**Return Policy At a Glance** #### 30-Day Request Window Submit your return request within 30 calendar days after delivery. #### Reasonable Home Trial Set up and evaluate the machine under normal household conditions. #### Clean and return Return the product clean, undamaged, with all original items and packaging. #### Authorization & Refund Approved refunds are issued to the original payment method after inspection. **Non-Defective Returns** Examples: - Change of mind - Wrong model, size or color - Accidental purchase - No longer needed/Prefer a different machine **⚠️** **Customer pays return shipping.** Original shipping and expedited shipping charges are non-refundable. **Defective, Damaged or Incorrect Products** Examples: - Does not function properly - Damaged during shipping - Missing items - Incorrect product received **⚠️** **CASABREWS covers the authorized return shipping cost for confirmed product issues.** Photos, videos, the shipping carton and shipping label may be required. **Return Requirement** **To qualify for a return, the following conditions must be met:** - Purchased directly from casabrews.com - Return requested within 30 calendar days after delivery - Used only for reasonable evaluation at home - Returned clean, dry, and free from residue - No signs of misuse, abuse, excessive wear, commercial use, or unauthorized repair - Include all original items and packaging: - Accessories and removable parts - Portafilters, filter baskets, water tanks, drip trays - Milk pitchers, power cords, manuals, documentation - Promotional items, free gifts, internal packaging, and original retail packaging - Serial number and labels must remain intact - Return must be authorized by CASABREWS before shipment **Cleaning Requirements Before Return** Before returning a used machine, customers must: - Empty the water tank - Empty and clean the drip tray - Remove all coffee grounds and used coffee - Clean the portafilter and filter baskets - Purge and clean the steam wand or milk system - Empty the bean hopper and grinder, where applicable - Remove milk, water, coffee, and other residue - Allow all washed parts to dry - Secure removable parts for transportation Products returned with standing water, milk residue, coffee grounds, mold, strong odors, pest contamination, or other sanitary concerns may be rejected or subject to a cleaning, sanitation, or value deduction where permitted by law. **Non-Defective Returns** A non-defective return includes reasons such as: - Change of mind - The product does not suit the customer’s preferences - Ordering the wrong model, size, or color - Accidental purchase - No longer needing the product - Preferring a different machine For an eligible non-defective return: - The customer is responsible for return shipping costs. - Original shipping charges and expedited shipping fees are non-refundable. - The product must meet all reasonable-use, condition, cleaning, packaging, and completeness requirements. - CASABREWS may provide a return label and deduct the label cost from the refund. - Any return shipping deduction will be disclosed before the return is authorized. CASABREWS does not reimburse return shipping, insurance, packaging, transportation, or handling expenses independently arranged by the customer unless specifically agreed in writing. **Defective, Damaged or Incorrect Products** If a product arrives damaged, does not function properly, is incomplete, or is different from the product ordered, please contact Customer Care as soon as possible. Please provide: - The order number - Product model - Serial number, where available - A description of the issue - Photos or video showing the issue - Photos of the shipping carton and shipping label where applicable CASABREWS may provide troubleshooting steps before authorizing a return. If CASABREWS confirms that the product is defective, damaged in transit, incomplete because of a fulfillment error, or incorrectly shipped, we will provide an appropriate resolution. Depending on the circumstances, this may include: - Troubleshooting assistance - Replacement parts - Product replacement - An authorized prepaid return label - A refund to the original payment method When CASABREWS determines that a return is required because of a confirmed product defect, shipping damage, or fulfillment error, CASABREWS will cover the authorized return shipping cost. **Accessories, Replacement Parts and Consumables** Separately sold accessories, replacement parts, consumable products, and items that come into contact with food or beverages are not covered by the 30-Day Money-Back Guarantee unless otherwise stated on the product page. These items may include: - Cleaning tablets and cleaning products - Water filters - Replacement parts - Portafilters and filter baskets - Milk pitchers - Tampers - Coffee storage products - Coffee beans or other food products - Other separately sold accessories and consumables These items are final sale for non-defective returns. If an accessory, replacement part, or consumable arrives damaged, defective, incomplete, or incorrect, please contact Customer Care within 30 calendar days after delivery. **Return Authorization** All returns must be approved by CASABREWS before shipment. **Request a return** 1. Please contact CASABREWS Customer Care by emailing support@casabrews.com, calling our toll-free number at 888-816-1187, or submitting a return request through our website. 2. Provide your order number, reason for return, product model, serial number, and any requested photos or videos. 3. CASABREWS will review the request and provide return instructions if the product is eligible. 4. When applicable, CASABREWS will provide a return authorization and shipping label. Do not return a product to the address shown on the original shipping label unless CASABREWS specifically instructs you to do so. CASABREWS operates multiple U.S. fulfillment locations, including facilities in North Carolina and California, and the original shipping location may not be the correct return facility. Unauthorized returns may be rejected, returned to the sender, or experience processing delays. **Return Shipment Deadline** After a return authorization or return label is issued, the package must be handed to the designated carrier within 14 calendar days. If the package is not shipped within this period, the authorization may expire. Issuing a return authorization does not extend the original 30-day return request period. **Return Packaging** The product must be securely packed to prevent damage during transportation. Customers should use the original retail packaging, internal protective materials, and shipping carton whenever possible. Before shipping, make sure that: - The product is clean and dry - All accessories and removable parts are included - Loose components are secured - The product is adequately protected - Old shipping labels and unrelated barcodes are removed or covered - Return documents are included as instructed For non-defective returns, the customer may be responsible for damage caused by inadequate return packaging. **Return Inspection** All returned products are inspected after they arrive at the designated CASABREWS return facility. The inspection may verify: - Product identity and serial number - Product condition - Extent and type of use - Cleanliness and sanitation - Presence of accessories and components - Presence and condition of original packaging - Damage or excessive wear - Whether the reported defect is present - Whether the return matches the authorized reason Delivery of a returned package to the warehouse does not automatically guarantee approval of a full refund. **Exchanges and Replacements** For a confirmed defective, damaged, incomplete, or incorrect product, CASABREWS may offer a replacement instead of a refund. Replacement availability depends on inventory and product status. When an exact replacement is unavailable, CASABREWS may offer: - A comparable replacement product - A refund - Another reasonable resolution agreed upon with the customer For non-defective returns, customers who want a different model or color may be required to return the original product and place a new order. **Missing, Split or Damaged Shipments** Orders containing multiple products may be shipped separately from different CASABREWS warehouses or fulfillment locations. Before reporting an item as missing, please review all shipment confirmation emails and tracking numbers associated with the order. Delivery delays, lost packages, split shipments, packages marked as delivered, shipping damage, and incorrect shipments are also governed by the CASABREWS Shipping Policy. **Refused and Undeliverable Packages** Refusing delivery does not automatically qualify an order for a full refund. Packages returned because of refusal, an incorrect or incomplete address, unsuccessful delivery attempts, or failure to collect the package may be subject to shipping and carrier charge deductions. Please review the CASABREWS Shipping Policy for additional details. **After the 30-Day Period** The 30-Day Money-Back Guarantee expires 30 calendar days after the carrier-recorded delivery date. Non-defective returns requested after this period are not eligible. If a CASABREWS product develops a covered issue after the 30-day period, it may qualify for service under the CASABREWS Limited Warranty. Eligible CASABREWS products are generally covered by a one-year limited warranty, subject to the applicable warranty terms, exclusions, and proof-of-purchase requirements. **Refund Processing** **Refund Deductions** CASABREWS may reduce the refund when a returned product has: - Missing accessories, components, manuals, or packaging - Damage caused by the customer - Excessive wear beyond a reasonable home trial - Evidence of commercial or unusually heavy use - Significant cosmetic damage - Coffee, milk, water, mold, or other residue - Sanitary or contamination issues - Altered or missing serial numbers - Unauthorized repairs or modifications - Damage caused by inadequate return packaging Any deduction will reflect the reasonably estimated reduction in product value, replacement cost of missing items, necessary cleaning, or damage, to the extent permitted by applicable law. CASABREWS will contact the customer if a material issue is identified during inspection. **Free Gifts and Bundled Products** All free gifts, promotional items, and bundled products included with the original purchase must be returned unless CASABREWS provides different instructions. If an included item is not returned, its stated or reasonable retail value may be deducted from the refund. If only part of a promotional bundle is returned, the refund may be recalculated based on the normal selling price of the products retained. **Refund Amount** For an approved return, the refund generally includes the amount paid for the eligible returned product and applicable sales tax. The following charges are generally non-refundable unless the return resulted from a confirmed CASABREWS error or covered product issue: - Original shipping charges - Expedited shipping charges - Return shipping costs for non-defective returns - Address correction charges - Refused delivery charges - Other carrier-related charges Approved deductions will be reflected in the final refund amount. **Refund Processing Time** After the return is delivered to the designated return facility, CASABREWS will inspect the product. CASABREWS normally initiates an approved refund within 3 business days after the inspection has been completed. Refunds are issued to the original payment method. After CASABREWS issues the refund, the bank, card issuer, PayPal, Shop Pay, or other payment provider may require an additional 3–10 business days to post the funds to the customer’s account. CASABREWS cannot control processing times imposed by banks or payment providers. **What's Not Covered** This policy does not apply to: 1. Products purchased from Amazon, Target, Walmart, TikTok Shop, or other retailers or marketplaces. 2. Products returned without prior authorization. 3. Items missing original parts, accessories, packaging, or free gifts. 4. Products with damage from user manual misuse, abuse, neglect, or failure to follow the user manual. 5. Normal wear and tear or cosmetic blemishes. Need help with your return? Our support team is here to help. - Address 2748 Interstate St., Suite D, Charlotte, NC 28208 - Contact Details support@casabrews.com 888-816-1187 Free shipping Free shipping on orders over $49. Customer Support Friendly support when you need it. 12-Month Warranty Reliable coverage for worry-free ownership. Secure Checkout Safe and secure payment, every time.