Returns & Refunds
We want you to love your machine. If something is not right, we will make it right.
Return Window
We accept returns on new machines and online orders within 30 days of purchase, provided the conditions below are met.
Eligibility
- Item returned within 30 days of purchase
- Machine in Like New condition — see definition below
- All original packaging, accessories, and documentation included
- No visible wear, use, or damage
A minimum 10% restocking fee applies to all returns. If the machine shows signs of use, the fee may be higher.
Parts Returns
Parts may only be returned if they are unused and in original, unopened packaging. Parts that have been installed, used, or removed from their original packaging are not eligible for return under any circumstances.
How to Return
- Email service@kanencoffee.com with your order number, reason for return, and photos or video of the machine.
- We will review and respond within 1–2 business days.
- If approved, you will receive a Return Authorization Number (RA#) and return shipping address.
Return shipping costs are the customer's responsibility, unless the item is defective or was sent in error by Kanen Coffee. Use a trackable, insured method. We are not responsible for returns lost or damaged in transit. Ship only in original packaging — improper packaging may result in a denied refund.
Refund Timeline
Once we receive and inspect the return, we will issue a refund to your original payment method minus the restocking fee. You will receive a confirmation email. Allow up to 30 days for the refund to appear depending on your bank or card issuer.
Order Changes & Cancellations
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Cancellations: Contact us before shipment for a full refund. Once an order has shipped, it cannot be canceled.
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Wrong address: Email us immediately. We will update it if the order has not yet shipped — we cannot make changes after fulfillment.
Damaged in Shipping
Inspect your package immediately upon delivery.
- Note any visible damage when signing for the package
- Report damage within 5 business days of receipt
- Keep all original packaging — required to file a claim
- Do not use the product if it appears damaged
Once we receive the damaged unit in its original packaging and file a claim, we will send a replacement or issue a refund.
Product Care
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Grinders: Use only whole, unflavored coffee beans. Flavored beans or foreign materials void return eligibility.
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Cleaning: Do not use a dishwasher or microwave unless explicitly stated in product documentation.
Like New Condition
A machine qualifies as Like New if it:
- Includes all original components (drip tray, portafilter, manuals, packaging)
- Has no scratches, dents, stains, or signs of use
- Is thoroughly cleaned
- Has untampered, matching serial numbers
If a returned item cannot be resold as new, Kanen Coffee reserves the right to charge additional refurbishment fees, deny the return, or — after 30 days of no response — consider the item abandoned.
Questions? Call 510-859-4425 or email service@kanencoffee.com.
