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Free shipping on orders over $99.95 and coffee orders over $69.95 (milks, syrups & select coffees not included)
Free shipping on orders over $99.95 and coffee orders over $69.95 (milks, syrups & select coffees not included)

Returns, Shipping, Price Match & Warranties

Since 1997, Espressotec Sales & Service has provided Canada with espresso solutions that work — from espresso machines and equipment made by the coffee industry’s leading brands, to repairs and service completed in-house by our devoted team of technicians. Our mission is to provide our coffee-loving customers with the best espresso experience possible.


Returns

Only new, unused machines and equipment with all original packaging are eligible for a full refund within 30 days of purchase. Certain exclusions, including special orders, commercial machines, and consumable goods (coffee, syrups, etc.), apply. Electronic Parts cannot be returned, refunded or exchanged. The original shipping cost may be deducted from the refund.

We inspect machines upon arrival to ensure all original items and parts are intact. A service charge may be applied for products that are damaged or returned in poor condition. Any bonus items received with the purchase of the machine should also be returned, new and unused in their original packaging. If these items have been used or cannot be returned, a restocking fee of 15% or the total retail value of the products will be deducted from the refund.

Due to health and safety regulations, we cannot accept returns on food items such as coffee, tea, syrups, etc.


Shipping

We ship most of our orders within Canada via Canada Post, so delivery times and rates are contingent upon their current policies and procedures. Orders over $99.95 and coffee orders over $69.95 ship for free within Canada, with a few exceptions in remote areas and for certain food products. Due to significant increase in demand for all shipping carriers, we cannot guarantee shipping timelines at this time.

Priority Shipping:we offer priority shipping options via Canada Post, including same-day shipping applicable for orders placed before 1pm. Orders placed later than 1pm may still be shipped the same day, but cannot be guaranteed due to high volumes and delivery schedules. 


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Price-Matching

We at Espressotec Sales and Service strive to offer competitive prices on our products, and we match prices wherever we can. Here are a few of our price-match policies: 

  • We can only price-match those of our direct competitors in Canada. This excludes large box-stores or companies like Amazon, Costco, Best Buy, The Bay, etc.
  • Proof of price must be provided in the form of a printed ad (from a newspaper, magazine, flyer, etc.) or a link to a website, or an email offer, and verified by Espressotec staff. Online classified ads or coupon-based discounts will not be considered.
  • Price matching must be applied to the same product (i.e. same manufacturer, same model, same colour, etc.) featured in the competitor’s ad.
  • The price in question must apply to a new product that the retailer currently has in stock.
  • We will attempt to match bonus items with our own stock, at our sole discretion.
  • In the event that our price for a product drops within 30 days of your purchase, present your original receipt to our sales team within those 30 days and we will refund the difference.

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Warranties

We provide service under warranty for most of the machines we sell. If you are experiencing issues with your machine within its warranty period, please call or email our service department — with a little troubleshooting, we may be able to save you a trip or the cost of shipping. Failing that, we will send you a return merchandise authorization number (RMA) and any special instructions for shipping the product back to Espressotec. If your machine was not made by one of the brands we service, we will connect you with the right service provider.

Before shipping a machine to us for service under warranty, please ensure the machine is clean, and both the boiler and water tank are completely empty, to minimize risk of freezing or other water-related damage. 

Ship the machine to us with any company you like — but be sure to ship it in your own name (not under ours or any other account); this protects your right to file a claim with the shipping company, should any damage occur. We strongly recommend insuring the machine for its full value, as we cannot accept liability for any damage incurred during shipping.

We inspect machines upon arrival to ensure all original items and parts are intact. For machines requiring service under warranty, we perform routine tests to confirm and isolate the defects or complaints described before recommending repair, replacement, or refund.

Damage due to deliberate alteration, misuse, irregular water or power supply, or (in the case of grinders) use with materials other than coffee, is not covered under warranty; nor is damage caused by scale build-up resulting from using the machine with hard (mineral-heavy) water. To prevent this, water hardness should not exceed 50 ppm (3gpg). The main water supply must be fitted with a filter or a water softener, unless the water is already below this water hardness level. Water pressure should not exceed 3 bar or 45PSI. Please do not use reverse osmosis (RO) systems, as they can cause internal parts to corrode or malfunction.

Warranties do not cover normal wear-and-tear or the replacement of related parts (i.e. valve gaskets and seals, group head gaskets, o-rings, burr-set etc.), or damage resulting from operational error (such as clogged steam wands, plugged screens, re-lubricating, damaged hopper, etc.).

We reserve the right to refuse warranty claims if the product is not cleaned regularly with the original cleaning solutions or equivalent as indicated on the equipment and/or in the user manual.


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Service Centre

One of the great benefits of purchasing machines through Espressotec is that we have a full service centre with experienced technicians to support your espresso experience. Our care and service doesn’t end with a sale! We service machines made by most of the brands we carry, including Baratza, Eureka, Jura, La Marzocco, Lelit, 9 Bar, Macap, Mazzer, Rancilio, Miele and Rocket. Our service policies are as follows:

  • Priority will be shown to machines that were purchased directly from Espressotec.
  • We keep a full inventory of parts for the many types of machines we service; however, on occasion we may need to order a special part from the manufacturer, and this may delay the repair. We will notify you if your machine requires special-order parts.
  • Turn-around service time will vary depending on a number of factors, including volume of repairs already in the shop, availability of parts, etc. Please ask the service department for an estimated time-frame.

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Customer Responsibilities & General Info

Espressotec cannot assume responsibility for purchasing errors made by customers. Please feel free to contact us for clarification or advice before finalizing your purchase — we always like to hear from our customers!

When we receive an order through our website, it isn’t officially “accepted” until we confirm the details of the order and marked it “complete”. There may be certain orders that we are unable to accept, due to limited availability of products, inaccuracies or errors in product or pricing information, inaccuracies or errors on order forms submitted, customs or shipping limitations for the destination country, or problems detected by our credit and fraud prevention department. We reserve the right to refuse, cancel, or change the order or the payment method of an order for any reason. We will contact you via phone or email if any part of your order is cancelled, if additional information is required, or if your payment method has been changed.

For payments made within Canada, we accept cash (CAD), debit, Visa, Mastercard, American Express, PayPal, and e-transfers. For large purchases made from outside Canada, however, we are unable to accept PayPal transactions.

We review all online credit card purchases to verify payment information, authenticity, and authorization. This may require voice authorization or confirmation. We reserve the right to request another form of payment (such as PayPal or e-transfer) should the verification prove unsatisfactory.

We reserve the right to cancel and refund backordered items.

We reserve the right to change our prices, shipping rates, or free shipping qualifications without notice. 

All prices and transactions on our website are in Canadian dollars (CAD).

Please keep all original packaging in case of return and/or for any future servicing.

Free shipping only applies to areas that are serviced by regular Canada Post, Fedex, or UPS service in Canada. Shipping to rural and remote areas (including the Territories) will be charged an additional fee.


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Coupon Codes & Promotions

All coupon codes and promotions apply only for the duration specified. Coupon codes and other promotions cannot be combined for exponential discounts. Any exclusions to promotions, discounts, coupon codes, etc. will be specified on the relevant Promotions page of the Espressotec website, and/or listed below. Sales and promotions apply to items that are in stock only — with very few exceptions, products that are out of stock cannot be special-ordered with promotion pricing.


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