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Exchange & Return

EXCHANGE & RETURN POLICY

The Concentrated Cup is committed to delivering products of the highest quality and caliber to our customers. Your satisfaction is 100% guaranteed. If, for any reason, you are not completely satisfied with a product, and decide not to keep the merchandise you have purchased, The Concentrated Cup will accept an exchange/ return, within 30 calendar days of delivery.*  

The following Terms and Conditions apply to all requests for Exchange/ Return:

  • Returned items must be in “like new” condition, with all original parts, pieces, accessories, manuals, etc., and must be re-packaged in the original retail display box. If any of these items are missing, you will be charged a 20% restocking fee. 
  • The product must be clean and dry upon arrival to our warehouse. Any item returned to us that requires extensive cleaning, will incur a $50 cleaning fee from any applicable credit/ refund, or may be refused return entirely.
  • Any item being returned as “defective” or “damaged in transit” will not be accepted for return if it arrives in a used condition and/ or showing any signs of assembly/ disassembly, or is functionally or cosmetically damaged in any way. (If you are experiencing issues with your new machine or equipment, please see our respective sections on “Defects (Upon Receipt)" and “Shipping Damages.” 
  • If an item was shipped for free, our shipping cost will be deducted from the credit/ refund. Any premium shipping services/ charges (next day, 2nd day, etc.) are non-refundable. 
  • If merchandise arrives with missing items/ shortages, we will ship those to you as soon as possible. If you decide not to receive parts/ replacement components, please note that our standard Exchange/ Return Policy will continue to apply.
  • If you have any questions or concerns about our Exchange/ Return Policy, please do not hesitate to contact us before ordering.

 

Product Warranties

Please see individual product pages for applicable warranty details/ coverage for each specific product. Additionally, please feel free to refer to our general Product Warranties page for further product warranty details. 

 

Order Cancellations

All orders cancelled after 48 hours are subject to a 20% administration fee, whether or not your order has shipped. If your order has shipped, you will also be responsible for actual return shipping charges, as well. Please note that refunds can only be issued to the original credit card (the card used when placing the order). These claims shall be evaluated at the sole discretion of The Concentrated Cup. Please be sure to note the words “ORDER CANCELLATION” boldly, in the “Special Instructions” section of the online form, when you submit the initial request for return. Please refer to the Exchange & Return "Procedure" section.

 

Consequences of Refusal of Order Upon Delivery

Refusing a shipment does not comply with the terms of our Shipping & Delivery policy. It constitutes a breach of contract and will result in all shipping charges and a 50% restocking fee, being charged to the Customer, for any refused item(s). 

 

Shipping Damages

All claims for orders “delivered with damages” shall be limited to exchange/ return within the first five (5) calendar days following receipt/ delivery. Please be sure to note the words “SHIPPING DAMAGES” boldly, in the “Special Instructions” section of the online form, when you submit the initial request for return. These claims shall be evaluated at the sole discretion of The Concentrated Cup. Please refer to our Shipping & Delivery policy, for further details. 

 

Defects (Upon Receipt)

All claims for orders “defective (upon receipt)” shall be limited to exchange/ return within the first five (5) calendar days following receipt/ delivery, and these claims shall be evaluated at the sole discretion of The Concentrated Cup. Please be sure to note the words “DEFECTS (UPON RECEIPT)” boldly, in the “Special Instructions” section of the online form, when you submit the initial request for return. Please refer to our Shipping & Delivery policy, for further details. NOTE: After five (5) days, warranty coverage limited to “manufacturer’s defect” becomes effective. 

 

Missing Items/ Shortages

All claims for orders “missing items/ containing shortages” shall be limited to exchange/ return within the first five (5) calendar days following receipt/ delivery. Please be sure to note the words “MISSING ITEMS/ SHORTAGES” boldly, in the “Special Instructions” section of the online form, when you submit the initial request for return. These claims shall be evaluated at the sole discretion of The Concentrated Cup. Please refer to our Shipping & Delivery policy, for further details. 

 

Wrong Item Received

All claims for orders as “wrong item received” shall be limited to exchange/ return within the first five (5) calendar days following receipt/ delivery. Please be sure to note the words “WRONG ITEM RECEIVED” boldly, in the “Special Instructions” section of the online form, when you submit the initial request for return. These claims shall be evaluated at the sole discretion of The Concentrated Cup. Please refer to our Shipping & Delivery policy, for further details. 

 

Exchanges

To exchange an item, simply return it (using the standard 30-day return process outlined below), and place a new order online (or via alternate method) for the desired item(s). Please be sure to note the word “EXCHANGE” boldly, in the “Special Instructions” section of the online form, when you submit the initial request for return. Please refer to the Exchange & Return "Procedure" section.

 

Product Discrepancies

All claims for orders “not as described” shall be limited to exchange/ return within the first five (5) business days following receipt/ delivery. Please be sure to note the words “NOT AS DESCRIBED” boldly, in the “Special Instructions” section of the online form, when you submit the initial request for return. These claims shall be evaluated at the sole discretion of The Concentrated Cup. Please refer to the Exchange & Return "Procedure" section.

Additionally, please be advised that the majority of items made of china, ceramic, glass and porcelain are hand-made and so items received may exhibit slight variations from those pictured on our website. These types of variations should not be considered to be flaws, but rather are artistic features of the design, which renders this merchandise to be deemed a “unique, one-of-a-kind” product. These items may not be exchanged/ returned because of these kinds of artistic variations

 

Bundles, Packages & Gift Sets

When you purchase a bundle, package or gift set, the price of each included item is often lower than the regular retail value, if items were to be purchased separately. If you return one or more items from a bundle, package or gift set, the refund will reflect the discounted price of the item, based on the package price. Please note that you will not receive the full retail value for the discrete items associated with the bundle/ package/ gift set merchandise, when returned.

 

Holiday Exchanges/ Returns

Are you getting in the Holiday spirit? Thinking of loved ones, while browsing our goodies at The Concentrated Cup? Found the perfect gift for someone on your “nice” list? Please peruse our Holiday Orders policy for great news on the extended return window for your gift purchases. 

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WHAT DOES QUALIFY FOR A RETURN?

  • Items and equipment in “new” (accessories*) or “like new” condition (espresso machines, coffee makers and grinders) may qualify for our return policy. “Like new” condition is an item that has been lightly used; as an example, it has been removed from its box and used as intended by the manufacturer for a short period of time. All original parts, pieces, accessories, manuals, etc., must be re-packaged in the original retail display box (please see “Terms and Conditions,” above) 

  

PROCEDURE

PLEASE NOTE: NO EXCHANGES OR RETURNS WILL BE ACCEPTED WITHOUT A VALID RETURN AUTHORIZATION NUMBER. Your order must be authorized for a return before it can be received into our warehouse. It is your responsibility to contact us for the authorization. Any unauthorized returns received by the warehouse cannot be processed within our system; this may delay or even void exchange/ refund privileges. Such action may also be subject to additional processing fees. Please do not hesitate to contact us, if you have any questions. 

The exchange/ return procedure is a straight-forward, three-step process:

  • Customer requests Return Authorization
  • Customer receives and approves Terms Agreement (if their initial return request qualifies; The Concentrated Cup reserves the right to evaluate all claims, at its sole discretion)
  • Valid Return Authorization # is issued to Customer (along with other critical information needed for processing)

 

How to Obtain Return Authorization

To request an exchange or return, please complete one of the following online forms, to obtain valid Authorization for product return. Please note that you may have to adhere to specific timelines (above and beyond the 30-day return window), in order to qualify for certain exchange/ return privileges (scenario-specific details of these timelines are outlined, above). All regular “Terms and Conditions” shall also apply, at all times. Please be sure to acquaint yourself with all relevant policies.

For all shipping damages, defects (upon receipt) and orders with missing items/ shortages, please refer to the respective timeline (five (5) calendar days)/ policy/ terms and conditions, as outlined above, and complete the “Damaged Merchandise Notification” form.

For all other types of exchanges or returns* (order cancellations, wrong item received, product discrepancies, and all standard 30-day exchanges/ returns, etc.), please refer to any respective timelines/ policy/ terms and conditions, as outlined above, and complete the “Return of Merchandise Request” form.

If your initial request does qualify for an exchange/ return, we will email you the respective Terms Agreement, for your approval. We strongly recommend that you read the entire email. Once you have read the Agreement, understand the terms and are ready to endorse it, you reply with your express approval of the terms.

Once we have received your approved Terms Agreement, we will officially authorize the order for return, and will issue you a final Authorization email. This email will contain a fair amount of information, regarding your return (including the respective warehouse address and a valid Authorization number) – we strongly recommend that you read the entire email. Your Authorization # is valid for 15 calendar days from the date that it is issued.

If the product is received in “like new” condition, with all included accessories, manuals, packing materials, etc., you will receive your refund within ten (10) business days, following the date of receipt at the warehouse.

* Please note that on standard 30-day exchanges/ returns (with the exception of “Wrong Item Received”), Customer will be responsible for paying the shipping costs for returning merchandise to us. You must ship returns via a carrier that provides tracking capabilities AND carrier insurance. If a returned item is lost or destroyed in transit, your account will not be credited for the return and you will be responsible for obtaining reimbursement from the carrier. Please refer to your final Authorization email for details, such as how to properly prepare and package the merchandise for return shipping.

 

WHAT DOES NOT QUALIFY FOR A RETURN?

  • ALL food items (inclusive of Coffee (“Bean”) and Tea (“Leaf”) products and grocery-type items, such as syrups) are non-returnable (non-refundable), final sales, regardless of whether or not the product is opened or unopened. For health and safety purposes, there are no exceptions to this policy.
  • *Opened or used “Accessories” (inclusive of Tampers, Knock Boxes, Portafilters, Pitchers, etc.) are non-returnable.
  • China, Ceramic, Glass or Porcelain cups and/ or service sets are non-returnable.
  • Items that shipped with a UPC or bar code(s) must have it/ them intact, to be eligible for return. Removal or altering of the UPC or bar code(s) will render any item ineligible for return. There are no exceptions to this policy.
  • Any item(s) beyond the standard 30-day return window is/ are no longer eligible for exchange or return. With the exception of our extended Holiday Orders return window, there are no other exceptions to this policy.

At The Concentrated Cup we truly appreciate your business and thank you for shopping with us! Please do not hesitate to contact us with any questions you may have, regarding any of our policies. We hope to remain your favored source for all things espresso/ coffee and tea-related, and are genuinely pleased to serve you whenever the urge strikes you to reach for The Concentrated Cup.


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