Returns/Refunds

We want you to be completely satisfied with your purchase.  If for any reason, you decide not to keep your merchandise, Total Espresso will accept returns within 30 days of delivery. Make sure you keep all original packaging for the return. Upon receipt and inspection of the returned item, we will refund the full price of the item(s) excluding shipping and handling each way and a nominal 20% restocking fee. All eligible items should be returned in a “Like New” condition in their original packaging, with all original parts, manuals, videos, manufacturer-provided accessories and components intact. If any of these items are missing, you will be charged additional fees to replace those missing items. There are a few exceptions to this policy:

A “Like New” product is a lightly used item that has been removed from its box and used as intended by the manufacturer for a short period of time. All items, components, manuals, and packing materials must be returned in its original packaging. The product must be clean and dry upon arrival at Total Espresso. Any item returned to us that requires extensive cleaning will incur a cleaning deduction from the refund, or be refused. The product must not be functionally or cosmetically damaged in any way, that is no scratches, dents, or stains. Loose items must be secured to avoid movement in shipping for which the movement can cause damage while in transport back to us. There should be no damage to shipping containers, packaging material, etc. when returning. Be careful when removing machines and grinders from their shipping containers. We recommend that you take photographs to help you reassemble the package correctly should you ever need to return the merchandise for refund or warranty repairs at a later date. If you are experiencing issues with a machine, please see our section on Defective Merchandise under Shipping.  Please report damaged, missing, or defective merchandise immediately and no later than five (5) business days after receipt/delivery.

Serial Numbers – Serial numbers of a returned machine must match the serial number in our records, and the serial number sticker can not be removed or tampered with in any way. Any evidence of tampering will automatically null and void all return and refund privileges.

 

How to request a return


A full refund less any restocking, refurbishment, administrative fees, shipping and/or handling fees will be issued upon satisfactory return as follows.  All eligible returns require a Return Merchandise Authorization (RMA) number issued by a representative of Total Espresso via our contact page or email to info@TotalEspresso.com.  In the email, please state the item(s) to be returned, the reason for your return, and your invoice/order number. RMAs will not be issued via our toll-free order line. A representative will reply via e-mail which will provide detailed instructions on returning your merchandise, including the shipping address to send it to. This RMA will be valid for 15 days from date of issue. The RMA must be visible and printed as part of the outer box label only. DO NOT make any markings on the returned item's packaging. Use only clear tape to seal manufacturer's boxes. Use only white masking tape or blue painters tape to secure any items that may move around to cause damage during transport. You must ship returns via a courier that provides tracking such as UPS or FedEx, and provide Total Espresso with the tracking number. You will be responsible for paying the shipping costs for returning merchandise to us. If a returned item is lost or destroyed in transit, your account will not be credited for the return, and you will be responsible for obtaining reimbursement from the courier. Therefore we strongly recommend that you purchase insurance from the courier for returned items. 

Note: All water should be drained from internal boiler before shipping machines.  Your return must also be packaged with an outer carton exactly like the one we shipped to you. Lack of an outer shipping carton will automatically result in a 30% restocking fee deducted from the credit. Any damages in the return that result from improper packing or not securing loose items as when shipped to you will be assessed at full retail replacement value and deducted from any available credit, up to and including the full amount.

Refunds
All refunds for the returned item will be issued to the original form of payment (i.e., credit card, Paypal, Amazon Pay, Apple Pay, etc.). Refunds can take up to 30 days from our receipt of the returned merchandise to process.  

Discounted Package Deals, Customized Orders, Build-To-Order Packages, and Free Gift with Purchase Orders - Any eligible return item that is part of an order which included any discounts from a discounted package deal, customized order, build-to-order package, or a free gift with purchase may have those discounts reversed on the credit.  For example, if a package deal includes a free milk pitcher in a package with a $100 discounted grinder and an espresso machine, and only the espresso machine is returned, the credit will have the $100 discount and the sales price and shipping cost of the free milk pitcher deducted.  In other words, the discount and sales price of the items kept will be deducted.


Cancellations
All orders canceled after order confirmation e-mail is sent but before shipment will be subject to a six percent cancellation fee. If your order has shipped, you (the buyer) will also be responsible for actual shipping charges both ways, as well as, a $50.00 administrative fee.

Please Note: Before shipment most or all espresso machines and grinders are removed from packaging and bench tested. This is done to ensure that they arrived without damage from overseas shipment and to add to or modify packaging for shipment. Grinders may have some residue from testing upon arrival. Signs of opened packaging or grinds does not mean the product was returned or used by another customer.

Defective Merchandise

See our policy on Defective Merchandise under Shipping.  

Effective 3 June 2020