Cancellation Policy

CAFFETECH CANADA

ORDER CANCELLATION, RETURNS, REFUNDS, BUYER RESPONSIBILITY & CHARGEBACK POLICY

Purpose

CaffeTech Canada is a specialty supplier of commercial and prosumer espresso equipment, grinders, water treatment systems, coffee brewers, parts, accessories, and technical services.

The products we distribute often involve manufacturer allocations, special-order procurement, technical installation requirements, warranty obligations, freight handling, non-recoverable payment processing costs, and specialized support requirements.

This policy establishes the terms governing:

  • Order cancellations

  • Refund requests

  • Return requests

  • Warranty claims

  • Pre-orders and special orders

  • Shipping responsibility

  • Payment disputes and chargebacks

  • Buyer responsibilities

  • Vendor-directed order cancellations

These policies are intended to ensure fairness, preserve product integrity, maintain manufacturer compliance, and protect both customers and suppliers.

1. Commercial Standard of Sale

CaffeTech Canada operates as a specialty commercial equipment supplier and authorized service provider.

Customers are expected to complete all necessary due diligence prior to purchase, including confirming:

  • Equipment suitability

  • Product specifications

  • Electrical requirements

  • Plumbing requirements

  • Water quality requirements

  • Installation requirements

  • Space requirements

  • Compatibility with existing equipment

Our staff are available to assist customers prior to purchase.

Failure to seek guidance prior to purchase does not constitute grounds for cancellation, refund, exchange, return, or chargeback.

All transactions remain subject to the terms outlined in this policy and applicable law.

2. Customer Directed Order Cancellations & Official Communications

Cancellation Requests

All cancellation requests must be submitted in writing to:

admin@caffetech.com

Live chat conversations, text messages, social media communications, voicemail messages, verbal requests, or communications sent to individual employees do not constitute formal cancellation requests.

Cancellation requests become effective only upon written acknowledgement by CaffeTech Canada.

Official Customer Communications

To ensure proper tracking, documentation, investigation, and response times, all customer communications relating to:

  • Order cancellations

  • Return requests

  • Refund requests

  • Warranty claims

  • Shipping damage claims

  • Missing items

  • Product concerns

  • Service requests

  • Order disputes

  • Payment disputes

  • Chargebacks

  • Freight claims

must be directed to:

admin@caffetech.com

Communications sent to other channels may not be monitored for customer service purposes and shall not constitute formal notice to CaffeTech Canada.

This includes, but is not limited to:

  • Replies to automated order confirmations

  • Replies to shipping notifications

  • Replies to payment receipts

  • Marketing email addresses

  • Employee direct email addresses

  • Live chat systems

  • Social media messaging platforms

  • SMS or text messaging

  • Voicemail messages

Customers are responsible for ensuring that communications requiring action are submitted to the designated address above.

Response times, reporting periods, warranty notification periods, damage claim periods, cancellation deadlines, and return request timelines shall be calculated from the date and time a communication is received by admin@caffetech.com.

Customers are responsible for retaining proof of submission and any acknowledgement received from CaffeTech Canada.

Cancellation Fee

Orders cancelled after payment has been processed are subject to a 3.5% cancellation and administrative fee calculated on the original transaction value, including freight charges.

The fee reflects:

  • Non-refundable merchant processing costs

  • Accounting costs

  • Administrative handling

  • Vendor processing charges

  • Transaction management expenses

Exchanges

Exchanges involving merchandise of equal or greater value may be treated separately from cancellation requests and may not be subject to cancellation fees.

Additional conditions may apply.

3. Pre-Orders, Deposits & Special Orders

Estimated shipping dates are estimates only and are subject to manufacturer production schedules, inventory allocations, customs processing, freight availability, labour disruptions, weather events, transportation delays, and other circumstances beyond CaffeTech Canada's control.

Special-order merchandise, custom-order merchandise, deposit orders, and pre-orders may not be cancellable once procurement, allocation, production, or shipment has commenced.

Applicable cancellation fees remain in effect.

4. Delivery Inspection Requirements

Customers are encouraged to inspect all merchandise immediately upon delivery or pickup.

Claims involving:

  • Freight damage

  • Missing items

  • Incorrect shipments

  • Visible defects

  • Packaging concerns

must be reported in writing within 24 hours of delivery.

Claims submitted after 24 hours may be denied.

5. Evidence Preservation

Customers alleging shipping damage, shortages, defects, product condition concerns, or packaging concerns must preserve:

  • Original packaging

  • Shipping cartons

  • Freight materials

  • Shipping labels

  • Pallets

  • Protective materials

until the matter has been reviewed.

Failure to preserve evidence may limit the ability of CaffeTech Canada, manufacturers, freight carriers, insurers, or payment processors to investigate a claim.

6. Manufacturer Defects & Warranty Claims

Claims relating to manufacturing defects must be reported as soon as reasonably possible.

After delivery, equipment becomes subject to the applicable manufacturer's warranty program.

Where appropriate, CaffeTech Canada may facilitate:

  • Technical support

  • Troubleshooting

  • Warranty review

  • Repair authorization

  • Parts replacement

Buyer dissatisfaction, preference changes, compatibility concerns, installation errors, operational misunderstandings, perceived value concerns, or buyer's remorse do not constitute manufacturing defects.

7. Return Merchandise Authorization (RMA)

No merchandise may be returned without a written Return Merchandise Authorization ("RMA") issued by CaffeTech Canada.

Customers requesting a return must first contact:

admin@caffetech.com

and provide sufficient information to allow CaffeTech Canada to review the request, including, where applicable:

  • Order number;
  • Customer name;
  • Product description;
  • Serial number (if applicable);
  • Reason for the request;
  • Photographs where requested; and
  • Any other documentation reasonably required.

Unauthorized returns, refused shipments, or merchandise returned without an approved RMA may be refused and returned to the sender at the sender's expense.

The issuance of an RMA does not constitute approval of a refund, exchange, warranty claim, or credit. An RMA exists solely to permit CaffeTech Canada to inspect and evaluate the returned merchandise.

8. Return Eligibility

Where CaffeTech Canada, in its sole discretion, authorizes a return, all approved merchandise must satisfy the following minimum conditions:

  • Be new, unused, and uninstalled;
  • Remain in original manufacturer packaging;
  • Contain all original accessories, manuals, tools, documentation and protective materials;
  • Retain all factory labels and serial number identification;
  • Have no evidence of installation, calibration, electrical connection, plumbing connection, programming, testing or operation;
  • Be free of scratches, dents, damage, contamination, smoke odours, coffee residue, scale, water exposure, cleaning chemicals or excessive handling;
  • Be in resalable condition as determined solely by CaffeTech Canada.

Products that fail to satisfy these conditions may be refused, reclassified as Open Box merchandise, or be subject to deductions from any approved refund.

9. Open Box Classification

Products that have been:

  • Opened beyond normal inspection;
  • Unsealed;
  • Assembled;
  • Installed;
  • Powered on;
  • Connected to electrical power;
  • Connected to water or plumbing;
  • Programmed;
  • Calibrated;
  • Tested;
  • Seasoned;
  • Used for beverage preparation; or
  • Otherwise placed into service,

may no longer qualify as new merchandise.

Such products may be reclassified as Open Box inventory and become ineligible for return or subject to substantial reductions in any refund due to depreciation, repackaging, inspection, testing and resale costs.

The determination of Open Box status shall be made solely by CaffeTech Canada following inspection.

10. Replacement Parts – Final Sale

All replacement parts supplied by CaffeTech Canada are Final Sale, unless otherwise required by applicable law.

Replacement parts are technical service components intended for repair, preventative maintenance, warranty service and safety-critical applications.

Once a replacement part leaves CaffeTech Canada's possession, it is generally impossible to determine whether it has been:

  • Installed or partially installed;
  • Electrically energized;
  • Exposed to water, steam, pressure, coffee oils, scale, chemicals or contaminants;
  • Modified, calibrated or disassembled;
  • Damaged during installation or removal; or
  • Otherwise compromised in a manner not detectable through visual inspection.

Because the condition and integrity of returned replacement parts cannot reasonably be verified, CaffeTech Canada does not return such components to inventory or resell them as new merchandise.

Accordingly, replacement parts are not eligible for cancellation, return, exchange, refund or store credit solely because:

  • The incorrect part was ordered;
  • The part is no longer required;
  • A different diagnosis is reached;
  • A technician changes the repair strategy;
  • Duplicate parts were ordered;
  • The customer changes their mind; or
  • The repair is not completed.

Customers remain solely responsible for verifying compatibility prior to purchase, including manufacturer part numbers, equipment model, serial number, electrical specifications and technical suitability.

Where CaffeTech Canada supplies an incorrect part due to its own fulfillment error, or where a manufacturing defect exists, appropriate warranty remedies may be available.

11. Non-Returnable Merchandise

Without limiting the Replacement Parts – Final Sale Policy contained in Section 10, the following merchandise is generally considered Final Sale and is not eligible for return unless otherwise required by applicable law:

  • Commercial espresso machines;
  • Commercial coffee grinders;
  • Commercial brewing equipment;
  • Water treatment systems and filtration media;
  • Custom-built products;
  • Special-order products;
  • Pre-order products;
  • Deposit orders;
  • Cleaning chemicals and consumables;
  • Water filter cartridges;
  • Demonstration equipment;
  • Open Box merchandise;
  • Certified Used equipment;
  • Clearance merchandise;
  • Products discounted more than ten percent (10%) from regular retail pricing; and
  • Any product expressly identified as Final Sale.

Residential and prosumer equipment may be considered for return only with prior written approval and remains subject to every condition contained within this policy.

12. Buyer's Remorse & Discretionary Returns

Requests based upon buyer's remorse are strongly discouraged.

Examples include:

  • Change of mind;
  • Preference changes;
  • Budget changes;
  • Purchasing a different model elsewhere;
  • Incorrect customer selection;
  • No longer requiring the equipment;
  • Delayed installation;
  • Change of business plans.

Any discretionary approval remains entirely at the sole discretion of CaffeTech Canada.

Approval of one discretionary return shall not constitute a waiver of this policy nor create any obligation to approve future requests.

Where approved:

Within 48 Hours

Refunds may be reduced by:

  • Minimum 10% restocking fee;
  • Merchant processing fees;
  • Outbound freight;
  • Return freight;
  • Inspection charges;
  • Repackaging costs.

Between 48 Hours and 10 Days

Refunds may be reduced by:

  • Minimum 20% restocking fee;
  • Payment processing fees;
  • Freight costs;
  • Inspection charges;
  • Repackaging costs;
  • Depreciation where applicable.

Beyond 10 Days

Returns will generally not be accepted.

Store credit or trade-in consideration may be offered solely at the discretion of CaffeTech Canada.

13. Inspection & Refund Approval

No refund shall be approved until CaffeTech Canada has completed its inspection.

Inspection may include:

  • Verification of serial numbers;
  • Product authentication;
  • Cosmetic inspection;
  • Functional testing where appropriate;
  • Verification of accessories;
  • Verification of packaging;
  • Review for evidence of installation or use;
  • Manufacturer consultation where required; and
  • Any other inspection deemed reasonably necessary.

Following inspection, CaffeTech Canada reserves the absolute right to approve, reduce or deny any refund request based upon the condition of the returned merchandise.

Inspection findings shall be final.

14. Refund Processing

Approved refunds will be issued to the original method of payment.

Refunds may be reduced by any applicable:

  • Cancellation fees;
  • Merchant processing fees;
  • Restocking fees;
  • Outbound freight;
  • Return freight;
  • Inspection costs;
  • Repackaging costs;
  • Missing accessories;
  • Damage assessments;
  • Depreciation;
  • Any other applicable charges permitted under this policy or applicable law.

Approved refunds are typically processed within two (2) business days following final approval.

Posting times remain subject to the customer's financial institution and payment processor.

No refund shall be payable until:

  • All required merchandise has been received;
  • Inspection has been completed;
  • Any manufacturer review has concluded where applicable; and
  • The final refund amount has been determined by CaffeTech Canada.

15. Manufacturer Testing & Quality Assurance

Certain products may undergo manufacturer testing, calibration, software configuration, operational verification, or quality assurance procedures prior to packaging.

Such procedures may result in:

  • Minor residue

  • Calibration markings

  • Inspection records

  • Software logs

  • Operational verification records

These indicators do not, by themselves, indicate prior ownership, commercial use, refurbishment, demonstration use, or that the merchandise was sold as used.

16. Chargebacks & Payment Disputes

Customers are encouraged to provide CaffeTech Canada with a reasonable opportunity to investigate and resolve concerns prior to initiating a chargeback or payment dispute.

Failure to follow the communication procedures outlined in this policy, including submission of claims, disputes, or requests through the designated communication channel, may be considered when responding to payment disputes, chargebacks, warranty claims, return requests, or refund requests.

CaffeTech Canada reserves the right to provide:

  • Delivery confirmations

  • Tracking records

  • Correspondence

  • Photographs

  • Serial number records

  • Warranty records

  • Service records

  • Affidavits

  • Manufacturer documentation

  • Freight records

  • Inventory records

  • Internal transaction records

in defense of any payment dispute.

Customers may be required to make merchandise available for inspection, return, collection, or recovery prior to reimbursement being considered.

Where merchandise remains in the possession, custody, control, or use of the customer, CaffeTech Canada reserves all rights available under applicable law to recover merchandise, recover losses, recover collection costs, and pursue available legal remedies.

17. Refund Processing

Approved refunds are processed to the original method of payment after inspection and approval.

Refunds may be reduced by applicable:

  • Cancellation fees

  • Restocking fees

  • Payment processing fees

  • Freight costs

  • Inspection charges

  • Repackaging charges

  • Missing component charges

  • Damage assessments

Approved refunds are typically processed within two business days. Posting times are subject to the policies and processing schedules of the customer's financial institution and payment processor.

18. Vendor Directed Order Cancellation Policy

CaffeTech Canada reserves the right to review, hold, decline, or cancel any order that does not meet operational, compliance, fraud prevention, territorial, warranty, inventory, payment verification, manufacturer, or vendor requirements.

This includes, but is not limited to:

  • Fraud prevention concerns

  • Remote or high-risk shipping destinations

  • Unauthorized discount code usage

  • Expired quotations or draft orders

  • Inventory discrepancies

  • MAP policy violations

  • Warranty compliance concerns

  • Geographic restrictions

  • Duplicate or suspicious purchasing activity

  • Prior chargeback abuse

  • Unauthorized repair concerns

  • Vendor allocation constraints

  • Payment verification failures

Refunds issued under vendor-directed cancellations may remain subject to applicable non-recoverable fees where permitted by law.

19. Business practice 

CaffeTech Canada maintains documented inventory controls, serial number tracking, separate storage for demonstration/open-box inventory, documented warehouse fulfillment procedures, and ships merchandise only from authorized inventory acquired through authorized Canadian distribution.

20.Governing Law & Jurisdiction

This policy, all transactions with CaffeTech Canada, and any dispute arising from the purchase, sale, delivery, servicing, warranty, return, cancellation, refund, or use of products supplied by CaffeTech Canada shall be governed by and interpreted in accordance with the laws of the Province of Alberta and the federal laws of Canada applicable therein.

To the fullest extent permitted by applicable law, customers agree that the courts of the Province of Alberta shall have exclusive jurisdiction over any dispute, claim, action, proceeding, or controversy arising out of or relating to any transaction with CaffeTech Canada.

Customers agree that any legal action, claim, proceeding, or dispute shall be commenced and maintained in the Province of Alberta.

Where applicable, the parties agree to first attempt to resolve disputes through direct communication and good-faith negotiation prior to commencing legal proceedings.

Nothing in this section limits any rights that cannot legally be excluded under applicable consumer protection legislation.

Final Authority

CaffeTech Canada reserves the right to interpret, apply, amend, and enforce this policy as reasonably necessary to protect customers, manufacturers, suppliers, and the integrity of the brands we represent.

For all matters relating to this policy, customers must contact:

admin@caffetech.com

CaffeTech Canada – Trusted Since 1992

Precision. Experience. Integrity.