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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

Experience Canada's love for coffee with Espressotec Sales & Service. Since 1997, we've been the go-to destination for coffee enthusiasts. From high-quality machines to top-notch equipment, accessories, and the finest coffee brands, we have everything you need for that perfect cup of coffee. Our expert team is here to guide you every step of the way, whether you're setting up your coffee station at home, in the office, or at a café or restaurant. We offer education and exceptional service to enhance your coffee experience. Embark on this caffeinated journey with us and immerse yourself in the world of coffee perfection.


Returns

At Espressotec Sales & Service, our commitment is to ensure your utmost satisfaction with every purchase. We have specific refund policies tailored to different product categories, providing transparency for our valued customers. See below for details.

Home Machines

For new, unused home machines and equipment, you can qualify for a full refund within 30 days of purchase. To initiate the return process, kindly ensure the inclusion of all original packaging, accessories, and any bonus items that accompanied the machine purchase in their new and unused condition.

Slightly used machines are also eligible for a refund within 30 days. However, please be aware that our team will inspect these machines upon return to verify the integrity of all original items and parts. If the machine exceeds the manufacturers' parameters or shows signs of excessive use, a restocking fee of 15% or the total retail value of the products will be deducted from the refund.

Accessories

Accessories, excluding milk pitchers, are refundable with a 15% restocking fee.

Please note that the following items are non-refundable:

  • Commercial products
  • Parts
  • Consumable products
  • Special orders
  • Glassware and milk pitchers

We hope this information helps, but for any additional inquiries or clarification, feel free to contact us directly. Your satisfaction is our priority, and we're here to assist you throughout the process.


Shipping

Get your goodies delivered to your door for free! 🚚📦

Almost everything is eligible for free shipping, although some remote areas (Territories, the U.S. and International) and certain food products (like syrups and oat milk) are exceptions.

Spend $99.95 or more and enjoy free shipping on all orders within Canada. Plus, if you're a coffee lover, you'll get free shipping on orders over $69.95. Time to stock up on your favourites!

Just so you know, our deliveries are handled by Canada Post, so delivery times and rates are subject to their policies.

If you place your order before noon on weekdays, we'll do our best to ship out the same day. Orders placed after noon will ship next weekday. Orders placed over the weekend will be sent out on Monday.


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Price-Matching

Want the best price possible on Espressotec Sales and Service products?  No problem!  We match prices wherever we can.  To make sure everyone gets the competitive deal they deserve, here are few details about how our price-matching works:

  • 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

    If you've found a competitive price that beats ours, let us know! Connect through chat or email us at sales@espressotec.com. We'll do what we can to match it for you — no problem!


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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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