Return Policy
At Coffee Lovers Warehouse, we are committed to providing you excellent service and helping you find the machine that best suits your needs. Included below are our policies which govern shipping damage, exchanges & returns and warranties. If you have any questions on these policies, please don't hesitate to contact us.
Delivery Policy (Within 5 Days of Delivery)
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to Returns@CoffeeLoversWarehouse.com and we will process an insurance claim on your behalf.
Please report damaged, missing, defective or malfunctioning merchandise immediately and no later than 5 business days of delivery. Damaged Merchandise Items are carefully packaged to protect against damage during shipping. Please thoroughly inspect your package when it arrives for any shipping damage. If an item appears to be damaged, do not attempt to use it and notify us immediately so that we can begin the claims process with the shipping vendor.
Missing Merchandise:
Please note that we often ship orders in multiple packages. However, if items are apparently missing from your order, please report it to us immediately so we can track packages and replace the shipment if necessary. Defective or Malfunctioning New Merchandise If any item is not working properly or if a consumable item was received expired, please contact us immediately so that we can send a replacement. All replaced items will have a new 5 day return window extended to it, or the remainder of the return window from the original purchase, whichever is longer. We strive our best to help troubleshoot any issues with your new machine! Please be ready to provide documentation of the defects to better help us process your return or replacement as well as to assist in the troubleshooting process.
Exchange and Return Policy: Purchases via the Phone or Website:
Phone or website purchases are eligible for return within 30 days of the ship date. Shipping and handling fees will not be reimbursed; if you selected Free Shipping during checkout, we will deduct our original shipping and handling fees from your overall refund. How to Request an Exchange or Return You must first obtain a Return Merchandise Authorization (RMA) number from us for your exchange or return to be accepted.
Merchandise Return Eligibility
ALL orders that are returned must be returned with a Return Merchandise Authorization number (RMA) or they will be denied. To start a return please contact our Customer Service Returns team: Returns@CoffeeLoversWarehouse.com and they will initiate the process. You will be provided with a RMA that is valid for up to 15 days and must accompany the item being returned.
An order from 30 days of delivery may qualify for a return, unless it is marked refurbished, used or clearance.
Please make sure the item is clean and dry before returning it. Any item that requires cleaning will incur a cleaning charge (based on extensiveness) which will be deducted from return credit. All parts, packaging, manuals and accessories must be placed and returned in original packaging. Item(s) must be shipped with an outer box. Do not ship just the manufacturer's item box. The returned item must not be damaged in any way (functional or cosmetic). Lack of an outer shipping carton will automatically result in a 30% restocking fee deducted from the credit.
**Please have your order number on-hand to help facilitate your return.**
Contact us via email: Returns@CoffeeLoversWarehouse.com
Let us know why you'd like to return the machine—we'll help you determine if there is an exchange that will better suit your needs. We will send an RMA e-mail to you with detailed instructions on exchanging or returning your merchandise.
Please review the merchandise-specific policies below to learn about what we can and cannot take back.
Non-Returnable Items
All items marked or deemed as “commercial” or for commercial use. This includes items in the collections of Commercial Brewers, Commercial Grinders, any Commercial Espresso Machines.
- Any cleaners or coffee.
- Orders outside of the 30-day return window. To calculate a return date, start from the order’s delivery date. There is no exception to this policy.
- Any item that has had the UPC bar code removed or altered. These must be intact to process a return. There is no exception to this policy.
Espresso Machine, Coffee Maker, Grinder, Roaster or Blender (all electric appliances):
Machines must be received in 'Like New' condition. If your equipment arrives in this condition, we will refund your original payment method the full purchase amount less our original shipping & handling costs. Equipment that is not received in this condition will be assessed for damage and may be subject to refurbishment fees.
Note:
Espresso machines that have been modified or customized (such as a self-installed PID or plumbing adaptation) are not eligible for return.
However, PIDs installed at the time of purchase by SCG, or those that have been factory installed by the manufacturer, are still eligible for return.
Free or Included Items:
We'll apply a full credit back on all unopened, unused free non-consumable accessories that are returned with the original machine. If you plan on exchanging the machine, feel free to hang onto these items instead of receiving new free accessories on your replacement machine.
Consumable Goods:
Unfortunately, due to quality control issues, we cannot accept any returns of consumable goods such as coffee, syrups or sauces. The cost of these will be automatically deducted on all returns.
Promotional Gift Cards included with purchase do not carry cash value. When the original purchase is returned, gift card balances will be cancelled and any redeemed value deducted from your final refund.
Non-Consumable and Accessory Items (non-electric):
We will take back unopened, unused non-consumable items. We will apply a credit to your original payment method in the amount of the price paid minus any shipping & handling costs, if applicable. Parts are not eligible for return.
Consumable Items:
Due to quality control and food safety issues, we are unable to accept returns on any consumable items including but not limited to cleaning supplies, coffee, filters, sauces, and syrups. Even if these items are still sealed, we cannot assume they are tamper-free once they are out of our hands.
What is 'Like New' Condition?
We're reasonable and understand that a machine used a few times isn't going to be absolutely perfect; however, it does need to be pretty close for us to sell it as a certified used machine to another customer. When returning a machine to us, please make sure that it will arrive to us in 'Like New' condition, which we define as the following:
- All Original Components Intact:
- You must return every original component of the machine, such as the original packaging, drip tray, portafilter, brew head (if removable), filter screens, filter baskets, user manuals, tampers, CDs, scoops, etc.
- Basically, if it came in the box, send it back.
- No Scratches, Dents or Stains: The machine and all components must be free of any surface marring.
- Thoroughly Cleaned: The machine, all parts and components must be absolutely clean and free of any coffee grounds, water and/or milk residues.
Returning an Item
Your order must be authorized for return before you can send it back to the warehouse. Any unauthorized returns may not be processed, will lead to delays in processing and could be subject to extra charges.
To initiate the Return process please contact our Customer Service team (returns@coffeeloverswarehouse.com) and they will be able to assist you with your return. Once given the RMA, please mark it on the outside of the box and place a copy inside for easier processing.
You are responsible for any return shipping costs and we highly recommend using quality service providers that provide tracing for shipments such as DHL, FedEx and UPS or any freight carrier. Please note, we are not responsible for any lost or damaged items in transit. Lack of an outer shipping carton will automatically result in a 30% restocking fee deducted from the credit.
Once the return is received a refund will be given and you will be credited for the item minus original shipping charges.
Unauthorized Returns
Your credit will incur additional charges should you return an item without being authorized and/or without a RMA number. Many of these charges can be avoided if you follow our Return Process.
For products that arrive without a RMA number, the product may not be accepted or returned-to-sender. Should the item be accepted a 10% restocking fee will be accessed and deducted from your credit.
Refused Delivery Policy
ALL items must be received unless marked damaged. Failure to receive items will result in a credit minus shipping to and from consignee address.
Cancellation Policy
All orders cancelled after 24 hours are subject to a 3% processing fee, whether or not your order has shipped. If product is in stock and processed a 3% processing fee will be applied. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
There is no fee for cancelling Pre-Order items as long as the items have not been processed for shipping.
