We are committed to providing you excellent service and helping you find the machine that best suits your needs. Included below are our policies which govern shipping damage, exchanges & returns and warranties. If you have any questions on these policies, please don’t hesitate to call us toll free at 800-971-8833.

Please report damaged, missing, defective or malfunctioning merchandise immediately and no later than 5 business days after delivery.

Damaged Merchandise

Items are carefully packaged to protect against damage during shipping. Please thoroughly inspect your package when it arrives for any shipping damage. If an item appears to be damaged, do not attempt to use it and notify us immediately so that we can begin the claims process with the shipping vendor.

Missing Merchandise

Please note that we often ship orders in multiple packages. However, if items are apparently missing from your order, please report it to us immediately so we can track packages and replace the shipment if necessary.

Defective or Malfunctioning New Merchandise

If any item is not working properly or if a consumable item was received after its expiration date, please contact us immediately so that we can send a replacement. All replaced items will have a new 5 day return window
extended to it, or the remainder of the return window from the original purchase, whichever is longer.

Exchange and Return Policy: Purchases from a Retail Location

Items purchased at the ECM showroom must be returned or exchanged at that specific location within 30 days of purchase. All machines and related equipment (including, but not limited to, espresso machines and grinders)
must be returned in ‘like new’ condition with all original packaging, manufacturer-provided accessories and components intact. Non-consumable accessory items and parts must be new and unopened. Consumable items are not eligible for return or exchange.

The staff at the retail location will make their best effort to properly assess and refund you for your returned item while you are in the store. However, in the event that they are unable to thoroughly assess your returned merchandise for credit at that time, they will check in your returned items and provide you with information on when to expect a follow-up.

Exchange and Return Policy: Purchases via the Phone or Website

Phone or website purchases are eligible for return within 30 days of the ship date. Shipping and handling fees will not be reimbursed.

How to Request an Exchange or Return

You must first obtain a Return Merchandise Authorization (RMA) number from us for your exchange or return to be accepted.

Contact us via email (servicedesk@ecmcanada.net) and let us know why you’d like to return the machine — we’ll help you determine if there is an exchange that will better suit your needs. We will send an RMA email to you with detailed instructions on exchanging or returning your merchandise.
Please review the merchandise-specific policies below to learn about what we can and cannot take back.

Espresso Machine, Grinder, or Blender (all electric home appliances)

Machines must be received in ‘like new’ condition. If your returned equipment arrives in this condition, we will refund your original payment method the full purchase amount less our original shipping & handling costs.

Equipment that is not received in this condition will be assessed for damage and may be subject to refurbishment or restocking fees.

Note: Espresso machines that have been modified or customized are not eligible for return unless said alterations have been performed by an ECM authorised technician.

Free or Included Items

We’ll apply a full credit back on all unopened, unused free non-consumable accessories that are returned with the original machine. If you plan on exchanging the machine, feel free to hang onto these items instead of
receiving new free accessories on your replacement machine. Unfortunately, due to quality control issues, we cannot accept any returns of consumable goods such as coffee or syrups. The cost of these will be automatically deducted on all returns.

Non-Consumable and Accessory Items (non-electric)

We will take back any unopened, unused non-consumable items. We will apply a credit to your original payment method in the amount of the price paid minus any shipping & handling costs, if applicable.

Consumable Items

Due to quality control and food safety issues, we are unable to accept returns on any consumable items such as coffee, syrups and/or sauces.
Even if these items are still sealed, we cannot assume they are tamper-free once they are out of our hands.

What is ‘like new’ Condition?

We’re reasonable and understand that a machine used a few times isn’t going to be absolutely perfect; however, it does need to be pretty close for us to sell it as a certified used machine to another customer. When returning a machine to us, please make sure that it will arrive to us in ‘like new’ condition, which we define as the following:

All Original Components Intact: You must return every original component of the machine, such as the original packaging, drip tray, portafilter, brew head (if removable), filter screens, filter baskets, user manuals, tampers,
CDs, scoops, etc. Basically, if it came in the box, send it back.

No Scratches, Dents or Stains: The machine and all components must be free of any surface marring.

Thoroughly Cleaned: The machine, all parts and components must be absolutely clean and free of any coffee grounds, water and/or milk residues.

If you have any questions regarding how our returns work, please do not hesitate to contact us — we are always happy to discuss this with you!