Refund policy

Return and Refund.

We want you to feel confident buying from Espressimo. If there is a problem with your order, please contact us and we will work with you to resolve it fairly and clearly.

This policy explains how we handle returns, refunds, damaged items, faulty items, incorrect items, and change-of-mind requests. It should be read together with our Shipping Policy and Warranty Policy.

Returns

We accept returns for defective and non-defective products under the conditions set out in this policy.

Our standard return window is 30 days from delivery.

For non-defective products and change-of-mind returns, the item must be new, unused, unopened where applicable, and returned in its original packaging with all manuals, accessories, and included parts.

This 30-day return window does not limit any rights you may have under the Australian Consumer Law if a product is faulty, damaged in transit, incorrectly supplied, or does not meet a consumer guarantee.

Exchanges

We do not offer general exchanges.

If a product is faulty or does not meet a consumer guarantee under the Australian Consumer Law, any replacement, repair, refund, or other remedy will be handled in accordance with your rights under that law.

Change-of-Mind Returns

Change-of-mind returns are accepted only where all of the following conditions are met:

- the return request is made within 30 days of delivery
- the item is new and unused
- the item is unopened where applicable, or has never been used
- the item is returned in its original packaging
- all manuals, accessories, and included parts are returned
- the item has not been damaged after delivery
- you contact us before sending the item back

Change-of-mind returns are accepted by mail only.

Customers are responsible for arranging and paying return shipping for change-of-mind returns. Customers are also responsible for the return label.

Approved change-of-mind returns are subject to a 20% restocking fee. This fee will be deducted from the refund amount.

Shipping charges are generally non-refundable for change-of-mind returns.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, incorrect, or does not meet a consumer guarantee under the Australian Consumer Law, please contact us as soon as possible.

To help us assess the issue quickly, please include:

- your order number
- your full name
- a short description of the issue
- clear photos of the product
- clear photos of the packaging, if relevant

For transit damage or incorrect items, please contact us within 7 days of delivery where possible so we can assist promptly. This request does not limit any rights you may have under the Australian Consumer Law.

Where an item is confirmed to be faulty, damaged in transit, incorrectly supplied, or otherwise does not meet a consumer guarantee, Espressimo will provide a remedy as required by the Australian Consumer Law. This may include a repair, replacement, refund, or another appropriate remedy depending on the circumstances.

Where required by law, Espressimo will cover reasonable return shipping costs or provide an appropriate return method for confirmed faulty, damaged, or incorrectly supplied items.

Products Damaged After Delivery

We are not responsible for damage caused by misuse, neglect, accidental damage, improper setup, unsuitable cleaning methods, incorrect voltage or power use, normal wear and tear, poor maintenance, or failure to follow product instructions.

Issues caused by use outside the intended purpose are not treated as faulty-item returns.

Contact Us Before Returning an Item

Please do not send items back without contacting us first.

If a return is approved, we will provide return instructions and the correct return address. Returns are accepted by mail only.

Inspection and Assessment

Returned items may be inspected before a refund, replacement, repair, or other remedy is issued.

For approved change-of-mind returns, if the returned item does not match the condition described in the return request, we may decline the return, reduce the refund amount where appropriate, or return the item to you.

This section does not limit any rights you may have under the Australian Consumer Law.

Refund Timing

If a refund is approved, it will be processed back to the original payment method unless otherwise agreed or required by law.

Refunds are processed within 10 days after we receive and inspect the returned item.

Your bank, card provider, or payment provider may take additional time to make the funds available in your account.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage. If a product fails to be of acceptable quality and the failure does not amount to a major failure, you may be entitled to have the product repaired or replaced.

Contact

For return or refund requests, please contact Espressimo through the store contact page or support email listed on the site.

Please include your order number and a short explanation of the issue so we can assist you as quickly as possible.