Returns are accepted up to 30 days from the date your order was delivered.
Items that are not eligible for return:
- Coffee
- Parts
- Accessories
- Cleaning products
- Filtration products
Initiating a Return
To initiate a return, please contact us via phone at 585-924-7170 during our business hours. Our dedicated team will provide you with repackaging instructions and set up a return authorization.
US Return Policy
For returns, there is a restocking fee of 5% of the item's purchase price. However, if you are exchanging your item for a product of equal or greater value, the restocking fee will be waived.
Canadian Return Policy
For customers in Canada, please be aware that we provide a return label for your convenience, and a 15% restocking fee will be applied to your return. This fee covers the cost of the return label and processing your return.
US - Shipping Your Return
You are responsible for covering the cost of return shipping and may choose whichever shipping service you prefer.
We strongly recommend insuring the package for its full retail value to safeguard against potential damage during transit. If the item is damaged during shipment, a full refund may not be possible.
Packaging Your Item(s)
It is your responsibility to package the item properly to minimize the risk of damage during transit. We suggest the following packaging methods:
Reuse the original manufacturer's packaging and shipping over boxes if available.
Use bubble wrap, molded/fitted styrofoam inserts, or rigid foam wrapping to cushion the item.
Avoid using inflated packing peanuts, airbags, flexible cardboard inserts, or materials weakened by moisture.
If you do not have the original packaging, you can purchase it from us for a cost of $40. Alternatively, ensure that you double-box the item and adequately cushion it on all sides with sturdy packing materials to prevent damage.
Refund Process
Once we receive your return package, our team will inspect the item. A refund will be issued to your original payment method, minus any applicable shipping, restocking, or damage fees (if any). We will notify you via email after we have received your items and processed your refund.
Credits for orders received in complete and good condition by our warehouse will be issued within 7 days of receipt and returned to the original form of payment.