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How do I return an item?

Buying with confidence

Our goal is to help you choose the best products to meet your needs. We will spend the time with you to answer all your questions without pressure to buy. You may have heard about so-called buyer's remorse offerings from other vendors. At Chris' Coffee Service, we think it is smarter to help you make the right choice in the first place; that's why we call our policy "Buyer's Confidence". It's our pledge to work with you to assure your satisfaction.

However, if you're not satisfied after buying from Chris' Coffee Service, we offer a no-questions asked return policy within the first 30 days for our new espresso machines and grinders, and the first 15 days for our next-to-new and refurbished espresso machines and grinders, unless otherwise specified at time of purchase.

Please remember: It pays to choose your vendor carefully! For practically all pro-summer equipment and commercial equipment sold in the United States, warranty work is handled by the vendor, not the manufacturer. This means an important part of getting a great deal is buying from a great vendor too.

This is the reason our company name, Chris' Coffee Service, includes the word "Service"! In addition to our Internet organization dedicated to individual consumers, we also service thousands of pieces of coffee equipment for cafes, offices, and food establishments in Northeast New York. Should you ever need assistance, advice, or service, you can rely on our capable staff to address your concerns efficiently and professionally.

You have my promise of a great deal and the best service on the Internet!

Chris Nachtrieb,
President, Chris' Coffee Service, Inc.

Our Buyer's Confidence Policy for New Machine Purchases

We understand that espresso machines and grinders represent a considerable investment and we'll work with you to help you make the best selection for your needs. However, if within the first 30 days from the delivery date, you are not satisfied, you may return your espresso machine or grinder for a refund. If the product is received in like new condition with all included accessories, manuals, packing materials, etc., you will receive your refund within 10 business days.

Your refund amount will be minus what our cost was to ship the machine to you. In addition you are also responsible for the cost of shipping the machine back to us.

If you have any questions about this policy, please ask before ordering.

Our Buyer's Confidence Policy for Next-to-New or Refurbished Machines

Our policy for next-to-new or refurbished equipment is the same as our new purchases policy, with the exception that the return period is 15 days starting from the confirmed delivery date instead of 30 days, unless otherwise specified at time of purchase.

If you have any questions about this policy, please ask before ordering.

What Our Buyer's Confidence Policy Does NOT Include

Our returns policy does not include the following:

  • Commercial Espresso Machines: Cimbali DT/1, Nuova Simonelli Appia, etc,
  • Commercial Coffee Brewers
  • Keurig Coffee Brewer Machines
  • Illy Cups
  • Accessories: tampers, knock boxes, bottomless portafilters, etc.
  • Parts: thermostats, presurestats, control boards, solenoid valves, etc.
  • Coffee
  • Water Filters and Systems
  • Custom Orders
  • Any other product unless otherwise stated
**Note: Any accessories/parts that are returned will be issued an in store credit on their account.
If you have any questions about this policy, please ask before ordering.

What You Should Do Upon Receiving Merchandise

At Chris' Coffee Service, we invest the necessary time to insure that your equipment arrives safely and in good working order, so most equipment is bench tested by our technicians before shipment. We also use quality packing materials, and use double boxing when necessary.

We advise you to inspect your purchase when it first arrives for damage during shipment.

Please inspect your package when you receive it from UPS. If there is evidence of exterior damage to the shipping carton and the delivery person is present, ask them to note it on their delivery manifest and request a damage claim form. Should it be necessary for you to submit a damage claim the notation on the manifest may prove to be very helpful. If you find that your machine is damaged from shipping, please call UPS at 1-800-742-5877 to report the damage. You must also contact us within 5 business days. Make sure that you keep all packaging (boxes, shipping labels, packing material, etc.) as UPS will need to inspect not only the machine but the packaging as well. Once we receive a claim number from UPS, we will be more than happy to take care of the problem to your satisfaction.

Please note the following:

  • Grinders are often tested by the manufacturer before leaving the factory. Some traces of coffee grinds are normal and does not mean the machine is used or a returned item.
  • Some minor water splashes may occur during our bench testing. Unless otherwise stated (next-to-new or refurbished), all purchases at Chris' Coffee Service are new from the manufacturer.

How to Obtain a Return Authorization

Before returning an espresso machine or grinder, you must call or email us to obtain a Return Authorization Agreement (RAA) from our service department.

Once we have received your request, we will send you additional details regarding the return procedure, such as how to prepare the machine for shipping and packaging instructions. You should return the (RAA) to us if you understand and agree to the terms and conditions of the statement; we will then issue a Return Authorization (RA) number, which must appear on the outside of the box.

Please note: We will not except returns without an (RA) number.

Your Responsibilities When Returning Merchandise

Below are some important points to remember when preparing a return:

  • To protect your right to file a damage claim, you are responsible for shipping merchandise back to us. We do not issue call tags since that would make us the responsible shipper.
  • You must properly drain the water from the machine before packing. We will include instructions along with your Return Authorization number. If you have questions, please call our service department for assistance.
  • You pay the cost of shipping it back to us. We will reimburse this cost for warranty repairs in the first 30 days from the date of receipt. (Note: The amount we will reimburse you will not exceed the published cost of shipping at UPS for ground service. UPS Stores will charge you a premium for packaging and handling that we will not reimburse you for. Expedited shipping costs above those for UPS Ground, such as UPS Next Day Air, will not be reimbursed either. (This does not apply to shipping outside the contiguous 48 US states))
  • Save the packing material and its original carton(s)! We take great care to package your purchase properly, please reuse them in the event it is necessary to ship your machine back to us.

Merchandise is inspected when it is received to verify:

  • All original items are included (manuals, packing material, accessories, etc.).
  • The equipment is clean and still in "like new condition with no sign of abuse, misuse, missing parts, or missing manuals, etc.

We reserve the right to charge a 20% restocking fee if the above conditions are not met. The cost of any promotional and/or included products (such as coffee, for example) will also be deducted from you original purchase price.