Refund policy

Espresso Outlet LLC Returns, Cancellations, and Refund Policy

At Espresso Outlet LLC, we strive to provide high-quality espresso machines, grinders, and accessories while ensuring a fair and transparent process for returns, cancellations, and refunds. This policy is designed to balance customer satisfaction with the practicalities of handling specialized equipment. Please review the details below, which apply to all orders placed on our website. By making a purchase, you agree to these terms.

Quick guide: Eligible home espresso machines and grinders may be returned within 30 days of delivery, subject to the condition requirements below. Ordinary sale-priced new items follow the same eligibility rules; clearance sale and other listed exclusions do not. Start all returns and cancellations through our support form.

For a damaged, defective, or incorrect item, choose the relevant support category so we can assess the appropriate remedy. Customer-preference return fees do not replace the damaged/defective-item process or your legal rights.

Delayed or Unshipped Orders

If we cannot ship within the promised time, applicable U.S. law may require a delay notice (check for updates to product pages in red), if you don't consent to the delay you can request a cancellation and a prompt full refund. Where a full refund is required for a delayed or unshipped order, no cancellation, processing, or restocking fee applies. These rights also apply to preorders. A revised product-page estimate does not by itself establish your consent to a delay, you can request the cancelation at any point.

Coffee Orders

Roasted coffee and green coffee orders cannot be canceled or returned. They are fulfilled by our roaster partners. If coffee arrives damaged or the wrong item is delivered, submit a support ticket with your order number and photos so we can investigate. This restriction does not limit remedies required by law.

For Orders in the United States

Order Cancellations

  • For eligible unshipped orders, submit a support ticket as soon as possible and select cancellation. Include your order number and the items you want to cancel. A submitted request is not a confirmed cancellation; we will check fulfillment status and confirm the outcome. Coffee orders are excluded as described above.
  • A 3% convenience fee applies to customer-requested cancellations of orders over $300 to cover processing and administrative costs, except where a full refund without fees is required by law. See the delayed-order exception above.
  • For standard orders that have already shipped, a cancellation request is treated as a return if the product is returnable under this policy. Commercial equipment involving an installer follows the commercial cancellation provision below. Cancellation is not guaranteed once fulfillment begins; submit your request as soon as possible.
  • Commercial Equipment and Installation Orders: For commercial equipment ordered with bench testing or installation services, a 20% cancellation fee applies once that work or fulfillment has begun. This replaces the standard 3% cancellation fee. This includes a commercial machine that has shipped to an installer even if installation at the customer’s location has not yet occurred. Installation status does not mean the order is still unshipped. This provision does not apply to an ordinary preorder solely because it is a preorder, or where applicable law requires a full refund without fees.

Returns and Exchanges

  • Time Frame: You have 30 days from the date of delivery to initiate a return or exchange for eligible items.
  • Eligible Items: Home-use espresso machines and grinders are eligible, provided they are in like-new condition. This means minimally used (a few test shots are acceptable), thoroughly cleaned (free of coffee grounds, water, milk residue, scratches, dents, or stains), and returned with all original packaging (very important), accessories, manuals, and components intact.
  • Process:
    • Submit a return ticket here https://espressooutlet.com/pages/phone-and-contact  with your order number, reason for return, and photos of product cleaned and packaged back up in all original packaging.
    • We can provide repackaging and draining instructions if necessary to ensure safe shipment, but in general make sure the product is clean and make sure that it is packaged in all original packaging. Products shipped without original packaging are prone to shipping damage. You are responsible for properly packaging the item to avoid damage in transit. You will be responsible for any damage due to improper packaging.
    • Wait for our return authorization and return address before shipping. Then ship the item back using a traceable and insured carrier (e.g., UPS or FedEx). We recommend insuring for the full value, as we are not responsible for lost or damaged returns.
  • Exchanges: Exchanges for items of equal or greater value are available within the 30-day window. The restocking fee may be waived for exchanges, but you are responsible for shipping costs both ways.
  • Conditions and Fees:
    • Customer pays all return shipping costs.
    • Products returned in clean, like new condition will not have a restocking fee. For items not returned in this manner, a restocking fee of 10-20% of the item price may apply, depending on the item's condition upon inspection (e.g., higher fees for unclean, damaged, or incomplete returns).
    • For customer-preference returns, original outbound shipping and handling costs are non-refundable and will be deducted from the refund, including the actual outbound shipping cost when the order qualified for free shipping. This deduction does not apply where this policy or applicable law requires a refund without shipping deductions.
    • If the item requires cleaning, repair, or replacement parts due to improper return preparation, additional fees on top of the restocking fee (up to 20% of the purchase price) may be deducted.
  • Exceptions (Non-Returnable Items):
    • Commercial espresso machines, grinders, or equipment are not eligible for customer-preference returns. Report delivery damage within five business days of receipt by submitting a support ticket with photos; do not call. For palletized LTL freight, inspect the packaging before signing and note visible damage on the delivery receipt or bill of lading. Keep all packaging for the claim.
    • Parts, accessories, consumables (e.g., coffee beans, cleaning supplies, filters, syrups), even if unopened, due to quality control and safety reasons.
    • Open box, certified pre-owned, factory blemished, “as-is,” or clearance sale items. An ordinary sale price or promotional discount does not by itself make an otherwise eligible new item non-returnable.
    • Customized or modified items (e.g., self-installed upgrades like PIDs).
    • Gift cards, promotional items, or bundles (if partially returned, the bundle discount may be reversed).
    • Items purchased for testing multiple options with the intent to return extras.
  • Arrival Damage, Defects, or Missing Parts: Report these issues within five business days of delivery by submitting a support ticket with your order number and photos of the issue, packaging, and shipping label. Do not call; we need the ticket and photos to review the issue. Keep the packaging for inspection. For a covered arrival issue, we will provide a prepaid return label and repair, replace, or refund the item at no additional cost, excluding user-induced damage. This reporting period does not shorten the warranty for defects that arise later or limit your legal rights.

Refunds

  • Refunds are issued to the original payment method after we receive and inspect the returned item, typically within 7-10 business days.
  • The refund amount will be the original purchase price minus any applicable restocking fees, original shipping costs, and deductions for incomplete or damaged returns.
  • Processing times for your bank or credit card company may add 3-5 business days.
  • For holiday purchases (orders placed between November 1 and December 24), the return window is extended to January 31 of the following year.

For International Orders Outside the United States

Espressooutlet.com accepts U.S. orders. For international purchases, use our sister website, TurinGrinders.com. The return, cancellation, refund, and warranty terms published on that website apply to orders placed there. Please identify the website of purchase when requesting support for an existing order.

General Notes

  • This policy does not affect your statutory rights under applicable US consumer protection laws.
  • Warranty coverage is separate from a customer-preference return. See our Warranty Terms and the warranty included with your product. The 30-day return window does not shorten an applicable warranty. For warranty claims, contact us for assistance.
  • We may update this policy and post the revised terms here. Updates do not retroactively reduce the return or refund rights included with an existing order or rights provided by applicable law.
  • For questions or to initiate a return/cancellation, please initiate a return or cancellation support ticket here: https://espressooutlet.com/pages/phone-and-contact .

Thank you for choosing Espresso Outlet LLC. We appreciate your business and are here to help make your espresso experience exceptional!