Return & Exchange

 

Situations where you want to return the products you bought from us happen. We offer a 90 day return policy to accommodate these situations. Don’t hesitate to reach out to us! We’re here to give you a great shopping experience.

Within 14 Days upon delivery:

If you received a defective machine / product, we will take it back and we will exchange it or give you a full refund. (Note: Please send us a video of the problem you’re having, we’ll check with our technician to confirm this is a defect then we’ll take the machine back). You need to let us know within 2 weeks.

If you do not like your new purchase and you opened the box, we will charge you a 20% restocking fee along with return shipping (the cost varies based on the size of the machine).

If you do not like your new purchase and you did not open the box, there are no restocking fees and we will only charge you for the return shipping cost.

If you buy a De’longhi machine from us (Canadian customers only), you won’t pay for restocking fees if you decide to return within 30 days after you receive your machine.

After 30 days upon delivery:

If you change your mind after 30 days of using your machine and the machine is just fine, we’ll take it back with a restocking fee of 30% and an extra 10% if the machine has been used

If its a defective machine issue, contact us and we’ll engage our warranty of labour and parts process where we’ll help you on parts and labour depending on the defect if its still within the timeline.

After 60 days upon delivery:

If you’re looking for an upgrade, reach out to us, we have some trade-in options and we’ll get you a good deal.

If the defect is still under your warranty’s timeframe, reach out to us to engage our warranty on parts and labour process.

We’re here to help, and we want you to have a good experience, so don’t hesitate to contact us.

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

• 35% - All Commercial Machines such as the Jura Giga X8 or the Lelit Giulietta X
• 0% - De’Longhi branded appliances within the first 30 days after you receive your machine.
• 20% - Most machines and appliances returned for preference reasons
• 30% - All orders returned without original box / packaging

All open box items you purchased from us are final sale.

Important note: We do not take returns of consumables that have been opened.

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.

Thank you for choosing The Kitchen Barista & Gifts!