TL;DR - Quick Navigation & Summary
Please read specific sections for complete details and exact terms.
- Received a damaged or defective product? We're here to help! If your product arrived damaged or is not functioning properly, please reach out to our customer care team within 14 days of delivery with photos of the damage or a description of the defect. Connect with us here and our team will be happy to assist. After 14 days, we'll handle product concerns through your product's warranty policy.
- Pro Tip: We recommend keeping your original box and accessories for 90 days after delivery. This helps ensure a smooth experience if you need to return your product and protects it from damage during transit.
- Holiday Returns: We don't process returns from Dec 26th to January 5th, but we've extended holiday return windows until January 15th to give you extra time.
At Home Coffee Solutions, we're committed to your complete satisfaction. Our customer-friendly return policy gives you peace of mind with your purchase. We understand that different situations call for different solutions, so we've organized our policy based on common scenarios.
We understand how disappointing it can be to receive a machine that doesn't work as expected. It's essential to note that this applies only to machines with functional defects, not satisfaction issues or buyer's remorse. Here's how we handle it:
If you notice an issue, you must contact our service team within 14 days after delivery. Our technicians will guide you through troubleshooting and may request video footage to better diagnose the problem.
Our experienced technicians will make the final determination on whether a unit is defective. This expert assessment ensures you get the right solution for your specific situation.
Once our technician confirms the issue, you'll have the option of a full refund or an exchange for a functional unit of the same model and color at no cost to you. Please keep the original box handy for this process.
For issues identified after 14 days, we'll handle it through our warranty process. Learn about our warranty here. You'll be responsible for shipping costs to HCS. We recommend documenting the condition with photos or videos before shipping.
Helpful Tip: Taking a video of the issue can significantly speed up the diagnosis process and get your coffee brewing properly again!
We understand that sometimes a purchase just isn't the right fit. If you have an unopened product:
Within 30 Days: No problem! No restocking fee - you'll only need to cover the return shipping costs.
Between 30-90 Days: We can still help! There's a 20% restocking fee plus return shipping costs.
A product is considered "unopened" only if all packaging seals are intact. Please note that without proper packaging, additional costs may be incurred, and your return is at risk of damage during transit.
Sometimes a product just doesn't meet your expectations after you've tried it. For opened or used products:
Within 30 Days: We understand! There's a 20% restocking fee plus return shipping costs.
Between 30-90 Days: You still have options! There's a 28% restocking fee plus return shipping costs.
Additional fees may apply: 10% cleaning fee for dirty returns and 10% fee for missing original packaging.
Important Safety Exception: For the safety of all customers, consumable items such as coffee, tea, food items, and other consumables cannot be returned once opened or used under any circumstances.
We're proud to offer our most customer-friendly return policy on all DeLonghi products:
Great News for DeLonghi Customers! Enjoy a full 30-day "no questions asked" return period! This gives you the freedom to try your DeLonghi machine at home with complete confidence. It's our way of showing how much we believe in these excellent machines.
Due to their specialized nature, commercial machines follow a different policy:
- Commercial machines can only be returned if they arrive with verified defects (confirmed by our expert technicians)
- Please report any issues within 7 days of delivery
- Unfortunately, we can't accept returns based on change of mind for commercial equipment
- There's a minimum 40% restocking fee for any approved returns
This includes professional machines like the Jura GIGA line (GIGA 5, x8c, X8, WE8, etc), Saeco Commercial (Lirika and Aulika), Keurig Commercial (Eccellenza Touch, K4000, K3500, K2500, K150/K155 etc), and Air Conditioners/Dehumidifiers.
We understand concerns about porch theft and transit issues. That's why we've partnered with Route to offer you optional shipping protection at checkout. Route can be easily toggled on during the checkout process and not only protects your package but also helps make your shipment carbon neutral. See Route's terms and conditions here for complete details.
Without Route protection, we unfortunately can't take responsibility for packages that are stolen or lost after the courier marks them delivered. Our customer service team is still happy to help file a claim with the shipping company, though we can't guarantee the outcome of courier decisions.
For the best service, please report any delivery issues within 7 days.
We ask that you carefully package your return to prevent damage during transit. While we can't take responsibility for items damaged during return shipping, we're happy to guide you through safe packaging practices.
For a smooth return experience, please include the original packaging with all parts and ensure the product is in like-new condition. Keeping your original packaging for 90 days is always a good idea! Without proper packaging, additional costs will be incurred, and your return is at greater risk of damage during transit.
Please ensure your returned product is clean. Products returned in a dirty condition will incur an additional 10% cleaning fee.
For orders under $100, there's a 35% restocking fee plus return shipping costs. We've set this policy to balance customer flexibility with our processing costs for smaller orders.
For food items like coffee and tea, we can only accept returns if they're unopened and unused (for your safety and the safety of others). Once opened, consumable items cannot be returned.
To process your return quickly, please provide your proof of purchase or your order number and email address.
For your protection, open box products and service/repair parts are final sale items.
Friendly Reminder: Keeping your original packaging for 90 days gives you the most flexibility and can save you money if you need to return your product. Ensuring your product is clean upon return will also help you avoid additional fees. These small steps make returns much easier and more cost-effective!
Our team carefully inspects all returns before processing refunds to ensure everything is in order. This helps us maintain our customer-friendly policies for everyone.
This return policy was last updated on March 4, 2025.
Questions about our return policy? Our friendly customer service team is just a click away!
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