At Espresso Coffee Shop, we are committed to providing high-quality espresso machines, grinders, and accessories to our customers worldwide. If you are not entirely satisfied with your purchase, we’re here to help.
Right of Withdrawal
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All customers, both within the EU and outside of the EU, have the right to withdraw from their purchase within 14 days of receiving the goods without giving any reason. This period starts from the day you receive your order.
To exercise your right of withdrawal, you must notify us of your decision to cancel the purchase within the 14-day period. You can do this by:
Please provide your order number and details of the items you wish to return.
Conditions of Withdrawal
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- The items must be unused, in the same condition that you received them, and in their original packaging.
- You are responsible for the cost of returning the goods.
- The shipping costs from ECS to the customer are not refundable in any case.
- We will process the refund within 14 days from the date we receive the returned items.
- A restocking fee of up to 15% of the product price may be applied to the refund for returns that are not due to defective or incorrect items.
Defective or Damaged Items
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In the unlikely event that you receive a defective or damaged product, we offer a full refund or replacement. For minor damages that do not affect the product's functionality, ECS will send the necessary replacement parts at no additional cost.
For customers purchasing form outside the EU, if ECS determines that the damage qualifies as minor, a full refund or replacement will not be available (it will be always available at the conditions of withdrawal listed above). Instead, ECS will provide the necessary replacement parts at no additional cost. Alternatively, if the customer prefers, the product can be sent for a warranty repair and will follow the same conditions as for warranty claims: the customer is responsible for the shipping costs to ECS, while ECS will cover the cost of repairs and return shipping at no additional charge.
Please notify us within 5 days of receiving your order, including a description of the issue. We will cover the return shipping and promptly arrange a refund or replacement at no additional cost to you. Items reported as defective or damaged more than 5 days after the delivery date (as indicated in the tracking details) will not be eligible for return and subsequent refund.
Shipping costs in case of refunds
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Please note that shipping costs will not be refunded in case of returns, except in cases where we sent a defective or incorrect product. This applies to:
- The original shipping cost from ECS to the customer.
- The return shipping cost from the customer to ECS.
Shipping costs in case of returns
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If you are returning an item because of an error on our part (e.g., wrong or defective product), we will bear the return shipping costs. However, for all other returns, the same terms and conditions will apply as in the case of refunds.
How to return an item
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Contact our customer service team with the contact details provided above to initiate the return process.
Package the item securely, ensuring it includes all original packaging and accessories.
Ship the product to the return address provided by our customer service.
Return Address:
Espresso Coffee Shop SRL
Via San Benedetto 45/B
35037 Teolo (PD)
Italy
Please note it is the customer’s responsibility to make sure the items arrive back at Espresso Coffee Shop. Any damages caused by improper packing will be deducted from the refund amount.
For customers purchasing outside of the EU, Espresso Coffee Shop won't be responsible for any import duties and taxes we will be charged from the italian customs office. They will be deducted form the total refund amount.
Refund Processing Time
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Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, refunds will be processed via the original payment method within 14 days of receipt of the returned item. Please note that a restocking fee of up to 15% of the product price may be deducted from your refund, depending on the condition of the returned items.
Exchanges
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If you wish to exchange an item, please follow the return process above and specify the product you'd like in exchange. Exchanges are subject to ECS' approval.
Defective or Damaged Items
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In the unlikely event that you receive a defective or damaged product, we offer a full refund or replacement.For minor damages that do not affect the product's functionality, ECS will send the necessary replacement parts at no additional cost. Please notify us within 5 days of receiving your order, providing details of the issue. We will cover the return shipping and promptly arrange either a refund or a replacement, ensuring no extra charges for you.
Exclusions
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Certain items are exempt from being returned:
- Perishable goods (such as coffee beans, if applicable)
- Gift cards
- Custom-made or personalized items
- Refurbished or demo products
