CaffeTech Canada – Refunds, Returns & Buyer Responsibility Policy

Overview:

1. Commercial Standard of Sale

CaffeTech Canada operates as a commercial equipment supplier and authorized service provider, offering specialized espresso equipment, parts, and technical support.

As such, all sales are final.

We do not operate as a trial, rental, or approval-based retailer. Customers both commercial and residential are expected to complete all necessary due diligence prior to purchase, including confirming:

• Equipment suitability
• Technical specifications
• Installation requirements
• Electrical and water compatibility

Our team is available to assist prior to purchase. Failure to seek guidance does not constitute grounds for return.

2. Defective Equipment & Order Issues

All claims for damage, shortage, or defect must be reported within 24 hours of delivery.

• Claims submitted beyond 24 hours will not be accepted
• All original packaging must be retained for inspection and claims processing
• Manufacturer-directed claims (e.g., certain grinder brands) may be handled directly by the manufacturer

3. Return Requests (Strictly Limited)

Return requests are not standard practice and are reviewed only in limited circumstances.

All requests must be submitted to admin@caffetech.com within 48 hours of delivery and must receive written approval prior to any action.

Unauthorized returns will be refused.

4. Buyer’s Remorse & Discretionary Returns

Returns based on:

• Change of mind
• Preference changes
• Incorrect selection by the customer
• Post-purchase pricing perceptions

are strongly discouraged and not guaranteed for approval.

Where an exception is granted, the following structure applies:

Within 48 Hours of Delivery

Eligible for up to 90% refund, less:

• Credit card processing fees (non-refundable)
• All outbound and return shipping costs
• Minimum 10% restocking fee (based on list price)

48 Hours to 10 Days

• Minimum 20% restocking fee (based on list price)
• All shipping costs at customer expense

10 to 30 Days

• Return requests may be considered for trade-in credit only, up to 50% of original purchase value
• Subject to inspection and approval

5. Return Conditions

All approved returns must meet the following conditions:

• Product must be unused, uninstalled, and in original factory packaging
• All components, accessories, manuals, and packaging materials must be included
• Return shipping must be coordinated through CaffeTech Canada

Additional charges apply where:

• Packaging is missing → minimum additional 25% fee
• Components are missing → replacement and labour costs billed at current rates
• Evidence of installation, use, or damage → return refusal or forfeiture of refund

6. Inspection & Refund Process

No refunds, credits, or restocking determinations are issued until:

• The product has been received at a CaffeTech Canada designated warehouse
• A full inspection has been completed

All determinations following inspection are final

7. Non-Returnable Items

The following items are final sale with no exceptions:

• Commercial equipment
• Equipment purchased with deposit
• Custom, special-order, or made-to-order items
• Parts and electrical components
• Accessories and cleaning products
• Open box, certified used, or discounted items (10% or greater)

8. Parts & Accessories Policy

All parts and accessories are sold final sale.

• Products are supplied based on customer request and part identification
• Schematic diagrams may be provided as reference only
• Customers are responsible for confirming compatibility prior to purchase

Technical support is available through billable consultation only. CaffeTech Canada does not provide informal diagnostic or repair guidance.

9. Pre-Orders & Special Orders

• Order cancellations are subject to deduction of all non-refundable processing fees
• Special-order and pre-order parts are non-cancellable and non-refundable

10. International Orders

All international shipments are sold FOB (Freight On Board).

Customers are responsible for:

• Import duties, brokerage, and taxes
• Compliance with local electrical and mechanical standards

If a shipment is refused:

• All return shipping, duties, and brokerage fees are charged to the customer
• A 3.5% cancellation fee will apply

CaffeTech Canada is not responsible for:

• Compatibility issues (voltage, frequency, plumbing)
• Installation errors or resulting damage

11. Residential Customer Consideration

While certain products are marketed for residential use, they remain specialty equipment requiring proper setup, maintenance, and technical understanding.

Residential purchases are held to the same standards as commercial transactions, including:

• Final sale structure
• Return limitations
• Installation and compatibility responsibility

12. Policy Acknowledgement

By completing a purchase with CaffeTech Canada, the customer acknowledges and agrees to the terms outlined in this policy.