Problems and Returns


Please take time to check out our returns policy before making a purchase online.

Our Policy

Returns will not be accepted unless your return has been authorised by us. You can find details of how to submit a return request further down this page.

Damaged, Missing, Defective or Malfunctioning New Merchandise

Please report damaged, missing, defective or malfunctioning merchandise immediately and no later than within 3 business days of delivery.

Damaged Merchandise

Items are carefully packaged to protect against damage during shipping. 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.

Missing Merchandise

If your order is missing or if items are apparently missing from your order, please report it to us immediately so we can track packages and replace the shipment if necessary.

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.

Returns and exchanges

If you have ordered the incorrect item or you have changed your mind, we may issue you with a credit if the goods are returned to us in accordance with the requirements set out below.

Please submit a return request outlining the reason for return.

  • Goods must be returned in a condition suitable for resale.
  • Goods must be returned to us in new and unused condition.
  • Goods must be returned with all original packaging.

Items that cannot be returned

We cannot accept for return any of the following: 

  • Goods that have been used.
  • Spare parts.
  • Goods where the sealed packaging has been opened.
  • Water filters where these have been removed from their packaging.
  • Any electrical spare-parts or component.

I need to return merchandise, how do I do it?

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.

Ship the item(s) to:

Espresso Machine Company
13 / 761 Great South Road
Auckland 1061