Return & Exchange
Returns happen, and we'd rather sort one out properly than leave you stuck with a machine you can't use. Reach out before you ship anything back.
What this page covers, in order: residential returns and timeframes, restocking fees, how to send a machine back, commercial sales, warranty by brand, what warranty never covers, water requirements, and lost or stolen packages.
Always final sale, no exceptions:
- Consumables and accessories
- Anything marked "Limited Edition" or "Final Sale" on its product page
- Open-box items purchased from us
- Commercial machines (see Commercial sales below)
A manufacturing defect in any of the above is still covered by the manufacturer's warranty through our in-house service centre. Final sale means no change-of-mind returns, not no warranty.
The short version:
- A defective machine reported within 14 days of delivery comes back to us for a full refund or exchange, at no cost to you.
- After 14 days, a fault is handled under warranty rather than as a return.
- Changed your mind? If the box is unopened you pay return shipping only. If you opened it, a restocking fee applies on top.
- Pack it properly. Once it leaves your hands, getting it back to us safely is your responsibility.
De'Longhi machines sit outside this policy for their first 30 days. See the timeframe table below.
Residential returns
What you can return, and on what terms, depends on how long you have had the machine and whether it is faulty.
| Timeframe | Situation | What happens |
|---|---|---|
| Within 14 days | Defective machine, confirmed by our technician | Full refund or exchange. No restocking fee, no return shipping cost. Video proof required. |
| Within 14 days | Unopened box, changed your mind | No restocking fee. You pay return shipping. |
| Within 14 days | Opened box, changed your mind | 20% restocking fee plus return shipping. |
| 14 to 30 days | Changed your mind, machine is fine | 30% restocking fee plus return shipping. |
| 14 to 30 days | Fault with the machine | Handled under warranty. You pay shipping to and from the service centre. |
| 30 to 90 days | Changed your mind, machine is fine | We do not accept returns. In exceptional cases we may approve one at a 70% restocking fee plus return shipping. |
| 30 to 90 days | Fault with the machine | Handled under warranty. You pay shipping to and from the service centre. |
| De'Longhi, first 30 days | Defective | Full refund. No restocking fee, no return shipping cost. |
| De'Longhi, first 30 days | Changed your mind or want to exchange | No restocking fee. You pay return shipping. |
The no-box surcharge in the next section applies on top of any fee above.
What counts as defective
A machine is defective when a manufacturing fault stops it working normally, despite correct setup, use and maintenance per the manufacturer's instructions.
These are not defects:
- User error: incorrect setup, wrong grind size, or not following the instructions provided.
- Normal wear and tear, scale from hard water, or skipped maintenance.
- Performance or taste falling short of expectation, including known quirks of a model. A grinder that is prone to clogging is behaving as that grinder behaves.
- Bent drip-tray rails on a La Marzocco Linea. Those rails are designed to absorb shipping impact and protect the rest of the machine. A slight bend on arrival is part of unboxing, and our team can talk you through straightening it in a few minutes.
How we verify a defect
- Troubleshoot with our support team first, so we can rule out setup and usage issues.
- Send photos or video showing the problem.
- Where the brand requires it, the manufacturer evaluates and confirms.
If no defect is found, we will not accept the return, and a change-of-mind return at that point is subject to the fees above. Espresso has a real learning curve, and a machine that seems broken in week one often isn't, so the troubleshooting step is worth taking seriously.
Restocking fees
Every restocking fee starts from the base rate for your timeframe. Surcharges are added on top only when they apply.
Base rate
| Situation | Fee |
|---|---|
| Defective machine, confirmed, within 14 days | 0% |
| Unopened box, changed your mind, within 14 days | 0% |
| De'Longhi, within 30 days, any reason | 0% |
| Opened box, changed your mind, within 14 days | 20% |
| Changed your mind, 14 to 30 days | 30% |
| Changed your mind, 30 to 90 days, approved as an exception | 70% |
Surcharges, added to the base rate
| Surcharge | Added | Why |
|---|---|---|
| Returned without the original box | +10% | A generic brown box is accepted, but the machine has to be refurbished and reboxed before it can be sold. |
| Packed carelessly | +30% | Applies where packing falls short of the guidelines below, whether or not the machine arrives damaged. |
| Damaged in return transit | +50% | Where packing was clearly inadequate and the machine is damaged, we may decline the return outright instead. |
| Missing accessories or the accessory box | $100 minimum | Covers replacement parts, refurbishing labour and the drop in resale value. Higher where the missing items warrant it. |
Return shipping is your cost in every case except a confirmed defect within 14 days.
Surcharges stack, so a machine returned at 30 days with no box and visible transit damage can reach the full purchase price. That is the reason to pack it properly rather than a penalty we enjoy applying. Talk to us before you ship and we will tell you exactly where you stand.
How to return a machine
- Email us explaining why you want to return the order, with photos or video of any fault.
- We review and respond. If the return is approved we issue a Return Merchandise Authorization (RMA) number and a prepaid shipping label. Don't take the machine to a courier counter and pay their rate, ours is cheaper.
- Write the RMA number clearly on the outside of the box. A package without one can't be matched to your order.
- Repack the machine following the guidelines below, attach the label, and drop it at a UPS collection point or at our store.
- We inspect and process. Refunds are issued to the original payment method within 1 to 7 business days of the machine arriving and passing inspection.
Exchanges depend on availability. If the item you want isn't in stock we'll refund you or suggest alternatives.
To start a return, contact our support team.
Packing guidelines
- Use the original shipping box. Failing that, use a plain brown box with no printing or stickers.
- Include all original accessories, manuals and anything else that shipped with the product.
- Use the prepaid label we sent you.
- Drop off at a UPS collection point or at our store. Don't arrange your own courier.
Getting the machine back to us in one piece is your responsibility. Pack it as though it is going to be thrown around, because in transit it will be. If a machine is inadequately packed and arrives damaged, we may decline the return rather than apply a surcharge.
Commercial sales
Commercial machines are built and shipped to configuration, so they are final sale: no returns, no exchanges, no cancellations and no refunds for change of mind once the order is placed with the manufacturer.
The one exception is a machine that is defective on arrival. Report it within 7 days of delivery and we will take it back. For Keurig commercial machines we also need evidence that fewer than 25 drinks were pulled.
Commercial warranty
12 months from the date of installation, parts only. Labour is billable at our prevailing service rate for the whole of that period, and transport to and from our service centre is your cost.
This replaces the brand warranty table further down, which applies to residential machines only.
Prosumer machines bought for commercial use
A residential or prosumer machine put to work in a cafe, office or other commercial setting runs on commercial terms: 12 months parts only, labour billable. The manufacturer's residential warranty does not apply, because the machine is operating outside its rated duty cycle.
Tell us at the time of purchase if a machine is going into a commercial setting. We would rather point you at the right machine than sell you one that won't survive the volume.
Support, service and installation
We offer support and service for commercial machines. Service calls are billable.
We now also offer setup and installation for a fee. Pricing depends on the machine, the site and the distance, so contact us for a quote. Setup is quoted as a single visit and assumes the site is ready: services connected, counter cut, and clear access on the day. If the site isn't ready when our installer arrives, the return visit is billable.
Electrical work, plumbing rough-in, counter cutting, millwork, and removal of existing equipment are not included and remain the customer's trades.
Shipping
Shipping on a commercial machine is the customer's cost, both on the original order and on any trip to the service centre.
Warranty by brand
These terms apply to residential machines in residential use. A commercial machine, or any machine used commercially, follows the commercial warranty above: 12 months, parts only, labour billable.
| Brand | Warranty | After the first 30 days |
|---|---|---|
| 9Barista | Per manufacturer | Contact 9Barista |
| Anfim | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| Arkel | Contact us for warranty terms | Contact us |
| Ascaso | 2 years parts, 1 year labour | Contact us |
| Bellezza | 1 year parts and labour | Contact us |
| Bellucci | 2 years parts and labour | Contact Bellucci |
| Bezzera | 2 years parts and labour | Contact us |
| Braun | Per manufacturer | Contact Braun |
| Brewista | Per manufacturer | Contact Brewista |
| Compak | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| De'Longhi | 3 years parts and labour | Contact De'Longhi |
| DF Grinders | 1 year parts and labour | Contact us |
| Ditting | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| ECM | 2 years parts and labour | Contact us |
| Elektra | Contact us for warranty terms | Contact us |
| Eureka | 1 year parts and labour | Contact us |
| Fellow | Usually 1 year parts and labour, varies by product | Contact Fellow |
| Fiorenzato | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| HeyCafe | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| illy | 2 years parts and labour | Contact illy |
| Joy Resolve | Per manufacturer | Contact Joy Resolve |
| Jura | 2 years parts and labour | Contact Faema |
| Keurig Commercial | 1 year parts only | Contact us |
| KitchenAid | 2 years parts and labour | Contact KitchenAid |
| La Marzocco | 1 year parts and labour | Contact us |
| La Pavoni | 1 year parts and labour | Contact us |
| Lelit | 1 year parts and labour | Contact Edika |
| LX | 1 year parts and labour | Contact us |
| Macap | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| Magister | Contact us for warranty terms | Contact us |
| Mahlkonig | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| Mazzer | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| Meraki | 2 year parts and labour | Contact us |
| MHW-3BOMBER | 1 year | Contact us |
| Miele | 2 years parts and labour | Contact Miele |
| Option-O | 1 year parts and labour | Contact us |
| Outin | Per manufacturer | Contact Outin |
| Philips | 1 year parts and labour | Contact us |
| Pietro | 1 year parts and labour | Contact us |
| Profitec | 2 years parts and labour | Contact us |
| Quickmill | 1 year parts and labour | Contact us |
| Rancilio | Contact us for warranty terms | Contact us |
| Rocket | 2 years parts and labour | Contact Faema |
| Sanremo | 1 year parts and labour (prosumer); parts only, labour billable (commercial) | Contact us |
| Smeg | 1 year parts and labour | Contact Smeg |
| SSP | Wear item, no coverage | Not applicable |
| Starseeker | 2 years | Contact Starseeker |
| Stone | 1 year parts and labour | Contact us |
| T58 grinders | 1 year parts and labour | Contact us |
| T64 grinders | 1 year parts and labour | Contact us |
| TECHNIVORM | Per manufacturer | Contact TECHNIVORM |
| Timemore | 1 year parts and labour | Contact us |
| Wendougee | Per manufacturer | Contact Wendougee |
Commercial-only brands are not listed. Modbar, WMF, La Cimbali, Egro, Conti, La Spaziale, DG Labs, Victoria Arduino and Nuova Simonelli sell commercial machines, which follow the 12-month parts-only commercial warranty above.
Water filtration and accessories carry no warranty row. BWT, Pentair, Vivreau, Whitebird, Waring and Najjar Raqwa are final sale.
"Per manufacturer" means the brand's own published terms apply and the customer deals with the brand directly.
Smeg returns and contacts
Some Smeg products can be returned to Smeg within 14 days. Small appliances such as kettles and toasters go to sda-warranty@smegcanada.com; large kitchen appliances go to mda-warranty@smegcanada.com. Smeg Canada's phone number is 1-800-334-7634.
What warranty never covers
These exclusions apply to every machine, residential and commercial alike.
- Wear items: burrs, gaskets, screens, seals, buttons, steam wands and filters.
- Routine maintenance, cleaning, descaling and backflushing.
- Scale, corrosion or any damage from water outside the specification below, or from failing to maintain filtration.
- Freezing damage.
- Use of the machine outside the use defined in its manual.
- Failure to follow the manufacturer's instructions.
- Damage during shipping or delivery.
- Theft, or damage from fire or explosion.
- Human error or misuse causing irreversible damage.
- Work carried out by a third party we have not authorised.
Water requirements
Proper filtration is a condition of your warranty. Scale is the single most common cause of failure in an espresso machine, and damage from untreated water is not covered on any machine we sell, at any price point.
This applies to plumbed-in and tank-fill machines alike. A tank machine filled from the kitchen tap will scale up exactly as a plumbed one does.
Where the manufacturer publishes a specification
Follow it. The brand's figures override ours, and a machine run outside them can have its warranty refused by the manufacturer regardless of what we would have accepted.
Where the manufacturer publishes nothing
Use our house specification:
| Measure | Target |
|---|---|
| Total hardness | 40 to 100 ppm as CaCO3 |
| Total dissolved solids | 75 to 150 ppm |
| Chloride | Under 30 ppm |
| Free chlorine | Under 0.05 ppm |
| pH | 6.5 to 8.5 |
Tap water across most of the GTA sits well above the hardness range, which is why filtration is not optional here.
Filters and replacement
A softening cartridge on a filter head handles hardness, chlorine and off-tastes in one unit. Cartridge size is chosen by how much water the machine actually puts through, not by the price of the machine, and a cartridge in a busy cafe is exhausted in a fraction of the time it would last at home.
Replace the cartridge on volume rather than on a calendar date. A flow meter fitted at the filter head tracks this for you and takes the guesswork out of it. Where no meter is fitted, we will give you an interval based on your expected volume at the time of purchase.
If you are unsure what your water looks like, send us a water report from your municipality or bring in a sample. We would rather spec the filter correctly up front than decline a scale claim two years from now.
Lost and stolen packages
We are not responsible for packages that go missing after a courier marks them delivered. What we can do depends on the order.
| Order value | What we offer |
|---|---|
| Under $350 CAD | Buy shipping insurance at checkout. Without it we cannot cover a loss. |
| Over $350 CAD | Signature on delivery is available at checkout. We still cannot be held liable for theft, but a signature makes a courier claim far easier to win. |
If your area has frequent delivery problems, call before you order and we will ship with signature required regardless of value. We recommend insurance as well.
Where a package is marked delivered and no signature was requested, we are not responsible for the loss. We will help you open a ticket with the courier, but the claim is resolved between you and them.
Price drops after purchase
See our Price Matching Policy.
Changes to this policy
This policy may change without prior notice. Check this page or contact our support team for the current version.
Every situation is a bit different. If yours doesn't fit neatly into anything above, get in touch and we'll work it out.
Thank you for choosing The Kitchen Barista & Gifts!
