General Terms and Conditions when ordering from Supramatic Inc.
Before returning any orders, please call us at 1-877-465-2883 ext 6 for the Order Desk (9:00am to 5:00pm Eastern Time) for a Return Authorization or further direction. We will not accept machines returned without authorization. All shipping costs are the responsibility of the customer.
Please note that machines are usually tested prior to shipping. This is why you may find grounds residues inside the machine.
A full refund is only warranted to unused machines and merchandise. We reserve the right to deduct our original shipping costs. Even if the item was shipped as "Free Shipping" we did encounter shipping costs which will be deducted. You can ask us how much the shipping charge was for a shipment before you return the item to us. We reserve the right to a 15% restocking fee if machines are returned without a return authorization or have been used.
Some brands cannot be returned to our store under any circumstances. They must be sent to their respective distributors or service centres. Check the item description on our website for such details.
Some of the brands we perform service on are Saeco, Delonghi, Schaerer, LaSpaziale, Quick Mill and Rancilio and only the specific models that we sell on our website. There are authorized service centres for all other brands that you will have to send your machine to for service. We cannot send them to a service centre on your behalf.
It is advisable to call a service centre for the brand you purchased directly in order to try to troubleshoot the machine (the phone number will be in the box and on our sales receipt or you can call us to get it). If it comes back to us for testing, and we can find nothing wrong with it, we will send it back to you at your expense.
All returns must be made within 15 days of receipt of the machine. We reserve the right to troubleshoot over the phone and you are responsible for making a full effort to assist us in resolving machine problems by phone by attempting our suggestions in good faith and honestly reporting the results. If we can't repair it over the phone, we will ask you to ship it back to us or to the authorized service centre, depending on the brand.
You may use any shipping company you wish for shipping but you must ship it in your own name and not under our account in order to protect your right to file a claim for any damage sustained during shipping. We strongly recommend getting insurance for its full value as you are liable for the shipment.
Securely pack items and seal the package. Attach From/To Labels to the package. Remove any other shipping labels. Please retain a copy of the shipping receipt and tracking number, as this is your proof of shipment if the machine is lost or damaged. Make sure you retain all original packaging and the machine is absolutely clean and NO WATER is inside (risk of freezing) before shipping. You will be charged if you return the machine without all packaging and parts and are not returned in good condition. (this includes instruction booklets).
We recommend saving all boxes and packing material from the machine, just in case it needs to be returned. We refuse any liability due to shipping damage.
The machine will be inspected upon its return to ensure all original items are included (user manuals, accessories, etc.). Then the machine will be tested to confirm a defect. We will advise of the next step once we ascertain the condition of the machine.
Whether you will receive a new machine in replacement, have your machine repaired, or receive a refund or credit will be determined after we receive the machine. For many machines, the decision will be made by the machine manufacturer and not by us. Therefore, we cannot promise any particular resolution in advance.
Food items such as coffee, syrups, sauces etc CANNOT be returned due to strict food safety regulations.
Shipping Damage, Delays or Lost Packages:
You have the choice of shipping via UPS or Canada Post. Please take note of the shipping charges once you have put an item in your cart and entered your address. We will process all orders within one to two business days of ordering and shipping time is based on UPS or Canada Post service times.
Please note that we insure all shipments with UPS or Canada Post. It is the receiver's responsibility to inspect and/or report any damages or lost packages with UPS or Canada Post.
Please inspect your package when you receive it and before you sign for it. If you notice any damage from shipping (inspect the shipping box when you receive it for dents etc.) please note the damage on the carrier's freight bill or receipt. Be sure to obtain a copy.
Please call UPS immediately at 1-800-742-5877 and report the damage or complaint. For Canada Post issues, you can call us.
Make sure that you keep all packaging (boxes, shipping labels, etc...) as UPS will come to inspect the package. Please also call us to notify that your machine was damaged or has been lost.
Holiday Season Return Policy:
For purchases between November 15th and December 24th, we will extend the return due date to January 11. You must indicate your intent of returning goods no later than December 28.
Follow the above Return Policy and return to:
Supramatic Inc. - Espresso Planet
1020 Brevik Place, Unit 2
L4W 4N7 - CANADA
TOLL FREE 1-877-Go-Latte
Some products sold by Espresso Planet come with a limited warranty provided by a third-party manufacturer or vendor. All merchandise which does not include a warranty by the manufacturer, vendor, or Espresso Planet is sold AS IS, without warranty. Espresso Planet makes no other warranties of any kind, express or implied, including any warranty of merchantability or fitness for a particular purpose with regard to the merchandise. Products which have been subject to misuse (including static discharge), neglect, accident or modification and are not capable of being tested are excluded from any warranty by Espresso Planet.
Espresso Planet shall have no liability to customer or any
other person or entity with respect to any liability, loss or
damage arising out of or connected with the merchandise
including, but limited to, any claim for incidental or
consequential damages, regardless of any warranty included with
the merchandise. Please refer to the manufacturer's or vendor's
warranty included with the merchandise to determine the remedies
available in the event of a defect in materials or workmanship.
If it becomes necessary to return an item to Espresso Planet for warranty work or replacement, the buyer is responsible to return the item to us. Please follow the above product return policy.
Many specific products offered by Espresso Planet are covered by a manufacturer's warranty. A copy of a specific warranty, where one is offered by a warrantor, will be made available for inspection before sale. Call us for more detailed information. Items covered by such a warranty must be returned to the manufacturer as indicated on the accompanying warranty card.
Excluded from Warranties:
The warranty will not apply to any products if it has been misused, abused or altered. The warranty will also not apply to damage done by irregular water or power supply. The grinding discs are not covered under this warranty if they are exposed to objects and particles other than coffee beans such as stones or already processed coffee grinds. The grinders will not process wet coffee beans. Do not store coffee beans in the refrigerator or freezer. We reserve the right to reject warranty claims if the product is not cleaned regularly with the original cleaning solvent or equivalent as described on the equipment and in the user manual. The warranty does not cover cosmetic damage such as color fading of the housing or damage caused by nearby dishwashers or other steam producing equipment emitting moisture.
This warranty does not cover any regular maintenance and parts or labour such as replacing normal wear and tear parts (such as o-rings, valve gaskets and seals, group head gaskets and screens), cleaning, clogged steam wands, repairing external leaks or drainage problems as well as operator errors and replacing lost and damaged parts.
Excluded from Warranties due to Water Issues:
We do not offer any warranty for the equipment if it is supplied with irregular water. The main water supply must be furnished with a water filter/softener and the hardness of the water should not exceed 50 ppm (3gpg). The water pressure is not to exceed 3 bar or 45 PSI. RO (reverse osmosis) systems may cause malfunctions and or corrosion to internal parts. Hard water will cause scale build up and mineral deposits inside parts. Replacing scaled up parts are not covered under warranty. Please consult with us first as this will result in none warranty related service calls!
A word to our American Friends - Product Availability:
Unfortunately we are not able to sell any food products to private residence anymore due to the FDA Bioterrorism Act.
The events of Sept. 11, 2001, reinforced the need to enhance the security of the United States. Congress responded by passing the Public Health Security and Bioterrorism Preparedness and Response Act of 2002 (the Bioterrorism Act), which President Bush signed into law June 12, 2002. Read more at: http://www.fda.gov/oc/bioterrorism/bioact.html
We can deliver to commercial addresses only. You will however be responsible for the import of food products and any administration procedures involved with the import of food products into the USA.
Espresso Planet cannot be liable for pictorial or typographical inaccuracies. All product specifications which include dimensions, are subject to change without notice. Prices shown are cash prices in Canadian Dollars. Please check current exchange rates to estimate funds in US dollars.
All information provided on this web-site is subject to change without notice. Espresso Planet has made every effort to make this web-site helpful and accurate. However, due to the open nature of this web-site, and the potential for errors in the storage and transmission of digital information, Espresso Planet does not warrant the accuracy of information obtained from this web-site. All materials posted on this site are "as is" and without warranties express or implied.
Espresso Planet disclaims all warranties including the implied warranty of merchantability and fitness for a particular purpose.
Espresso Planet does not warrant that functions contained on this site will be uninterrupted or error-free, that defects will be corrected, or that this site or the servers are free of viruses or other harmful components.
Espresso Planet does not warrant or represent the use of the materials on this site in terms of their correctness, accuracy, reliability, or otherwise.
This web-site contains Espresso Planet and third-party trademarks and service marks. All marks are the property of their respective companies. All rights in the intellectual property contained in this web-site including copyright, trademarks, trade secrets and patent rights are reserved.
Access to this web-site does not constitute a right to copy or use any of the intellectual property of Espresso Planet or its suppliers.
Our acceptance of an order does not take place until we have confirmed the details of the order and marked your order "Complete", at which point the purchase contract will be made and you will be charged.
Espresso Planet is not responsible for anything you have mistakenly ordered . Therefore, we advise you to read the product descriptions carefully as well as consult with us if you need to, as we will not be responsible for any items that are not compatible.
Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse, cancel or change the order or the payment method of any order for any reason. Some situations that may result in your order being cancelled may include but are not limited to the following: limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, inaccuracies or errors on order forms submitted, customs or shipping limitations for your country or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. We also reserve the right to change the payment method depending on the amount of purchase. We will contact you (via email or phone) if all or any portion of your order is cancelled, if additional information is required to accept your order or if your payment method has been changed.