Refund policy

Cancellation & Returns Policy

Return Rules Summary

  • Window: Returns must be initiated within 30 days of delivery.

  • Shipping: The customer is responsible for all return freight and insurance costs.

  • Fees: A 25% restocking fee applies to all eligible equipment and parts returns.

  • Final Sale: Custom coffee, consumables, and specialty manufacturer equipment and parts are non-returnable.

1. Order Cancellations (Prior to Shipment)

  • Processing Fee: All orders canceled prior to shipment are subject to a minimum 9% processing fee. This fee offsets non-refundable merchant service charges and internal costs incurred the moment your order is placed.

  • Roasted Coffee Surcharge: If a coffee order is canceled after roasting has begun, a 50% surcharge applies to cover custom preparation and materials.

2. Non-Refundable Items (Final Sale)

The following items are strictly Final Sale and cannot be returned:

  • Custom Roasted Coffee: All coffee is roasted to order.

  • Consumables: Smoothie mixes, syrups, and opened accessories.

  • Specialty Parts: Parts from Astoria and certain other manufacturers are designated as "All Sales Final" by the manufacturer.

3. Equipment & Parts Returns

Because our products include specialized commercial equipment, we adhere to a strict return process:

  • Eligibility Window: Returns must be requested within 30 days of the delivery date.

  • Prior Authorization: Returns are not guaranteed. Any exception requires written manufacturer consent and a Return Merchandise Authorization (RMA).

  • Manufacturer Policies: We strive to keep our return list as current as possible, but manufacturer policies change frequently. If a specific manufacturer is not listed here regarding a part return, please contact us for more details.

Note on Specialty Parts: It is always best to assume specialty parts are non-returnable. In the rare event an exception is made, parts must be in brand-new, unused condition to qualify for a refund.

  • Restocking Fee: All eligible returns for new-in-box items are subject to a 25% restocking fee.

  • Shipping Costs: Original shipping costs (including those covered by "Free Shipping" promotions) are non-refundable. The customer is responsible for all return freight and insurance costs. Items must arrive undamaged to be eligible for a refund.

4. Defective Merchandise & Equipment

If you receive a defective part, piece of merchandise, or equipment, please follow these steps immediately:

  • Report the Issue via Email: Customers must reply directly to their original order confirmation email stating the exact nature of the issue. To ensure accurate documentation and timely processing, phone requests cannot be accepted for defective merchandise claims.

  • Resolution Process: Upon receipt of your email, our team will immediately begin the process to resolve the issue directly with the manufacturer on your behalf.

5. Credit Processing

Once an eligible return is inspected and the serial number is verified against your invoice:

  • Refunds will be processed within 30 days.

  • Refunds are issued to the original payment method, minus applicable restocking and shipping fees.