Terms & Conditions

1. 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. 

48 Hours Return Policy:

If you are not completely satisfied with your purchase from CaffeTech Canada within the first 48 hours of receiving your purchase we will provide you with a full refund less the restocking fee and credit card processing fees ( 3.5%) unrecoverable by CaffeTech Canada,  All related  shipping costs ( To and From)  will also be at the customer’s expense (See Shipping for conditions). A 20% restocking fee will apply to compensate for the Machine becoming "used". Theres no exceptions to the re-stock fees or the processing fees, they must be paid as part of the buyer's remorse. Restocking fees will be based on the list price of the item and not the sale price . The return order must be returned within 48 hours ( 2 business days) if you are a local customer and/or proof of return shipping must be provided within 48 hours in order to receive the lowest restocking fee of 20 %.  This restocking fee applies to the list price ( MAP)  not on sale price or discounts offered to end users or distributors. 

15 Day Return Policy:

If you wish to return your purchase within 15 days of receiving it, a reasonable 40 % restocking fee will be deducted from your refund. Return shipping will also be at the customer’s expense. Credit card processing fees ( 3.5%) will be applied to the return as this is unrecoverable by CaffeTech Canada, This restocking fee applies to the list price ( MAP)  not on sale price or discounts offered to end users or distributors. 

15 -30 Day Return Policy:

Returns submitted after 15 days and up to 30 days after receipt maybe traded in for at least 50% of their purchase value. No other consideration will be given but a trade in. 

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. Credit card processing fees ( 3.5%) will be applied to the return as this is unrecoverable by CaffeTech Canada, This restocking fee applies to the list price ( MAP)  not on sale price or discounts offered to end users or distributors. 

Returning merchandise in order to take advantage of reduced prices and promotions on similar or identical products at a later date would not constitute as a valid reason for a return. 

Finally, The discretion lies with CaffeTech Canada as to whether any of the buyer's remorse credits noted in our policy can be honoured once the returned equipment is inspected at the main CaffeTech Canada facility. This is required to insure equipment has not been abused given the grace allotted within 48 hours, 15 day and 30 day periods. 

Pre- Orders : All Pre-orders can be cancelled for a Full refund if the order is cancelled within 24 hours ( business days) . Credit card processing fees ( 3.5%) will be applied to the return as this is unrecoverable by CaffeTech Canada, 

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. We do not accept returns of any parts. We recommend qualified personnel undertake equipment repairs and that their aptitude and diagnostic skills are to a calibre that will insure correct parts ordering and successful outcomes. We cannot accept parts returns because we cannot warrant the resale of such parts once they’ve left the CaffeTech parts depot. Please do not purchase parts if you’re not qualified to diagnose the problem , choose the correct part nor perform the necessary repair . 

Electronic parts ordered and the associated diagnosis performed only by certified electronic technicians that can assess the electrical/ electronic circuit. WE DO NOT RECOMMEND END USERS WITHOUT QUALIFICATIONS TO PERFORM SUCH REPAIRS. 

As we strive to provide a more intuitive interface for the selection of parts on our website, we have made the decision to limit the availability of our technicians for casual consultation. Out of courtesy, We are happy to field questions of clarification or concern regarding parts selection. However, any questions requiring the know-how of our technicians will only be fielded within a billable time allotment and only with qualified personnel. These consultations carry no guarantee of results as without hands on testing and analysis it’s very difficult to assess the necessary diagnosis. 

Demonstration Models or Open Box merchandise 

Demonstration Models or Open Box merchandise are sold on a Final Sales Basis. There are no exceptions to this policy.

2. PRICING/PRICE MATCHING

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 "rain checks" for out of stock sale items.

Price matching is at the discretion of CaffeTech. All price match requests must be of the exact same items and of the exact same warranty coverage ( local customers with the value of a local service center to cover warranty service will not be granted similar pricing from dealers that do not have such local service value). Price matching will be based on cart items after all applicable taxes fro the vendor/retailer web site from which the price match is requested. 

3. 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 admin@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 based on the weight and value of the order. 
  
• 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
• international parts orders have a flat fee shipping cost and ship via the Canadian postal service. 

• Expect longer delivery times for international parts orders 

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 CaffeTech Canada 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:

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. If you are not completely satisfied how the equipment was shipped and see visible damage you must report such damage to CaffeTech Canada within the first 48 hours of receiving the equipment. 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 company. 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. 

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.

4. 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 - Extension 2.  The initial contact helps clarify what the problem may be. Email ( service@caffetech.com) 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 Main CaffeTech 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 CaffeTech 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 CaffeTech 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. 

5. 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 centre 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 centre in their area. CaffeTech 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; CaffeTech will offer assistance in this regard.

• international parts orders have a flat fee shipping cost and ship via the Canadian postal service. Expect longer delivery times for international parts orders. 

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

6. 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, cosmetic damage, 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”.

7. PERSONAL INFORMATION