Refunds /Return Policy And Buyer’s Remorse

CaffeTech Canada operates on an All Sales Final Basis. Ensure that a high end espresso equipment is a purchase you are committed to. Transaction fees and shipping costs are extremely expensive and unrecoverable by CaffeTech Canada. 

If you are not completely satisfied with your purchase from CaffeTech Canada within the first 14 days of receiving your purchase we will provide you with a full refund less any credit card processing fees unrecoverable by CaffeTech Canada ,  All related  shipping costs ( To and From)  will also be at the customer’s expense.(See Shipping for conditions). A 10% restocking fee will apply to compensate for the Machine becoming "used".

 If you wish to return your purchase within 15 days of receiving it, a reasonable 20 % restocking fee will be deducted from your refund. Return shipping will also be at the customer’s expense.

Returns submitted after 15 days and up to 30 days after receipt maybe traded in for at least 50% of their purchase value.

In all cases, all products must be returned complete with all packaging and accessories. An additional  25% restocking fee will be applied in all cases of missing packaging. Missing accessories or parts will be billed at market rates and may or may not be subject to labour charges. 

Pre- Orders : All Pre-orders can be cancelled for a Full refund if the order is cancelled within 24 hours ( business days) . After 24 hours of your pre-order has elapsed - then a refund less any credit card processing fees unrecoverable by CaffeTech Canada will be issued.

Exemptions

-Commercial Equipment

-Customized, made-to-order, or otherwise special-order items

-Accessories

-Cleaning products

-Parts

 Parts

Parts orders will be fulfilled based on the customer's requests. If available, an electronic parts schematic will be provided to the customer and the chosen parts—as represented within the schematic provided—will be sent out as per the customer's requests.

All parts sales are final.

As we strive to provide a more intuitive interface for the selection of parts on our website, we have so made the decision to limit the availability of our technicians for casual consultation. We are happy to field questions of clarification or concern regarding parts selection. But any questions requiring the know-how of our technicians will only be fielded within a billable time allotment, bookable in half-hour increments. These technician consultations carry no guarantee of results.

PRICING

Caffetech does not provide sales pricing outside specified promotions; differences between regular and sale pricing on items will not be credited to customers who purchased said item outside of a promotion period. Caffetech is also unable to issue raincheques for out of stock sale items.

SHIPPING

Although Caffe Tech may arrange transport for the customer, Caffe Tech does so merely for the convenience of the customer. The responsibility of the goods transferred to the shipping company once the goods transfer into the shipping Company's possession.

  • Caffe Tech will not use any other couriers at the request of the customer or bill to a third party account.

  • Insurance is mandatory! And will be placed on all items and the associated charge of the insurance will be processed at the same time that the product(s) costs are charged. INSURANCE IS INCLUDED IN THE COST OF THE SHIPPING.

  • All orders (including Equipment, Parts, Coffee) shipped have a tracking number available. You will be notified by electronic mail of your tracking number.

  • Items that are "Drop Shipped" may not have an accompanying tracking number. Please contact info@caffetech.com 

Shipping may be included as specified on the web site. All pricing that includes shipping is for continental Canadian bound shipments. Out-of-bound destinations may not qualify. International orders bound from Canada will be subject to additional shipping charges by international courier. Small parcel shipment costs destined outside Canada may be calculated by visiting Canada Post. Note that if the regular postal service is chosen, Caffe Tech Canada will not be responsible for items lost.

DOMESTIC ORDERS

Customers are responsible for all shipping and any other delivery fees associated with delivery of the package unless otherwise specified.

  • Caffe Tech reserves the right to choose the appropriate method and carrier for shipping.
  • Caffe Tech is not responsible for delivery of the package once it leaves our facility. That responsibility falls on the shipping company.
  • Caffe Tech does not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
  • Orders will be shipped with verification of shipping costs at the time that the order is processed.
  • Customer is responsible for all return ship costs involved with defective merchandise.
  • All shipping methods may require up to an additional 7 days to allow for packaging, processing, and pickup delays
INTERNATIONAL ORDERS

All packages shipped outside of Canada are considered international. In some cases, where machines are shipped to or transported outside of Canada, warranties are the responsibility of the Manufacturer or Manufacturer's agent.

  • Customers are responsible for all shipping, customs fees, brokerage fees and any other delivery fees associated with delivery of the package.
  • Caffe Tech reserves the right to choose the appropriate method and carrier for shipping.
  • Caffe Tech is not responsible for delivery of the package once it leaves our facility. That responsibility falls on the carrier.
  • Caffe Tech does not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
  • All shipping methods may require up to an additional 7 days to allow for packaging, processing, and pickup delays

Orders will be shipped with verification of shipping costs at the time that the order is processed. The cost does not include customs fees, brokerage charges or any other associated fees, which are the sole responsibility of customers at time of delivery. Should these fees not be collectible at the time that the package is delivered and the fees are billed back to the CT - then CT reserves the right to charge the customer for the resulting charges.

Customers are responsible for all return ship costs involved with defective merchandise.

DELIVERY TIMES

Typically at CT we attempt to send out all orders within 2 business days and will do our best to insure your product is sent out promptly. We cannot guarantee any delivery dates or times in transit.

EXCEPTIONS TO FREE SHIPPING:

  • HEAVY MACHINES : All orders that are deemed to be Free Shipping are considered to be under the Weight of 70 lbs +/- 5 Lbs and at the discretion of CaffeTech Canada.  Machines that require special Handling like Full one Group Commercial Machines, GS3's etc are required to transport By Truck and Power Tailgate. These circumstances that require special Handling are outside of the Allowable " Free Shipping" noted on the Web Site.  

  • BEYOND DESTINATION: An additional charge will be applied where the origin or destination point is deemed by The Courier to be remote or is not serviced directly by the Courier  Please contact Caffetech for details. Those customers living in remote areas should not be surprised by such charges as they would be regularly dealing with additional shipping charges -living in such remote places.  

SHIPPING DAMAGE

It is the responsibility of the customer to receive the equipment and inspect the package for any neglect or damage resulting from the transport company. Noticeable signs may include discolouring of boxes, holes, indentations in the styrofoam and other soft material packing. Please note the damages on the signed copy of the waybill and ensure that the driver clearly understands that you are signing the goods as "Damaged Goods".

  • Call a shipping company representative and immediately notify the representative of the damages. Refer to the tracking number.
  • Call 780.414.1200 and inform CT of the Damages; this must occur within 5 business days.
  • Test the machine and ensure that internally the machine has not been damaged.
  • Should the machine be damaged then the shipping representative must have an inspection agent (or employee) come out to view and report the damages. Typically. 8-10 Business Days.

Upon acceptance of the damages (usually the form of claim number) and following compensation paid to the customer, (which could take between 3 and 5 weeks) then a replacement machine will be sent out with shipping charges included.

Note: no replacement machines can send out without full payment being received for the replacement machine. Compensation of the damaged machine is the responsibility of the shipping company.

The Machine must eventually be sent back or dealt with in some fashion with the Transport Co. It is very important to ensure that you keep all packaging (boxes, shipping labels, peanuts, etc.). In the event of a Damaged Shipment, you should call the shipper. Purolator or Canada Post is normally used.

SHIPPING INSURANCE

Insurance is mandatory! You will be charged for shipping at the time of checkout. In most cases insurance is included.

PACKAGING

Damage resulting from manufacturer's packaging, or lack thereof, will not be the responsibility of CT. Double boxes for certain products will be implemented at the discretion of Caffe Tech.

DEFECTIVE MACHINES

Machines may be termed "defective" within the first  day after delivery. After 1 day has passed, the machines will fall under warranty repair. THIS IS RARE !

If your machine seems to not be working properly call 780.414.1200. The initial contact helps clarify what the problem may be. Email is an effective form of contact. Please refer to your invoice/order number.

In the event that the machine is defective or problematic, it is at the discretion of CT to decide whether the items shall be brought to the nearest authorized service centre for further clarification or determination. CT may request that the machine be sent back to the Caffe Tech location.

If the machine is deemed "defective" by the CT Authorized Service Centre then CT will issue a pick up in cooperation with the customer. Once received, defective merchandise will be exchanged for the same merchandise only. Credit towards another product of greater or equal value may be considered but not guaranteed. All credits must be redeemed within 90 Days. Cash refunds will not be given!

Note: Customer is not responsible for all return ship costs involved with defective merchandise.

Additional Conditions for Defective Machines:

  • You will be charged a 20% restocking fee if all packaging and parts are not returned in good condition. This includes instruction booklets, original boxing and parts. This charge normally covers the cost to replace the items and the time incurred in doing so.
  • All other brands will be sent back to the manufacturer and are subject to their own policies.
  • If upon return to either Caffe Tech or the manufacturer, the machine is deemed non-defective, the customer will incur all related shipping costs.
  • Customers will not  be responsible for the freight costs associated with the return of the defective product. The choice of shipping method will be at the discretion of Caffe Tech Canada.
  • Customers are responsible for properly packaging merchandise to be returned. including double boxes as the items were originally delivered. 

 All deemed defective machines must be finally determined by a qualified service technician at the CT service facility. Please understand that the policies are rigid because these machines contained and sold on caffetech.com are tested under extreme conditions and it is very rare that machines are defective. 

PARTS ORDERS

Parts orders will be based on the customer's requests. If available an electronic parts schematic will be provided to the customer and the chosen parts(BASED ON THE SCHEMATICS NORMALLY FOUND UNDER TECHNICAL SPECIFICATION UNDER THE PRODUCT)  will be sent out as per the customer's requests. Technical assistance through the service center will be limited when parts are being replaced. If the customer does not have the technical knowledge on replacing specific parts, then they should not be attempting the work, but rather should contact a qualified service center in their area. Caffe Tech will not spend countless hours over the telephone on conveying service info and technical knowledge under any circumstances.

Products that require direct water application (DWA) will be sold complete with fittings and necessary hardware to make the installation as easy as possible. All fittings and related costs will be additional to the cost of the product purchased. In the event the customer has little mechanical knowledge then a certified mechanical company should be contacted. In the instances where DWA is required; Caffe Tech will offer assistance in this regard.

ALL SALES ARE FINAL! EXCEPTIONS OF RETURNS OR REFUNDS ARE AT THE DISCRETION OF CAFFE TECH CANADA!

 

GENERAL NOTES WARRANTY - CUSTOMER CARE

All warranty coverage, in either the manufacturer warranty or the comprehensive warranty, covers all manufactured defects but Caffe Tech Canada will not be responsible for defects which are determined to have been caused by customer neglect( coffee oil build up, misuse or mis operation, which can include hard water scale deposits). Caffe Tech Canada offers an array of Descaling  and cleaning products on the website (please click here to view our offerings); furthermore it is the responsibility of the customer to ensure that proper back flushing and descaling is done on a regular basis.

STANDARD MANUFACTURER WARRANTY

All online purchases of any equipment carry a one year standard manufactured parts warranty.  The warranty is FOB the Caffe Tech Canada Location. The warranty is a parts warranty only and does not include labor. This applies to all outside Sales of the Central CaffeTech Canada Location. This is a one year standard manufacturer parts warranty for all products with the exception of products like Baratza where the warranty is handled by the manufacturer.

The one-year warranty starts at the time that the equipment was purchased. Your purchase date will be recorded and given delays In shipping, extensions to the warranty period will be granted at the discretion of Caffe Tech Canada.

AT THE DISCRETION OF CAFFE TECH CANADA WE MAY APPOINT A SERVICE PROVIDER IN YOUR AREA TO CARRY OUT THE LABOUR DETAILED IN THE WARRANTY. 
IN SUCH CASES THE SERVICE DEPARTMENT AT CAFFE TECH CANADA WILL WORK TO ARRANGE THE APPOINTMENT. HOWEVER, IT WILL BE THE CUSTOMER’S RESPONSIBILITY TO ENSURE THAT THEIR MACHINE IS BROUGHT TO THE SPECIFIED LOCATION FOR BOTH SERVICE AND PICK UP, UPON THE COMPLETION OF SERVICE.

COMMERCIAL ESPRESSO EQUIPMENT WARRANTY

All commercial warranties will be handled through the Sales and Service Department  of Caffe Tech Canada.

For more details on this class of warranties and their application please contact feel free to contact us at sales@caffetech.com with the subject line “Extended Warranty Inquiry”.

 PERSONAL INFORMATION

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.