At Kaldi Gourmet Coffee, we strive to provide a satisfactory experience for our customers. However, please review our cancellation and returns policy outlined below:

  1. Refunds: There will be no refunds for products, merchandise, or equipment returned after 30 days from the customer's receipt of delivery.
  2. Cancellations: All orders that have not been shipped and are canceled are subject to a minimum 10% surcharge fee. Roasted coffee orders canceled after roasting are subject to a 50% surcharge. If you have concerns about delivery dates, please contact us before ordering.
  3. Returns on Semi-Commercial or Commercial Equipment: We do not accept returns on semi-commercial or commercial equipment. This category includes grinders priced over $320, direct water connect espresso machines and coffee brewers, panini grills, beverage dispensers, commercial-grade ice cream makers, commercial coffee brewers, and granita machines. If you have any doubts, please contact us before placing your order.
  4. Restocking Fee: A refund, less any shipping charges and a 25% restocking fee, will be issued upon satisfactory return. The following conditions apply:

    • Return Procedure and Authorization Number: All returns require a return authorization number obtained through an e-mail request from our website. Please provide the item to be returned, the reason for the return, and your order number in the e-mail. Return authorization numbers will not be issued over the phone. A representative will respond via e-mail with a return authorization form, which must be completed, signed, and returned within 5 business days of receiving it.
    • Packaging and Shipping Recommendations: Ensure that you keep all original packaging for the return. The returned item(s) and packaging must be clean and free of water and coffee before shipping. We recommend shipping the return via UPS or another trackable carrier, fully insured for the purchase price. We cannot accept liability for return shipments lost in transit, damages in transit, or improper packaging. Credit will not be issued for returns lost in transit or returns or parts of returns damaged in transit. If "free" items are returned damaged, the current selling price of the item will be deducted from the credit. Retain a copy of the carrier receipt and/or tracking number for your records and follow up with the selected carrier.
    • Return Requirements: The return must be received within 30 calendar days of your receipt of the original order shipment. Ensure that there are no loose parts and that the equipment is free of water, as any damage or missing parts will be charged against the credit. Make sure to package the unit with an outer shipping carton similar to the one used when shipped to you. Failure to include an outer shipping carton will result in an additional 25% restocking fee. If you need assistance packing the unit, please ask. Any damages in the return resulting from improper packing or failure to secure loose items will be assessed at full retail replacement value and deducted from the credit.
  5. Credit Processing: Your account will be credited within 30 days after we receive and inspect your return. The serial number on your sales invoice must match the serial number on the return; otherwise, the return will not be accepted as authorized.
  6. Limitations to Money-Back Guarantee:

    • Consumables: Roasted coffees, smoothie mix, green beans, syrups, frappe mixes, and other consumables cannot be returned unless damaged in transit and noted on the carrier's shipping receipt. Consumables included in starter kits or provided as free items with a purchase cannot be returned and will be charged at the selling price.
    • Accessories, Replacement Parts: These items are not returnable or refundable. Prices for parts do not include technical support or instructions.
    • Special Ordered Items: All special ordered items are not returnable. These items are those not listed on our online website at the time of your purchase.
    • Shipping Costs: Shipping costs, including those for "free shipping" or "shipping included in the purchase price" of the merchandise, to and from your location are non-refundable and will be deducted from the credit.
    • Returns after 30 Days: Returns will not be accepted after 30 days from the customer's delivery receipt. No refund will be provided for merchandise returned after 30 days.
    • Package Deals: If a coffee grinder, base, or other free item is offered at a discounted price with the purchase of another item, the grinder, base, or free item must be returned under our limited 30-day money-back guarantee. Failure to return these items will result in a deduction or adjustment from the credit issued for the returned espresso machine.
    • Repair Services: There are no returns or refunds for repair services performed by Kaldi Gourmet Coffee. Repairs have a 30-day warranty limited to the parts replaced. The warranty does not cover misuse, abuse, negligence, power surges, "Acts of God," shipping damage, or any items not included in the scope of the repairs invoiced.
    • Loss or Damage: If merchandise is lost or damaged in transit, the purchaser must file a claim directly with the carrier. Any concealed damage or shortage must be reported to the transportation company within 2 days of receipt.
    • Customer Claims: All claims by customers for items described inaccurately, defective merchandise, merchandise unfit or no longer fit for intended use, and incorrect merchandise received must be made in writing within five business days of receiving the merchandise. Failure to make such a claim will indicate the customer's approval that the merchandise is as described, not defective, fit for intended use, and correct. Claims for items not described accurately will be limited to the ad copy and will not include phone or email conversations or claims made with sales staff.

We hope this clarifies our cancellation and returns policy. If you have any further questions or concerns, please don't hesitate to contact us.