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.

For Orders in the United States

Order Cancellations

  • Orders may be cancelled prior to shipment by submitting a support ticket via https://espressooutlet.com/pages/phone-and-contact as soon as possible
  • A 3% convenience fee will apply to cancellations for orders over $300 to cover credit card processing and administrative costs. This fee is non-refundable. Contrary to popular belief, vendors (us) do not get credit card processing fees back from the card processing companies when we refund orders.
  • If your order has already shipped, the cancellation request will be treated as a return and subject to the returns policy below. We cannot guarantee cancellations for orders processed quickly, so please contact us as soon as possible.
  • Special orders, customized items, or pre-orders may incur higher fees (up to 20%) if cancellation is requested after processing has begun.

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.
    • 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).
    • Original shipping and handling fees are non-refundable and will be deducted from your refund, even if the original order qualified for free shipping.
    • 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. If any damage occurs during shipping on these items, damage must be reported within 5 days of receipt. For items shipped on a pallet via TLT service, please inspect the packaging prior to signing for it. If you see any sign of damage, please notate it on the bill of lading prior to signing for it. Without this it is difficult to get shipping insurance.
    • 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, clearance, "as-is," or sale items.
    • 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.
  • Damaged or Defective Items: Report any damage, defects, or missing parts within 5 business days of delivery. Retain original packaging for inspection. We will provide a prepaid return label and either replace, repair, or refund the item at no additional cost, excluding user-induced damage.

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

No returns for international orders and once we have shipped the order, there are no order cancellations. Order cancellations can be requested, but even if the order tracking hasn't been updated the order may have shipped. International orders may sometimes ship via bulk carrier to destination country and clear customs in bulk and tracking may not necessarily update until UPS, DHL, Fedex or other carrier has the product in the customers country. Warranty for international customers is parts only warranty, but we can certainly try to assist in any fixes via email or other communication method. Parts warranty does not include shipping cost of the parts.

General Notes

  • This policy does not affect your statutory rights under applicable US consumer protection laws.
  • Warranty coverage is separate from this policy and is provided by the manufacturer or Espresso Outlet LLC as detailed on product pages. For warranty claims, contact us for assistance.
  • We reserve the right to update this policy at any time; changes will be posted on our website.
  • 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!