Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Before returning any orders, please contact us at orders@supramatic.com

Or, call us at 905-817-8272 ext 6 for the Order Desk (10:00am to 4:00pm 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.

Damages and issues
Please inspect your order upon reception and contact us immediately within 2 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please take pictures of the package before you open it and send them to us.

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 15-25% restocking fee if machines are returned without a return authorization or have been used.

To start a return, you can contact us at orders@supramatic.com. 

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 provide service and Repair are Schaerer,  ECM, Rocket, Lelit, LaSpaziale, Quick Mill, Rancilio, Lelit, Gaggia, Saeco, Delonghi 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.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as Food items such as coffee, syrups, sauces), custom products (such as special orders or personalized items).

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on parts, gaskets, sale items or gift cards.

Restocking Fees
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 25% for any items returned without original box or packaging and returns without a Return Authorization or used machines.

We reserve the right to a 35% for commercial-use machines pending on the brand and model. This includes, but not limited to:

  • Jura Professional
  • Saeco Professional & Commercial
  • Bunn, FETCO Commercial
  • Schaerer, WMF, Eversys, Egro, Rancilio Commercial

Currency Exchange Rates
Please note that all prices and transactions done on our website are in Canadian Funds. If you are looking to return or cancel an order and paid in US Dollars, most likely you will not receive the paid amount back due to service charges and exchange rate differences by your bank.

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 and notify us immediately within 15 days of receiving your order.

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.

We cannot be held responsible if any of the shipping companies go on strike. Please check the news and decide which shipping company to choose.

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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@supramatic.com