Returns/Refunds

Your complete satisfaction with your purchase is 100% guaranteed. If for any reason, you decide not to keep your merchandise, Total Espresso will accept returns/exchanges within 30 days of delivery. 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 $20 administrative fee.  If the item was shipped for free, our shipping cost will be deducted from the refund. All items should be returned in a “Like New” condition and in its 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 a 20% re-stocking fee.  

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. 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.

How to request a return/exchange

You must first obtain a Return Merchandise Authorization (RMA) number from us before your item is accepted. Contact us via email (info@TotalEspresso.com) and let us know why you'd like to return the machine.  We will send an RMA email to you with detailed instructions on exchanging or returning your merchandise, including the shipping address to send it to.  This RMA will be valid for 15 days from date of issue.  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.

Commercial espresso machines and grinders are excluded, as are items sold “as is”.  For these exceptions, all sales are final.

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 of the free milk pitcher deducted.  In other words, the discount and sales price of the items kept will be deducted.


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 merchandise return to process.


Cancellations
All orders canceled after order confirmation e-mail is sent but before shipment are subject to a $20 administrative fee. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges, as well as, a $20 administrative fee.

Note: Before shipment most or all espresso machines and grinders are removed from packaging and tested. This is done to ensure that they arrived without damage from overseas shipment and to add to or modify packaging for shipment. Many machines are also bench tested. 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 22 April 2018