Please take time to check out our returns policy before making a purchase.
Change of mind returns
We understand - mistakes happen, or the product is not quite right. If that happens we are here to make things easy. Here is how change of mind returns work:
✅ If your item is unused and still has all the the original packaging*
We can offer you a store credit, minus a 20% restocking fee (based on the invoiced amount).
You will need to contact us within 7 days of delivery and the product must be returned in perfect condition, including all the original packaging. The item must arrive back to us free of damage. You are responsible for return freight.
❌ If the item has been used or installed
Unfortunately we are unable to accept it back for return.
❌ Spare part returns
We only sell new spare parts - for this reason we are unable to accept returns on spare parts if you've made an error during purchase or simply changed your mind. Please check carefully before ordering spare parts and these cannot be returned.
* Change of mind returns do not apply to the following brands and products - including Jura, Rancilio, Profitec, Kaffelogic, Water Filters, Coffee. We are unable to accept return of these products.
Need help with a return? Please reach out to customer support via email: hello@espresso.co.nz
Damaged items - please let us know within 3 business days of delivery
We take great care to ensure your order arrives in pefect condition - but if something does not look right we will help to get it sorted.
Please inspect items before signing for the delivery
Please carefully inspect your package for damage when it arrives before signing for the item. If an item appears to be damaged, do not sign for it and notify us immediately and no later than within 3 business days of delivery so that we can begin the claims process.
If your item arrives damaged - do not sign for the delivery
If you notice damage at the time of delivery - do not sign fror the item. Inform the courier driver of the damage, they may take the item away for assessment.
If you notice damage after delivery, do not install or use the item, contact us as soon as possible within 3 working days.
Do not use the items
If your product arrives damaged, do not install or use the item, contact us as soon as possible within 3 working days.
What happens next
We will request photos of the damaged delivery. Photos need to include clear pictures of the item, the damage, and packaging, to properly assess the situation and provide a suitable solution.
Need to report a damaged delivery? Please reach out to customer support via email: hello@espresso.co.nz
Missing items from order - please let us know within 7 days of delivery
If there are items missing from your order let us know so we can get it sorted. Please reach out to our sales team via email: sales@espresso.co.nz
Missing orders
If you were expecting an order and it has not yet arrived - it may still be in transit or it may have gone astray.
If your order has not arrived
Please check the shipment tracking information as the package may still be in transit. You should have received an email with shipment tracking infrmation - this is often a separate email to your order confirmation.
Your order has not arrived - but status shows delivered
Please contact the courier company using the tracking information.
Please check the shipment tracking information as the package may still be in transit. For some delivery destinations your package may be handed off to a final service provider for delivery. This handoff may show as a completed delivery.
Faulty products
Defective or malfunctioning new merchandise
If you believe your goods are faulty, please contact us immediately so we can assist you. Where goods are faulty we will endeavour to replace these as soon as possible. Please
Spare part returns
We only sell new spare parts - for this reason we are unable to accept returns on spare parts if you have made an error during purchase or simply changed your mind. Please check carefully before ordering spare parts and these cannot be returned.
Return process
All returns must be authorised by us before the item is returned. Returns will not be accepted unless your return has been authorised by us.
If you purchased your product via our website
Login to your account and select the order that you want to return.
Log a return request.
When the return is authorised, please ship it back to us using a tracked courier. We are unable to receive regular mail at our location.
Returning the product
Please pack the product back into its original packaging. We must receive all original packaging. Please pack it carefully.
We recommend using tracked, signature required courier for all returns.
Please return the item(s) to:
Espresso Machine Company
ATTN: Returns
Unit 13 / 761 Great South Road
Penrose
Auckland 1061
If you purchased your product in store
Please reach out to customer support via email: hello@espresso.co.nz to start the process.
Please detail the product you would like to return, your proof of purchase.
We may ask for photos of the item(s) before return in approved.