Return Policy

Returns

Our policy lasts 365 days on orders placed October 28, 2022 or later. Otherwise, you are subject to our 30 day return policy. 

To be eligible for a return, your item must be in like-new condition, in all it's original packaging and must contain all original accessories it came with and any free extra that was provided at the time or your order. It cannot be damaged or not working. In short, it needs to be in re-sellable condition. 

This policy does not qualify for orders placed on Amazon, eBay, Houzz or any other third party website. Please contact us for return policies/instructions if you purchased through a third party.

Items Not Eligible For Return

  • Outlet Center items (14-day returns)
  • Items damaged due to customer error
  • Accessories
  • Items purchased on a third-party platform

Damage

Damage to any shipment must be reported within 3 days of delivery. Shipping damage does not qualify for a defective swap. Email photos of the damage (machine and boxes) in addition to a photo of the shipping label to sales@cliffandpebble.com immediately upon noticing the damage. Please reference your order number in the subject line. Damage that is purely cosmetic in nature does not qualify for a swap. We can, however, work out other compensation if you'd prefer to keep your product(s). Please contact us to discuss.

 

Restocking Fees

We dislike restocking fees just as much as you, trust us. It's because of this that we look to avoid them as much as possible. They are, however, necessary in certain cases so please read the below before shipping your item(s) back to us.  

Tips to avoiding a restocking fee

  • Include ALL original accessories from your item(s). 
  • Include any free extras that came with your order.
  • Ship in the ORIGINAL boxes.
  • Re-pack your item(s) carefully to ensure maximum protection - this is a big one - should your machine arrive back to us damaged because you simply threw it back in the box, you will be charged a restocking fee of up to 20%.
  • If you have any questions, ask us before shipping your item(s) back! We're here to help in any way we can. 

If your order is granted a return past our 365 day policy, a restocking fee of up to 20% will apply. The exact amount will depend on the condition of your machine upon arrival to our warehouse.


Price Shopping After Purchase

If a customer places an order with us and subsequently receives a better offer or discount from another retailer, we understand that they may wish to explore their options. However, if the customer uses their order as leverage to negotiate a better offer with another retailer, we reserve the right to charge a 10% restocking fee to cover our costs. 

To avoid misunderstandings, we encourage customers to do their due diligence before placing an order with us, and to make sure that they are comfortable with the price they are paying. If a customer has any questions or concerns about pricing or discounts, they should reach out to our customer support team before placing an order. 

Repacking Your Product

If you are unsure of how to repack your product, please contact us immediately. We are happy to help.

All items must be returned in all original boxes with all original packaging. Failing to pack your product efficiently can lead to damage. If this occurs, your refund will be reduced by the costs involved to have it repaired, boxes replaced, etc.

Once return labels are emailed to you, your item must be in the mail within 3 days from that day. Failure to send you product(s) back in a timely manner after labels have been provided will result in a deduction in your refund by our shipping costs. It is the responsibilty of the customer to get any and all returned items to the carrier. 

Returning Before Use or Delivery

Should you purchase a machine or grinder and no longer decide you want it before use or before delivery, a 20% restocking fee will be deducted from the total cost of your order. Slightly used machines within the 30 day return window will be examined once returned and are subject to up to a 20% restocking fee. We put these fees in place to cover the costs of shipping (freight and materials), and the fact that we can no longer sell them as brand new machines. To protect our machines during transit, we use custom boxes - the cost of which is considerable.

Returning after reviewing for a blog, social media, or other

Cliff & Pebble reserves the right to refuse a return within the 30 day period since order placement should it become clear to us that any product(s) were purchase solely for the intent of writing a review, social media posts, YouTube videos, or other.

Should you be interested in reviewing our products, anyone is free to apply to our affiliate program however abusing our 30 day policy will not be tolerated in any way.

Cancelling An Order Before Shipment

Any order cancelled before shipment will incur a 5% credit card fee. This fee covers credit card processing fees that we do not get back when an order is cancelled prior to shipment.

If you cancel more than 2 orders prior to shipment, a 10% restocking fee will then be deducted from your final refund. As mentioned above, when an order is cancelled prior to shipment, we are not refunded the credit card processing fees. Your first and second order cancellations will only be deducted by a 3% fee each however if any order is cancelled after that, and prior to shipment, a 10% restocking fee will apply. 

Replacements (if applicable)

Replacements are only granted on items that are defective on arrival. 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Shipping Outside The USA

Should you ship your product(s) out of the USA, you are agreeing to void your warranty. Cliff & Pebble is not responsible for return shipping costs or repairs should your machine be shipped outside the United States. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@cliffandpebble.com.

Outlet Center Items

Outlet center items do not follow our 365-day return policy. These items come with a 14-day return period where the customer is responsible for shipping the item back in all original boxes with all original accessories. Failure to do so may result in a restocking fee of up to 20%. 

Free Gifts

If you decide to return an item that received free extras or gifts cards you must return ALL those items with your order in it's original packaging. Should you decide not to do so, your refund will be deducted by the value of those items.
Extras provided at no additional cost are included with certain promotional offers when a specific product is bought according to the promotion's terms. These extras are not to be regarded as entirely free. If you choose to return an order that came with a complimentary gift, the gift must be returned as well.

Exchanges (if applicable)

Any customer who purchased an espresso machine or grinder (non-outlet center item) is eligible to exchange their product within 365 days of purchase (day 1 begins on the date of purchase). Shipping is the responsibility of Cliff & Pebble.

Should you get your machine and decide it's not for you, we're happy to offer an exchange or upgrade where the difference in cost is on the buyer. 

Outlet center items and accessories are not exchangeable. You also cannot exchange your item for the same item.