original box / packaging
All open box items you purchased from us are final sale.
But everyone’s situation is different, so regardless, please reach out to our customer support team and we’ll help you out 🙂
Guidelines for packing a returning machine:
When packing:
- Please use the prepaid shipping labels we gave you
- You must drop off the machine/accessory at a UPS collection point or at our store
- You must pack your machine in its original shipping box or, failing that, a BROWN GENERIC BOX - without pictures or stickers (extra restocking fees of 30% will apply)
- You are responsible for the proper delivery of your machine to our company. If the machine is insufficiently packaged AND damaged in return transit, we will not take responsibility.
Warranty based on brands:
| Brand | Warranty info |
|---|---|
| ECM | 2 years of parts and labour |
| Profitec | 2 years of parts and labour |
| Rocket | 2 years parts and labour, after 30 days, you have to reach out to Faema |
| Lelit | 2 years parts and labour, after 30 days, you have to reach out to Edika |
| Ascaso | 2 years of parts and labour |
| Eureka | 1 year parts and labour |
| Bezzera | 2 years of parts and labour |
| Jura | 1 year parts and labour, after 30 days, you have to reach out to Faema |
| Miele | 1 year parts and labour, after 30 days, you have to reach out to Miele |
| De’longhi | 3 years parts and labour, after 30 days you have to reach out to De'longhi |
| Keurig Commercial | 1 Year Part Only Warranty |
| Philips |
1 year parts and labour |
| La Marzocco | 1 year of parts and labour |
Limitations on warranty:
- Wear and tear to burrs, buttons, steam wants etc
- Use of the machine outside its defined use in the manual
- Damage caused during shipping or delivery
- Claims if you didn’t follow manufacturer’s instructions
- Theft / damage caused by fire or explosion
- Routine maintenance, cleaning / servicing
- Damage arising from failure to maintain the machine properly, including cleaning and descaling
Note: This return and exchange policy is subject to change without prior notice. Please refer to our website or contact our customer support team for the most up-to-date information.
Commercial Machines
At this time, we do not offer support, servicing, setup, or installation for any commercial espresso machines purchased from our store. Customers are encouraged to consult their machine's user manual or contact the manufacturer's customer support for assistance. We appreciate your understanding and are here to help with any questions regarding sales or product availability.
Thank you for choosing The Kitchen Barista & Gifts!
