Refund policy

Refund Policy

Returns & Refunds for New Equipment & Online Orders

You have 30 days after receiving your item to request a return.

To be eligible, items must be in “Like New” condition—unworn, unused, with all tags, and in original packaging. Proof of purchase is required.

To start a return, contact us at service@ozespresso.com. Once approved, you are responsible for the organization and cost of return shipping. Items sent back without an approved return request will not be accepted.

 

Return Shipping & Restocking Fee

A 15% restocking fee will be deducted from your refund to cover handling and transaction costs.

We strongly recommend using a trackable and insured shipping service. We will not be responsible for lost or missing packages.  We also recommend insuring your package and following the packing guidelines of the shipper.  We are not responsible for damage to your product in shipping.

Upon the receipt of your package, your products will be examined.  If they are without damage and fully functional, a refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

Once your return is received and confirmed to be in original condition, we will issue a refund to your original method of payment. A receipt will be emailed to you.

 

Exchanges

If you accidentally purchase an item incompatible with your espresso machine (e.g., a Linea Mini Kit vs. a Linea Micra Kit), you may request an exchange for its compatible counterpart, if one exists.

  • No exchanges are offered for a change of mind.
  • You are responsible for all shipping costs related to both sending and receiving exchanged items.
  • Any price difference must be paid if the new item is more expensive. If it is less expensive, the price difference will not be refunded.
  • The returned item must be in unused, undamaged condition, with no missing parts.

    All exchanges require prior approval in writing.

To request an exchange, contact: service@ozespresso.com

 

Damage and Faulty Products

Inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us immediately so we can make it right.

 

Exceptions & Non-Returnable Items

The following items are non-returnable:

  • Perishable goods (e.g., food, plants, flowers)
  • Custom or personalized products
  • Personal care items
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards (unless legally required)

Custom espresso machines that have undergone irreversible changes are also non-returnable.

 

Additional Terms

We reserve the right to deny returns or refunds due to incorrect product selection (e.g., compatibility, voltage, color). If you are unsure about a product, please contact us in advance at service@ozespresso.com.

In the case of discretionary refunds due to incorrect product selection, we reserve the right to determine the refund amount.

Please note that natural wood products will vary in color, finish, and grain. Refunds will not be issued for variations in appearance unless the incorrect wood type was sent (e.g., walnut ordered, oak received).