Refund policy

Returns

You can return an item within 30 days of delivery for a refund if it meets all of these conditions:

•         It is unused, and has not been installed or run.

•         It is in its original condition and packaging, with the original invoice.

•         It is not a consumable, a part or an excluded accessory.

How to request a return

1.       Use the Report an issue form on our site, or email customersuccess@espressosale.com, with your order number, the item, the reason for the return, and photos of the item in its original packaging.

2.       We reply within 1 business day and confirm whether the item is eligible.

3.       If it is eligible, we email you a Return Merchandise Authorization (RMA). It includes the RMA number, packing instructions, a prepaid return label, and the full cost of the return in dollars, before you ship anything.

4.       Write the RMA number on the box and ship it with the label we provide.

Returns sent without an RMA may be refused or delayed.

Return costs

Most of our products ship from our distributor in Italy, and returns go back there. International return shipping is expensive, so please review the costs in your RMA before you ship. Unless the return is due to our error, these amounts are deducted from your refund:

•         Return shipping: we provide the return label and deduct its cost from your refund.

•         Original shipping: the outbound shipping cost we paid, even if your order shipped free.

•         Restocking fee: at least 15% of the item price. Special-order and international items may carry a higher fee that reflects actual costs.

If the return is due to our error (wrong item shipped, or an item damaged or defective on arrival that we cannot resolve by repair), we cover the return shipping and no restocking fee applies.

Special orders, preorders and international shipments

Some products are ordered from our international suppliers on your behalf, so the supplier's terms apply:

•         Cancelling after we place the order with the supplier may carry a cancellation or restocking fee. We will tell you the amount before we cancel.

•         Returns follow the supplier's return window and timeline.

•         Shipping costs, import duties and customs fees are not refundable.

Damaged or defective on arrival: repair first

If your item arrives damaged, defective or incorrect, follow the steps and deadlines in our Shipping Policy: 24 hours for visible damage at delivery, and 3 days for concealed damage or an item that does not work out of the box. Include photos and a video.

If the item can reasonably be restored, we may repair it or replace the damaged part instead of accepting a return or issuing a refund. We will tell you the expected timeline. If it cannot reasonably be repaired, we will offer a replacement or a refund. This does not limit any manufacturer warranty that also applies.

Items we cannot accept for return

•         Machines or grinders that have been used, installed or run beyond inspection or testing.

•         Consumables, parts and certain accessories.

Warranty coverage may still apply to these items. See our Warranty Information page.

Refunds

We inspect returned items within [X] business days of arrival and tell you whether the refund is approved. Approved refunds go to your original payment method within 5 business days, minus the amounts listed under Return costs. Your bank may take a few extra days to post it.

Refused or undeliverable shipments

If you refuse a shipment, or the carrier returns it as undeliverable (for example, an incorrect address, repeated failed attempts, freight delivery not scheduled, or customs refusal), it is treated as a customer-initiated return. These amounts are deducted from your refund:

•         The restocking fee.

•         The original outbound shipping, even if your order shipped free.

•         The return freight, plus any redelivery, storage or other carrier charges.

•         For international shipments, any customs fees, duties or storage charges.

We will notify you when an item cannot be delivered. If you do not reply with delivery instructions within 24 hours, we will process the refund as described above and close the order.

Disputes

If you are unhappy with an order, please contact us first at customersuccess@espressosale.com. We ask for 5 business days to investigate before you open a dispute with your bank or card issuer.

A payment dispute does not replace a return under this policy. If a dispute is decided in your favor while you still have the product, you remain responsible for returning it through the RMA process or for its value. We may seek to recover the product, its value and reasonable collection costs, including attorneys' fees, as permitted by law. Disputes opened without contacting us first, or before the 5 business days have passed, are still subject to the restocking fee and RMA requirement.