Cancellation & Returns Policy

Last Updated: October 16, 2026

Return Rules Summary

• Return Window: Return requests must be submitted within 30 days of delivery. Returns are subject to eligibility and written approval.

• Notification: All cancellation and return requests must be submitted by replying directly to your original order confirmation email. 

• Authorization: Contact Kaldi and obtain written authorization and a Return Merchandise Authorization (RMA), when applicable, before returning any merchandise. Unauthorized returns will not be accepted.

• Shipping: Customers are responsible for all return shipping, freight, and insurance costs.

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

• Final Sale: Custom-roasted coffee, consumables, and designated specialty manufacturer equipment and parts are non-returnable, subject to applicable law.

• Refunds: Approved refunds are issued to the original payment method or as store credit, where applicable, less authorized fees and non-refundable costs.

1. Order Cancellations (Prior to Shipment)

Cancellation Requests: To request a cancellation, reply directly to your original order confirmation email. Phone requests and requests that cannot be linked to the original order will not be processed. A cancellation is not guaranteed until confirmed by Kaldi.

Processing Fee: All orders canceled prior to shipment are subject to a processing fee of 10% of the order total or $10, whichever is greater. This fee helps offset non-refundable merchant service charges and internal processing costs incurred when 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, materials, and associated costs.

Orders that have already shipped cannot be canceled under this section and are subject to the applicable return policy, if eligible.

2. Non-Refundable Items (Final Sale)

The following items are designated as Final Sale and cannot be returned, except where required by applicable law:

• Custom-Roasted Coffee: Coffee is roasted to order.

• Consumables: Smoothie mixes, syrups, and other consumable products. Opened accessories are also non-returnable.

• Specialty Parts: Parts designated by Astoria or other manufacturers as “All Sales Final,” along with other parts identified as non-returnable by the manufacturer or on the applicable product listing.

Manufacturer return policies and product-specific restrictions may change. If you are unsure whether a particular item is eligible for return, contact Kaldi before placing your order.

3. Equipment & Parts Returns

Commercial coffee equipment and manufacturer-supplied parts are subject to strict return eligibility requirements.

Eligibility Window: Return requests must be submitted within 30 days of delivery. Meeting this deadline does not guarantee that a return will be approved.

Prior Authorization: Returns are not guaranteed. Any exception to a manufacturer's return restrictions requires written approval from the manufacturer and a Return Merchandise Authorization (RMA), when applicable. Customers must receive authorization and return instructions before shipping merchandise back to Kaldi.

Manufacturer Policies: Return eligibility depends on the manufacturer's policies and the specific product. We make reasonable efforts to keep our return information current, but manufacturer policies and availability may change. If a manufacturer or part is not specifically addressed in this policy, contact Kaldi to confirm eligibility before purchasing or attempting a return.

Condition Requirements: Unless otherwise authorized in writing, approved returns must be in brand-new, unused condition and in their original packaging, with all included accessories and components. Items that have been used, installed, damaged, or returned incomplete may be ineligible for a refund or may qualify for a reduced refund, as permitted by applicable law.

Restocking Fee: Eligible returns of new-in-box equipment and parts are subject to a minimum 25% restocking fee. Any additional deductions must be disclosed and justified by applicable return conditions, manufacturer charges, or other authorized costs.

Shipping Costs: Original shipping charges are non-refundable, including shipping covered by free-shipping promotions. Customers are responsible for return freight, shipping, and insurance. Returned items must arrive undamaged and in the approved condition to qualify for a refund.

4. Defective, Damaged, Short, or Incorrect Merchandise

Please inspect your order promptly upon delivery. Visible damage, defects, shortages, or incorrect items should be reported within 24 hours of receipt, whenever possible, to help us document the issue and coordinate a timely resolution.

How to Report an Issue: Reply directly to your original order confirmation email at the earliest opportunity. Describe the issue in detail and include photographs, if applicable. Phone requests alone are not sufficient for documenting a claim.

Resolution Process: After receiving your report, our team will work with the manufacturer to determine the appropriate resolution. Depending on the circumstances and applicable warranty and legal requirements, this may include troubleshooting, repair, replacement, or another appropriate remedy.

The 24-hour reporting request is intended to facilitate prompt investigation and does not eliminate any rights or remedies that cannot legally be waived, including applicable rights concerning defective, damaged, or nonconforming merchandise.

5. Refunds & Credit Processing

For approved returns, refunds will be considered after the returned merchandise has been received and inspected.

Inspection and Verification: For equipment, the serial number must be verified against the original invoice when applicable. Returned merchandise must meet the approved return conditions before a refund is authorized.

Processing Time: Once an eligible return has been received, inspected, and approved, Kaldi will process the refund within 30 days.

Refund Method: Approved refunds will be issued to the original payment method or, where agreed upon, as store credit. Applicable restocking fees, original shipping charges, return shipping costs, manufacturer charges, and other properly disclosed and authorized non-refundable costs may be deducted, subject to applicable law.

Payment Provider Processing: After Kaldi processes a refund, your bank or payment provider may require additional time to post the funds to your account.

Leased or Financed Equipment: Equipment purchased through a lease or financing agreement is non-refundable under this policy and is not eligible for return or credit through Kaldi, except where required by applicable law or the terms of the applicable financing agreement. Questions about financing obligations should be directed to the financing provider.

6. Exchanges

Exchanges are not guaranteed and depend on the product, manufacturer restrictions, and availability. Contact us before returning an item to inquire about possible exchange options. Do not ship an item back without first receiving authorization and instructions.

7. Applicable Law

Nothing in this policy is intended to limit any rights or remedies available to customers under applicable consumer protection laws, warranty laws, or other laws that cannot legally be waived or restricted. Where applicable law conflicts with this policy, the applicable law will govern.

8. Contact Us

To request an order cancellation, initiate a return, inquire about return eligibility, ask about an exchange, or report damaged or defective merchandise, please reply directly to your original order confirmation email.

For accurate order identification and documentation, all order-related requests must be submitted through the original order confirmation email. Please do not send a separate email or rely on phone calls for cancellation, return, or merchandise claims.