Refund Policy
At Bella Macchina, we strive to ensure that every machine we deliver meets the uncompromising standards of our customers. If you are not entirely satisfied with your purchase, our refund policy is detailed below.
Eligibility for Refund
To be eligible for a refund, you must request a return within 30 calendar days of receiving your item. The item must be in its absolute original, unused condition.
- The machine must not have been plumbed in, nor should water have been placed into its reservoir.
- All original manufacturer packaging (including custom foam, pallets, and straps) must be flawless.
- All cables, portafilters, tampers, documentation, and warranty cards must be present and unused.
Restocking Fees
Because premium espresso machines are specialized, heavy freight items, the logistical cost of reversing a shipment is substantial. Furthermore, we cannot resell an opened box as brand new. For these reasons, all approved returns are subject to a 15% restocking fee calculated against the total purchase price.
In addition to the restocking fee, the original outbound shipping costs (even if initially offered as "Free Shipping") will be deducted from your final refund amount. The customer is also fully responsible for procuring and paying for return freight shipping, which must include full insurance for the retail value of the machine.
Damaged or Defective Items
If your machine arrives dead-on-arrival (DOA) or sustained damage during freight transit, the restocking fee does not apply. However, you must adhere strictly to the guidelines outlined in our Shipping Policy, particularly regarding noting the damage on the delivery receipt before the driver leaves.
For warranty defects discovered after successful setup, the issue will be handled via manufacturer warranty service (parts dispatch or authorized repair), rather than a full refund, depending on the severity of the defect.
Processing Your Refund
Once your returned item is received at our facility and inspected by our technicians to confirm it meets the unused criteria, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund (minus restocking and shipping fees) will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-10 business days.
To begin a return and refund request, contact support@bellamacchina-espresso.com.