Products without a valid Return Merchandise Authorization (RA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.
LESS THAN 30 DAYS
During the first 30-days from the order date of the product(s) in question, the purchaser may return all items identified as standard merchandise. Any products not defined within the standard merchandise agreement are not eligible for return and no credit will be issued.
To initiate a standard merchandise return, please email email@example.com and request a RA agreement. After the RA created and forwarded to you, follow the “shipping my repair or return” procedure. Adherence to all procedures in the RA Agreement and shipping procedures is integral to your return arriving in the same condition as it was sent in.
Please note that if you receive a machine or grinder and you experience issues within it within the first 30 days, we will cover the cost of shipping both directions to get it back, fix it, and send it back. The warranty does not cover sending out a brand new machine and/or grinder in these scenarios. If you wish to return the merchandise for a refund, regardless of whether or not it's working as intended, you will be responsible for shipping costs both directions.
STANDARD MERCHANDISE AGREEMENT
Standard merchandise is defined as home espresso machines and coffee grinders unless otherwise noted on the product page. Items outside of the standard merchandise definition are not eligible for return. Items that could be considered non-standard and are not eligible for return include, but are not limited to, items contained within the following categories: commercial espresso, clearance, accessories, electrical parts, coffee brewers, or coffee. No food product can be returned back to us for any reason.
If you have questions regarding parts and accessories for compatibility or if they would be a solution to your product(s) please call or email our technical support team prior to purchase.
For all items classified as open box, you retain the same agreement as above with products listed as standard merchandise. One exception does apply: the return period is 15-days from order date unless otherwise specified in writing at the time of purchase with a PKD representative.
PURCHASES, REFUNDS & CREDITS
If orders are canceled at any time after payment has been received, you are subject to a 5% restocking/cancelation fee.
Your refund will be issued as soon as possible after the item is received, but could take up to 5-7 business days to be completed.
You will have 1 option1 regarding the type of credit you would like to receive if you're returning a part or accessory.
1. A refund to your original payment less a 20% restocking fee.
PKD will not provide any credit or refund for costs associated with shipping. You will be responsible for the shipping costs to get any part, accessory, machine or grinder back to us if it's being returned as a buyers remorse (anything outside of damage).
For product(s) marked with a “pre-order”, the purchasers payment method will be authorized and captured for the full amount within 1-2 days of receiving the order. This authorization locks in the deal at the time of purchase and reserves the product(s) associated with the order. If you request to cancel an order at any time after the payment has been captured, for any reason, you will be charged a 5% credit card / cancelation fee.
Product(s) contained within the standard merchandise agreement within 30-days of the order date will be refunded the amount less the original shipping cost (incurred by PKD) of the product(s) being returned. Refunds are processed in the order in which they are received. After the product(s) have been received by our shipping department a credit will be applied to the original payment method within 10 business days upon receipt.
Bundles are defined as purchases made with greater than one product. Bundle pricing is contingent upon the total package being present. If 100% of the product(s) contained within a bundle are requested within an RA, credit will be processed as if it were standard merchandise. After the product(s) have been received by our shipping department, a credit will be applied to the original payment method within 10 business days upon receipt.
If less than 100% of the product(s) contained within a bundle are requested within an RA the credit processed will be less the M.A.P. pricing of all items contained within the RMA and initial shipping costs. i.e, Product(1) 2500 (M.A.P.), Product(2) 600 (M.A.P.), -300 discount for bundle, 2800 total. Purchaser wishes to return Product(1). The credited amount would be the 2800 paid minus the MAP price of the retained item Product(2) and shipping, in this example, 100. In this case 2100 would be credited.
If you receive an incorrect part from an order placed online, and we ship you out the correct part free of charge with a pre-paid UPS or USPS return label, you are responsible for shipping the incorrect part back to us within 14 days. If we do not receive it back within that timeframe you will be charged the full price of the incorrect item you received.
Any service work required on machines that have been used with RO or distilled water will not be covered under warranty.