+61 3 7038 8300Refund & Return Policy
All of our equipment comes with a warranty. The warranty consists of:
- Espresso Machines and Grinders to be used for both domestic & commercial applications come with an RTB (Return To Base)
12 months parts warranty. - Used (Second Hand) Espresso Machines and Grinders to be used for both domestic & commercial applications come with
an RTB (Return To Base) 3 months parts warranty - Accessories and any other equipment we sell only comes with any warranty as dictated by the manufacturer
What should I do if I am having difficulties with getting my product to work?
If you are experiencing problems operating your product, we strongly recommend that you contact us. It is our experience that often
when customers believe the product they have purchased is faulty; it can usually be resolved with some basic ‘troubleshooting’. If you are unsuccessful after trying some troubleshooting, we can arrange a technician to attend a repair and any faulty parts will be covered under your warranty.
Product Assessment for warranty repair.
Once proof of purchase has been established, if the product fault can safely and clearly be determined, we will offer you either a refund, exchange or repair. The available remedy will depend on whether the fault amounts to a major failure. In some instances, we may need to consult with the manufacturer or importer to determine the fault and resolution. Most faults can be easily repaired within a reasonable time frame. We will not offer a repair or replacement if the product has been damaged by misuse or abuse. Examples include but are not limited to inadequately filtered water, lime scaling, corrosion due to high chloride ion concentrations in water, operator errors, unauthorised repair work or modification and fair wear and tear. Whist we understand that many clients would like a loan machine in the event of a warranty item, we regret that this service is not available. We prioritise all warranty work over general repair to ensure the most rapid service possible. When assessing product fault, it is up to you whether you would prefer to deal with Coffee Machine Warehouse or the manufacturer or importer directly. It may be more convenient for you to liaise with the manufacturer or importer directly (which may be more time efficient). You certainly have that option. We are happy to provide you with their relevant contact details to assist you.
Please note: When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt less any merchant fees and/or restocking fees.
RETURNS
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Please choose carefully as we do not normally accept return of goods where you have simply changed your mind or have chosen poorly. Should we decide to accept a return, a restocking fee of 30% + any credit card charges which we cannot recover is applied to all returns of items held in stock. Special order items or items customised for you cannot be returned. We cannot accept returns on new equipment that is now used equipment nor of equipment without packaging. Return freight to us is payable by you.
There are certain situations where only partial refunds are granted: (if applicable)
* Equipment with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Unfortunately if we have customised equipment to your specific needs, a refund is not applicable.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at avalon@coffeemachinewarehouse.com.au.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at avalon@coffeemachinewarehouse.com.au.
Shipping
To return your product, you should mail your product to: 1858 Princes Highway,, Clayton, VIC, 3168, Australia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
