Refund policy

At Caffeine Machines, we want you to feel confident in every purchase. If something’s not quite right, we’re here to help.

Returns

We offer a 30-day return policy. This means you have 30 days from the date of delivery to request a return.

To be eligible:

• Items must be unused, in the same condition you received them

• Products must be in original packaging with all included components

• A valid receipt or proof of purchase is required

To initiate a return, contact our team at

info@caffeinemachines.com.au

We’ll provide instructions and a return shipping address. Please note, items returned without prior contact will not be accepted.

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Change of mind returns are not accepted. However, in exceptional cases where a return is approved at our discretion, a 30% restocking fee may apply, along with any unrecoverable merchant fees.

Customised or special-order items are non-returnable.

Refunds

Once we’ve received and inspected your return, we’ll notify you of the outcome. If approved, a refund will be processed to your original payment method within 10 business days.

Refunds are not available for:

• Items showing signs of use

• Items returned without packaging

• Sale or discounted items

• Products customised to your specifications

If more than 15 business days have passed and you haven’t received your refund, please reach out to info@espressoequipmentsolutions.com.

Exchanges

We only offer exchanges on items that are damaged or defective. If you believe your item is faulty, please contact us for troubleshooting assistance first—many issues can be resolved with a quick guide or settings adjustment.

If the item is confirmed faulty and within warranty, we’ll arrange for return and replacement.

Warranties

All equipment is covered by the manufacturer’s warranty, which may vary by product.

Warranty coverage typically includes:

• Parts replacement for manufacturer faults

• Support for repairs within the warranty period

Warranty exclusions generally include:

• Operator error

• Incorrect installation or water filtration

• Damage from scale, corrosion, or misuse

• Unauthorised repairs or modifications

If you experience a fault, we recommend contacting us first so we can help troubleshoot or direct you to the correct warranty process.

Please note: Loan machines are not available during warranty repairs.

Shipping Returns

Please only ship your item to us after receiving return instructions. The return address will be provided once your request is approved.

We recommend using a trackable shipping service or shipping insurance for high-value items, as we cannot guarantee we will receive your returned item.

If you have questions about our returns, exchanges, or warranty process, get in touch with our friendly team at info@espressoequipmentsolutions.com. We're here to help.