Customer directed Order Cancellation & Refund Policy

 

At CaffeTech Canada, we proudly offer the convenience of credit card payments for all online transactions. As part of this service, CaffeTech absorbs non-reversible processing fees incurred through our payment gateway to provide customers with flexibility at checkout.

Cancellation Fees

Should a customer choose to cancel an order after processing, a non-refundable cancellation fee of 3.5% will be applied. This fee is calculated on the total original order value, including any custom shipping charges associated with the transaction.

This policy applies to all online orders, including equipment, accessories, and shipping services.

Pre-Order Shipping Estimates

CaffeTech Canada provides estimated shipping timelines for all pre-orders, based on manufacturer production schedules, international freight timelines, and customs clearance procedures.

While we strive to keep our customers updated, shipping delays are outside of CaffeTech Canada’s control and do not override our cancellation policy. All pre-order sales remain subject to the 3.5% cancellation fee if a refund is requested.

Customer Acknowledgement & Due Diligence

CaffeTech Canada encourages all customers to review their purchasing decisions carefully before proceeding to checkout. We advise customers to contact our sales team for clarification on specifications, timelines, or availability prior to placing an order.

Our agents are trained to share this cancellation and refund policy with customers upon request and throughout the sales process.

 

Refund Processing Timelines

CaffeTech Canada processes approved refunds within 2 business days, excluding statutory holidays.

However, the appearance of the refunded amount on your credit card statement is subject to your bank’s processing times and the policies of our third-party payment gateway.

CaffeTech Canada accepts no responsibility for delays caused by banking institutions. For updates on refund posting, please contact your card-issuing bank directly.

 

Important Notes:

1. CANCELLATION REQUESTS MUST BE FORMALLY SUBMITTED VIA EMAIL.

   Send your cancellation request to admin@caffetech.com.

   Live chat, phone calls, or voicemail messages do not constitute a formal request.

2. EXCHANGES ARE NOT CANCELLATIONS.

   Exchanges for equipment of equal or greater value are treated separately and are not subject to the 3.5% cancellation fee.

   Alternative terms and conditions may apply for exchange transactions.

Vendor-Directed Cancellation Policy

CaffeTech Canada reserves the right, at our sole discretion, to review, hold, or cancel any order that does not meet our operational, compliance, or verification standards. These measures protect our customers, our vendors, and the integrity of the brands we represent. Orders may be cancelled for reasons including, but not limited to, the following categories:

1. Fraud Prevention & Risk Management

Orders may be cancelled if flagged for fraud or potential fraud, including:

• Mismatched or unverifiable billing and shipping information
• Payment gateway fraud alerts
• Unusual purchasing patterns or multiple high-value orders
• Requests for shipment to third-party freight forwarders or unverified intermediaries

CaffeTech Canada may request additional identification to verify order legitimacy. Failure to provide verification may result in cancellation.

2. Remote, High-Cost, or Logistically Challenging Destinations

We may decline or cancel orders destined for:

• Remote regions where shipping costs are disproportionately high relative to order value
• Locations where insurance, delivery, or freight risks exceed acceptable thresholds
• Areas outside courier serviceability or where delivery attempts are repeatedly unsuccessful

In such cases, customers are typically offered a full refund or the option to arrange their own freight.

3. Unauthorized, Expired, or Stacked Discount Codes

Orders will be cancelled if discount codes are used:

• After expiry
• Due to clerical or system errors that incorrectly leave them active
• In combination (“stacked”) with promotions or discounts not explicitly authorized by CaffeTech Canada
• For products specifically excluded from promotion (e.g., MAP-protected items)

CaffeTech maintains strict enforcement of discount and promotional integrity. Use of external programs such as honey to derive expired codes will result in standard cancellation fees when refunding the order.

4.  Draft Orders & Administrative Fee Policy

 

All draft orders, estimates, and quotations issued by CaffeTech Canada are valid for 30 days from the date of issue. Draft orders older than 30 days are expired and invalid and cannot be honoured.

If a customer attempts to proceed using an expired, superseded, or invalid draft order, CaffeTech Canada reserves the right to reissue the order at current pricing and terms or cancel the transaction.

Where administrative processing, invoice re-issuance, payment handling, or cancellation is required, a 3.5% administrative and cancellation fee will apply. This fee is non-refundable once incurred.

Any re-issued invoice supersedes all prior drafts and constitutes acceptance of current pricing, policies, and terms upon payment.

 

5. Inventory, Availability, and System Errors

Orders may be cancelled when:

• Items are out of stock or discontinued
• An SKU appears available due to administrative or system error
• A vendor has allocated limited stock and CaffeTech is unable to fulfill all orders

Customers will be notified and refunded promptly should an inventory issue occur.

6.  MAP (Minimum Advertised Pricing) & Market Protection

To uphold brand standards and protect market stability, CaffeTech Canada may refuse or cancel orders from:

• Resellers known to violate MAP policies
• Companies engaging in price dumping or grey-market activity
• Customers attempting to circumvent authorized dealer policies

7. Warranty Compliance & Installation Requirements

CaffeTech may cancel orders where warranty eligibility cannot be assured, including when:

• The customer intends to self-install equipment requiring certified installation
• Water-quality standards (filtration, hardness limits, or BWT requirements) are not met
• The equipment is destined for an environment unsuitable for safe operation

Protecting warranty integrity is a core requirement for all equipment sales.

8.  Geographic & Cross-Border Restrictions

Orders may be cancelled if:

• The destination falls outside CaffeTech’s authorized sales territory
• The shipment is intended for international export
• The customer attempts to use freight forwarders to bypass territorial restrictions

Many manufacturers impose strict territorial protections that CaffeTech must honor.

9. Duplicate, Suspicious, or High-Risk Behavior

Orders may be cancelled when:

• The same customer places multiple identical high-value orders
• A single customer repeatedly submits and cancels orders
• The buying pattern resembles unauthorized resale or commercial brokering

10.  Chargeback Abuse & Customer Conduct Issues

CaffeTech reserves the right to refuse service and cancel orders from customers who:

• Have a history of unjustified chargebacks
• Engage in aggressive, abusive, or fraudulent communication
• Demonstrate repeated misuse of return, warranty, or service processes

11. Restricted Parts & Unauthorized Repairs

Orders for parts may be cancelled when:

• The part requires certified installation and cannot be sold for DIY repair
• The customer’s intended use risks damaging equipment or voiding warranty
• The customer has a history of unauthorized modifications or unsafe repairs

This is especially relevant for La Marzocco, Slayer, San Remo, ECM, and other premium brands.

12. Pre-Order Allocation & Vendor Constraints

For limited-production items, CaffeTech reserves the right to:

• Reallocate inventory based on vendor guidance
• Cancel pre-orders where stock cannot be guaranteed
• Prioritize customers based on purchase history or service needs

Refunds are provided immediately if allocations cannot be met.

13. Payment Verification Requirements

CaffeTech may place orders on hold for payment verification. If the customer does not provide the requested verification within a reasonable timeframe, the order may be cancelled and refunded.

 

Notification & Refunds

Should an order be cancelled for any of the reasons above, CaffeTech Canada will notify the customer promptly and issue the appropriate refund 

Final Notes

This policy exists to:

• Uphold the integrity of our brands
• Ensure fair and consistent treatment of all customers
• Maintain safe, responsible, and compliant distribution practices
• Protect both customer and vendor from fraudulent or improper transactions

CaffeTech Canada reserves the right to update or amend this policy at any time to reflect operational requirements, vendor agreements, or market conditions.

For further clarification or assistance, please contact our administration team at admin@caffetech.com.

CaffeTech Canada — Trusted Since 1992

Precision. Experience. Integrity