Return Policy
RETURNS & REFUNDS FOR NEW MACHINES & ONLINE ORDERS
We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order within 30 days of purchase we are happy to take back the product and issue you a refund for your purchase.
Products can only be returned if they are still in their original ‘Like New’ condition (See Ref 1) and packaging. Assuming the product is returned to us without damage and is fully functional. We will issue a refund less a 10% restocking fee and the cost of return shipping.
Request your Return Authorization Number by emailing service@kanencoffee.com with a detailed reason for return and pictures or a video of the product that supports your reason. Upon approval, you will receive the RA# and the address of the closest warehouse where you can mail the product you would like to return.
The customer is responsible for the cost of return shipping.
The customer is responsible for a 10% restocking fee.
To assure your refund please use trackable mail service, we will not be responsible for lost or missing packages. We also recommend insuring your package and following the packing guidelines of the shipper. We are not responsible for damage to your product in shipping.
Upon the receipt of your package, your products will be examined. If there are without damage and fully functional a refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
LATE OR MISSING REFUNDS
Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us
How long does delivery take?
All orders take 1-2 business days to process. Transit time takes 2-10 days. If your order hasn’t arrived in the estimated delivery times, please contact our support team at service@kanencoffee.com
(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
Can you provide me with a tracking number?
All tracking numbers will be emailed to the customer as soon as the tracking information becomes available.
I've entered the wrong shipping address, can I change it?
If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.
We should not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically process orders and just follows what you supplied.
Can I cancel my order after it has been placed?
Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped we will issue a full refund.
Product Care
Grinders: Coffee grinders, including those built into super-automatic espresso machines, are intended to grind unflavored whole coffee beans only. The use of any grinder (unless specifically stated in our product detail pages) for flavored coffee beans, other food products, or regrinding the grinds will render the coffee grinder (if applicable, an espresso machine with a built-in grinder) as a non-refundable, non-returnable final sale. If a grinder product is returned with evidence of flavored coffee or other food products, the customer assumes the responsibility for all costs to receive back the grinder. Otherwise, in 30 days, the grinder will be considered abandoned.
Dishwasher / Machine Wash: All products are NOT microwave or dishwasher safe unless otherwise noted.
What should I do if my product was damaged in shipping?
Damages In Transit: Common Carrier (i.e. UPS, FedEx, USPS, DHL) – All non-palletized orders/shipments are properly boxed and insured for delivery by a common carrier to your address. Please inspect your package when you receive it from FedEx, UPS or USPS. All claims for damages and shortages must be made within 5 business days of receipt of merchandise as the first five days of reporting proves to have the highest percentage of damage claims to be paid by the carriers.
Box Damage – If you notice any apparent damages to the outer carton (i.e. gashes in the box, box severely crushed, internal packaging leaking, peanuts, or creased corners), please alert the driver/carrier and make a damage notation with your signature.
Concealed Damages (UPS, FedEx, and USPS only) – If you notice any concealed damages from shipping, please call us within 5 business days of receipt.
Packaging – Make sure that you keep all packaging (boxes, shipping labels, peanuts, etc…) as the respective UPS. FedEx or USPS inspector will need to inspect the package. Failure to keep and return all packaging will null and void all applicable return, exchange, and refund privileges.
If your equipment order has arrived with visible damage, please do NOT use the merchandise. Once used, the carrier, as well as you, will deem the shipment as “accepted and acceptable” or “used”, and the carrier will not issue a claim number nor pay for any damages. If there is no visible damage to an espresso machine, please check the operation of the machine with water only to inspect for internal damages which would show water leakage. In the case of water leakage, please call us within 5 business days and please unplug equipment. If there is no physical damage to a coffee grinder, please turn it on without coffee to inspect for any strange noises. We can not issue a replacement, exchange, or refund unless a claim number is issued. Your use of the purchased item(s) damaged in transit or failure to keep all packaging for the carrier’s inspection will null and void our, if applicable, return, exchange, and refund privileges.
Please email us (service@kanencoffeee.com) to notify that your machine, grinder, or shipment was damaged, we will gladly ship a replacement of the same item only or replacement part when a claim number is issued by UPS, FedEx, or USPS AND after the damaged unit has been returned to us in the original carton shipped. Replacements or refunds will not be issued if the damaged order is shipped back in a carton different than what we shipped to a customer as UPS, FedEx, and USPS will only investigate claims that have the original shipping carton included. In cases where damage has occurred to parts that can be replaced (including, but not limited to removable water reservoir, bean hopper, dump box), Kanen Coffee, LLC. reserves the right to send only those replacement parts that were damaged in transit. If the customer is not satisfied with merchandise or resolution provided by Kanen Coffee, LLC., refuses an exchange or replacement part determined by Kanen Coffee, LLC., and/or requests a refund, the customer is responsible for restocking fees and shipping costs “to” and “from” customer’s location (this includes deducting shipping costs from purchases that included shipping or had free shipping).
Please note that domestic claim numbers for USPS can take up to 6 months and for UPS/FedEx can take up to 15 days. Our damage policy does not apply to customers or their agents who re-ship our packages within or outside the United States or transport the purchase to a different location.
Ref 1:
‘LIKE NEW’ Condition? – We’re reasonable and understand that a machine used a few times isn’t going to be absolutely perfect; however, it does need to be pretty close for us to sell it as a certified used machine to another customer. When returning a machine to us, please make sure that it will arrive to us in ‘Like New’ condition, which we define as the following:
All Original Components Intact – You must return every original component of the equipment, such as the original packaging, original internal parts, drip tray, portafilter, brew head (if removable), filter screens, filter baskets, user manuals, tampers, CD’s, scoops, etc. Loose items must be secured to avoid movement in shipping for which the movement can cause damage while in transport back to us.
Serial Numbers – Serial numbers must match, and the serial number sticker can not be tampered with or removed in any way. Any evidence of tampering will automatically null and void all return and refund privileges.
No Scratches, Dents, or Stains – The machine and all components must be free of any surface marring. The packaging must also be clean of coffee and water damage. You are responsible for packaging the return as received. If the eligible return is damaged in transport, the customer is responsible for filing insurance claims.
Thoroughly Cleaned – The machine, all parts, and components must be absolutely clean and free of any coffee grounds, water, and/or milk residues.
Equipment that is not received in this condition will be assessed for damage and may be subject to any applicable refurbishment fees credit or complete denial of any credit. Any equipment returns that can not be refurbished due to significant damage assessed solely by Kanen Coffee, LLC. will void all returns and refunds.