Return and Cancellation Policy
We want you to be completely satisfied with your purchase. If something isn't right, our customer service team is here to help — reach us at support@coffeeionado.com or via our contact page. For full details on all return procedures, fees, and conditions, see our Terms of Sale.
Before You Begin
All returns require a Return Merchandise Authorization (RMA) number issued by our customer service team before sending anything back. Returns received without an RMA may be refused or subject to additional fees. RMA numbers are valid for 15 days from issue and will not be provided by phone — please contact us in writing via email or our contact page.
Standard Returns — Home and Non-Commercial Equipment
Eligible standard equipment may be returned within 30 days of delivery subject to the following:
- Item must be in like-new condition — clean, dry, fully assembled, with all original parts, accessories, packaging, and manuals included
- Serial number must be intact and match the original invoice
- UPC barcode must not be removed or altered
- Item must be shipped in an outer carton — do not ship in the manufacturer's box alone
- Refurbished, used, clearance, and special order items are not eligible for return
Upon satisfactory return, a refund will be issued to the original payment method minus:
- Original shipping charges
- Return shipping charges
- Restocking fee of up to 40%
- Any applicable cleaning or refurbishment fees
Exchanges are expedited — notify us before returning if you'd like to exchange rather than refund.
Non-Returnable Items
The following are not eligible for standard return:
- Commercial equipment outside the commercial return-request window described below
- Any commercial espresso machine that has been installed or where installation has been attempted, including connection to a water supply, drain, or electrical supply — regardless of whether installation was completed successfully
- Items returned outside the applicable return window
- Items with removed or altered UPC barcodes
- Cleaning agents, coffee, and consumables
- Items marked refurbished, used, open box, or clearance
- Special or factory-ordered items
Commercial Sales
Commercial equipment has a shorter, condition-based return process. Return requests must be made within 5 business days of delivery and are subject to approval by Coffeeionado. To be considered, equipment must be unused, uninstalled, and returned in its original packaging with all accessories and materials included.
Commercial espresso machines that require installation may be considered for return before installation begins, subject to the conditions above. Once installation has begun or been attempted — including connection or attempted connection to a water supply, drain, or electrical supply — the machine becomes a final sale and is not eligible for return, exchange, or refund.
If commercial equipment arrives damaged, defective, or incorrect, please contact us promptly. Coffeeionado may arrange repair, replacement, exchange, parts support, or another appropriate resolution depending on the issue and applicable warranty or carrier claim.
Approved commercial returns are subject to applicable restocking fees plus shipping and handling charges. See our Terms of Sale for full commercial return conditions.
Unauthorized Returns
Returns received without a valid RMA number may be refused. If accepted, unauthorized returns are subject to a restocking fee of up to 40% plus all applicable shipping charges. Issuance of an RMA is not a guarantee of refund — all returns are subject to inspection.
Cancellations
Orders cancelled within 24 hours of placement and before shipment are subject to a 3% processing fee to cover non-refundable payment processing costs.
Orders cancelled after 24 hours but before shipment are also subject to the 3% processing fee.
Once an order has shipped, cancellation is no longer possible — the order must be returned under the applicable return process and all associated shipping and restocking fees apply.
Special and factory-ordered items may be subject to cancellation fees of up to 50% regardless of shipment status. See our Terms of Sale for full details.
Pre-order items may be cancelled at no charge provided they have not yet been processed for shipment.
Refused Delivery
Refusing delivery of an order will result in a credit minus shipping costs to and from your location plus applicable restocking fees. Freight carrier storage and redelivery fees resulting from a refusal are the customer's responsibility.
Governing Terms
This policy is a summary. Full return, exchange, and cancellation terms — including like-new condition requirements, packing instructions, damage claims, and commercial procedures — are set out in our Terms of Sale. In the event of any conflict, the Terms of Sale and Terms of Service govern.