RETURNS & EXCHANGES

Clearance


Clearance items are defined as products who have any of the following attributes:

A discount exceeding 20%
Are contained within the category "Clearance"
Have the word clearance included anywhere on the product page
For all products considered clearance under the aforementioned characteristics their eligibility for return or exchange is void.


Less than 30-Days



During the first 30-days from the order date of the product(s) in question, the purchaser may return all items identified as standard merchandise. Any products not defined within the standard merchandise agreement are not eligible for return and no credit will be issued.

To initiate a standard merchandise return, please call into our eCommerce sales department and sign the Return Merchandise Authorization (RMA) agreement. After the RMA Agreement has been signed and returned to the agent of Barista Boss, follow the “shipping my repair or return” procedure. Adherence to all procedures in the RMA Agreement and shipping procedures is integral to your return arriving in the same condition as it was sent in.


Open Box



For all items classified as open box, you retain the same agreement as above with products listed as standard merchandise. One exception does apply: the return period is 15-days from order date unless otherwise specified in writing at the time of purchase with a Barista Boss Service representative.


Standard Merchandise Agreement



Standard merchandise is defined as home espresso machines and coffee grinders unless otherwise noted on the product page. Items outside of the standard merchandise definition are not eligible for return. Items that could be considered non-standard and are not eligible for return include, but are not limited to, items contained within the following categories: commercial espresso, clearance, accessories, parts, coffee brewers, or coffee.

If you have questions regarding parts and accessories for compatibility or if they would be a solution to your product(s) please call or email our technical support team prior to purchase.

 

PURCHASES, REFUNDS, AND CREDITS

 

Bundles



Bundles are defined as purchases made with greater than one product contained on the order with a product code containing "DOTW" or defined as such prior to purchase. Bundle pricing is contingent upon the total package being present. If 100% of the product(s) contained within a bundle are requested within an RMA, credit will be processed as if it were standard merchandise. After the product(s) have been received by our shipping department, a credit will be applied to the original payment method within 10 business days upon receipt.

If less than 100% of the product(s) contained within a bundle are requested within an RMA the credit processed will be less the M.A.P. pricing of all items contained within the RMA and initial shipping costs. i.e, Product(1) 2500 (M.A.P.), Product(2) 600 (M.A.P.), -300 discount for bundle, 2800 total. Purchaser wishes to return Product(1). The credited amount would be the 2800 paid minus the MAP price of the retained item Product(2) and shipping, in this example, 100. In this case 2100 would be credited.


Shipping Costs

 

Barista Boss Service will not provide any credit or refund for costs associated shipping.



Standard Merchandise



Product(s) contained within the standard merchandise agreement within 30-days of the order date will be refunded the amount less the original shipping cost (incurred by Barista Boss Service) of the product(s) being returned. Refunds are processed in the order in which they are received. After the product(s) have been received by our shipping department a credit will be applied to the original payment method within 10 business days upon receipt. Per the RMA agreement signed, if the product(s) returned are not in like-new quality a 20% restocking fee will be assessed.

All purchase orders paid with a credit card, PayPal, and financing are subject to a 4% fee for all items returned. 

 

WARRANTY

 

General



All warranty is void if equipment is used in a commercial application where the product(s) do not carry one or many of the following approvals: UL, NSF, UTL, ETL.



Warranty Provider



The warranty is provided by the seller, Barista Boss Service, who is the warranty provider of all brands on our website with some exceptions for example: Baratza, Acaia, La Marzocco Linea Mini. For questions regarding warranty’s manufacturer provided as opposed to seller – contact the manufacturer directly.



What's excluded?



Necessary service that is the direct result of scale build up IS NOT covered under warranty and is classified as misuse and abuse

Preventable clogs in grinding mechanisms

Failure to adhere to manufacturer recommended use (misuse and abuse)

Failure to adhere to the resources provided on the product page or within our knowledge base

Improper use not intended by the manufacturer i.e, machine intended for consumer use in use in a commercial application

Damage sustained from shipping and handling

Improper assembly

Improper storage

Removal of the product from the intended region of use i.e. using a 110v machine in a 220v environment

Modification that alters the product manufacturers’ intent or modifications or service performed by anyone other than Barista Boss Service


Materials or products that are not manufactured by the product(s) manufacturer under warranty

Acts of god, such as but are not limited to lightning, flood, power outages and surges, or fire.

 

REPAIRS & SERVICE

 

General



Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.



Non-Warranty Service



All non-warranty service is processed by our technical support team with work operating on an estimate basis. No work will be started unless an estimate has been approved. You will be responsible for the cost of any parts, labor, and shipping charges from the origin location to our facility and from our facility to the final destination.



Product Disposal



If the sender of a repair deems that the repair costs are greater than the product’s worth, Barista Boss Service will dispose of the product(s) and only a $75 estimate fee will be charged. Prior to the disposal, a release form needs to be signed by the sender.



Refusal of Service

 

If refusal of service has been made, for any reason, and the sender would like the product(s) returned to the origin address, the refuser will be responsible for the non-refundable diagnostics fee of $75 and the costs of shipping. The costs of shipping are defined as: shipping the product(s) from our facility to the origin location, shipping from the origin location will have already been covered by the sender i.e. owner of the product(s) being serviced.


Service Timeline



Service timelines are subject to parts availability. A clearly articulated timeframe will be provided upon inspection and on an estimate basis. The estimate amount will be communicated to the sender via our technical support team as soon as 3-days but no longer than 30 business days of receipt.



Warranty Service



Please note, the condition and symptoms of all machines received by our repair shop will be assessed by a technician to determine the eligibility for warranty repair services.

To obtain warranty service, telephone troubleshooting and basic diagnostic actions are required. Warranty service will not be processed if reasonable diagnostic actions are refused. Reasonable diagnostic actions are defined as: any request by a representative of Barista Boss Service requiring basic senses (sight, sounds, smell, or touch) or a screw driver and a wrench. We insist that all original packaging is used in the return shipment of your product(s) to minimize the chances of damage during transit.


If a resolution remotely cannot be established with a qualified service technician’s assistance from Barista Boss Service, the technician will provide a valid Return Merchandise Authorization (RMA). Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.

 

SHIPPING

 

Damage During Shipping



The party shipping the damaged product is solely responsible for contacting the parcel carrier and opening a Freight Damage Claim on the shipment. If the party shipping the damaged product refuses to place a claim with the parcel’s carrier, a $50 claim processing fee will be assessed on top of all other fees identified in the Returns & Exchanges Policy.

If Barista Boss Service (CCS) is the shipper and your shipment contains concealed damage (damage to the product directly, not the outer packaging), it is the responsibility of the receiver to notify a CCS representative immediately. If a damage claim is able to be processed via CCS and the carrier - the receiver will be issued a pickup by the carrier as communicated by CCS. Once the first scan has been made in the tracking process and the carrier confirms receipt a replacement will be sent within two business days.


Delivery Policy



All merchandise received should be carefully inspected by the receiver upon delivery. If any possible damage exists on the packaging please request that the driver document either on their handheld device (UPS & FedEx) or on the bill of laiding (common carrier i.e XPO Logistics, A Duie Pyle, etc.). Send photographic proof and send immediately to Barista Boss Service so an investigation can be initiated. Notify Barista Boss Service if damaged, defective, malfunctioning, or missing product(s) within 5-days of delivery. DO NOT DISCARD ANY PACKING MATERIALS OR PAPERWORK CONTAINED WITHIN. Refuse any shipment that does not meet your quality standards.



My Return was Refused



Any product(s) that lack a valid, missing, or a non-legible RMA will be refused and returned to sender. Once the product(s) have arrived at the original destination please request a valid RMA.



Packing Your Products



If the original packaging has been discarded for your product(s) intended for return, have a qualified carrier such as UPS, FedEx, etc pack your product(s). Avoid using newspaper, brown cardboard paper, flexible inserts, and any other packing materials that are weakened by moisture. Only include product(s), accessories, and parts that are directly related to the issue you would like inspected by our technicians. Avoid including all items that could come dislodged and could cause damage during transit. i.e driptrays, portafilters, etc. Once your product(s) have been adequately packed, insure the items for their full replacement cost.



Shipping My Repair Or Return



In Warranty:
It is the full responsibility of the sender to properly package and protect the product(s) being returned. Once an RMA has been completed, a call tag will be issued from Barista Boss Service to the sender. Any damage incurred by the parcel service will be reported to the shipper (Barista Boss Service) where an investigation will be opened. A Barista Boss Service representative will contact you within 5 business days with an update on your shipment. Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.

Out of Warranty:
It is the full responsibility of the shipper to properly package and protect the product(s). Any damage incurred by the parcel service will be reported to the shipper along with an estimate of repair. Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.


Signature Required

For all orders over $250 a signature is required. This is a non-negotiable requirement meant to protect the purchaser from theft and unnecessary damage to your product(s). A full waiver of liability is required to be signed if the waived signature requirement will be removed, ultimately it is the discretion of the driver. If the driver deems it unsafe to leave an item with no signature required he may not make final delivery. Contact UPS for more information.

SIGNATURE WAIVER FORM
Suggested Carriers

All machines should be returned utilizing the same shipping method that Barista Boss Service used. If any other shipping method or shipper is used to return items - damage can ensue and Barista Boss Service reserves the right to refuse the parcel and return to sender.

Barista Boss Service strongly discourages using USPS. If damage is incurred during shipping, a damage claim is nearly impossible to file. If USPS is used in the return shipping of any product(s) without Barista Boss Service’s explicit instruction, Barista Boss Service reserves the right to refuse the parcel and return to sender.


During the first 30-days of your product(s) warranty, Barista Boss Service is responsible for the cost of freight and shipping to our facility as well as the return to the origin location. No call tags will be issued to the shipping party. It is the shippers responsibility to sign and return an RMA to Barista Boss Service prior to sending.Barista Boss Service will refund your costs of shipping (please save all receipts), insure all products for the replacement value, and we will arrange return shipping after warranty service has been completed. During return shipping to the origin location the shipment will be arranged under standard UPS Ground. Additional charges for expedited shipping at the request of the warranty holder is the sole responsibility of the requester, i.e. 100% of the cost of shipping as arranged by the requester.